Community Support
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2.7K Messages
AT&T Device Unlock Help - Solutions & FAQS
Learn what you need to do to unlock your device and the requirements
Notice
If you are not the original owner of the device and are denied a device unlock, you will need to reach out to the original seller/ owner. AT&T is unable to assist. Read below for more information.
To unlock your device, you need the right keys. By keys I mean, device eligibility. Unlocking your phone seems cut and dry but there are requirements it must meet first. Below you learn which set of keys you'll need before your device can be unlocked. You'll also find information about why your request may have been denied (scroll toward the bottom of the page).
How to request a device unlock |
Check the status of your request |
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*AT&T customers will receive a unique Text that can be used to check the status of your unlock request without the need of entering your IMEI Number or Request Number.
**Non-AT&T customers will receive an email and must follow steps 2-4 above.
Things to know:
- The device unlock process usually takes minutes and we will let you know when your request is complete. For non-AT&T customers If prompted, please confirm your request in the email we send you.
- AT&T cannot unlock devices from other wireless carriers.
- Business customers can submit an unlock request through the same Device Unlock portal.
Email Confirmation
In some instances, you may need to confirm an unlock request via email. In some instances, the email is routed to your primary email folder, in others, it may have been routed to spam. So, check spam and trash to make sure the email did not go there.
Website Troubleshooting
If you have an issue with the site, delete cache, cookies, and restart your browser. In some instances, you may need to use another browser.
General Requirements for All Unlock Requests
- The device must be designed for use on, and locked to, the AT&T wireless network.
- A device bought at full price must wait 60 days from that purchase date to be eligible to unlock (Prepaid requires 6 months of service & Postpaid is 60 days from the date of purchase if paid in full)
- It must not be reported lost or stolen.
- It’s not associated with fraudulent activity.
- All the device’s service commitments and installment plans are completed, and all early termination fees are paid in full.
- The device is not currently active on a different AT&T customer’s account.
- If you performed an early upgrade, you must wait the 14-day buyer’s remorse period before you can request to unlock your previous device.
- Visit our Unlock Support page for the full requirement list.
eBay & Non-AT&T Purchases
Before purchasing a device from a non-AT&T authorized dealer or sites like eBay, make sure the seller performs the unlock request. In some instances, you will have to contact the seller to perform the request. If the device was purchased by another provider, they should have online resources to unlock the device. If you purchase the device and it is NOT unlocked AT&T will not be able to unlock the device.
Postpaid Customers
- If your device was purchased on an installment plan, your account must be active for at least 60 days, with no past due or unpaid balance.
AT&T Prepaid
- The device must be active for at least six months of paid service.
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- You currently do not or you’ve never had an AT&T wireless account and you meet the General Requirements for unlock requests.
Deployed Military Personnel (Current AT&T Customers Only)
- Current AT&T customers who are active and deployed military personnel, and have provided deployment verification, need to meet all the General Requirements, except those related to the device's service commitments, installment plans and early termination fees.
Have you submitted an unlock request that has been denied and you are unsure why?
Chat with us so we can look at your request further. (Scroll down to find the chat option)
Important:
AT&T reserves the right to deny any unlock request that it concludes would result in an abuse of this policy or is part of an effort to defraud AT&T or its customers. AT&T further reserves the right to alter this unlocking policy at its discretion without advance notice.
ChrisZ, AT&T Community Specialist
AT&T Help
Need help with an account specific question? Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Constructive
Former Employee
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32.9K Messages
5 years ago
@Pandabbynikkie
This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user. This is a public forum . Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them. The most effective way to get any issues resolved , use the contact link on the bottom of the page or call 1-800-288-2020. Some of us are employees but we are here to represent the forum with our knowledge and do not represent AT&T with our responses
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BryanTO
Contributor
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1 Message
5 years ago
Hello I'm trying to unlock my phone, everything is fine until I confirm the unlock and send me an email telling me that the IMEI number and the team does not match, I went to the branch and they gave me an IMEI that they had, I tried again with that IMEI and the same thing appears to me.
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Constructive
Former Employee
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32.9K Messages
5 years ago
Not sure what your saying. IMEI is hard coded in the phone and can’t be changed legally so I doubt At&t gave you a different imei
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needunlock_
Tutor
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4 Messages
5 years ago
I recently got an iphone 7+ from my friend who upgraded to an 8+, and he definitely payed of the installment plan, which it tells me to pay off when I try to unlock the device. I'm sure of this because he was able to keep to keep this phone after upgrading, so there is no reason that should be getting an error. The only explanation I can think of is that it is still part of his account and is listed as having an active phone number
( I have been trying to unlock as a non-customer), since he upgraded earlier this month and was using data on the 7+ in the beginning. I do not have access to the account at all, but do have his phone number, name, etc. Can anyone help me with this?
Does "Complete your contract (including paying any early termination fees)" mean wait a month after upgrade until the device is completely removed from the contract and billing?
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thanghesman
Contributor
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1 Message
5 years ago
pls help me , i have try many times but as same results tks
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formerlyknownas
ACE - Sage
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117.3K Messages
5 years ago
Does the phone qualify for unlocking? You provided zero information, other than the denial.
‘When did you buy the phone? From where? Has it been active on At&t for 6 straight months?
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nokiflipphone
Contributor
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1 Message
5 years ago
I have a ATT nokia flip phone, I enter the IMEI, click on I am not robot. but I cannot go further because the Next button is gray out. May I ask what is the problem?
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formerlyknownas
ACE - Sage
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117.3K Messages
5 years ago
Read the top of the screen, I suspect there’s an error message. At&t hasn’t sold Nokia flip phones in a very long time. It’s unlikly the IMEi is in the data base.
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KeilaMorales05
Contributor
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1 Message
5 years ago
Mala memoria error bloqueo
Solicita código puk
Chip muchos numeros
1 Attachment
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baerjo85
Contributor
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1 Message
5 years ago
I wish it would work, but ATT systems aren't that smart it seems. I got my iphone used off eBay this is true, but it's a 6s+ so I'm pretty darn sure by now it's met the time requirements ATT has before unlock. I'm pretty sure what's happening is that since I'm on an ATT MVNO that's confusing the system and thinking the phone is on an ATT accoutn, though it's not. Red Pocket can't do anything and point me back at ATT. ATT employees don't even know what an MVNO is...so no help there. Chat sends you in automated circles, phone support is clueless as are apparently their "escalation contacts". It should not be this convoluted to unlock a used phone. This is just ATT flexing to get us to stick to their overpriced services.
Please ATT, I just want my iphone unlocked so I can go somewhere cheaper. Though my current MVNO is already way cheaper than ATT lol.
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