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2.5K Messages

Fri, Nov 24, 2017 1:25 PM

AT&T Device Unlock Help - Solutions & FAQS


DeviceUnlock_.png

Not able to unlock your device?

If you are planning to use your AT&T Device with another carrier, it has to be unlocked and meet the requirements listed below.  You'll also find information about why your request may have been denied.

 

Something To Know: It can take 7 business days, or longer, for your request to be processed.

 

How To Request A Device Unlock

  1. Go to our Device Unlock portal.
  2. Select Yes if you are an AT&T Customer, No if you are not an AT&T customer
  3. Enter your telephone # if you are an AT&T Customer. Enter your IMEI if you are a non-AT&T Customer.
  4. Follow the prompts. 

Check the status of your request by:

  1. Go to our Status Portal.
  2.  Enter your IMEI Number & Request Number.
  3. Follow the prompts.

Heads Up: AT&T cannot unlock devices from other wireless carriers. If you are a business customer, visit our AT&T Small Business Support Center

 

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. 
  • 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

If a phone is purchased from a non-AT&T authorized dealer or sites like eBay, AT&T may be unable to unlock the device. Before purchasing the device, 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.

 

Postpaid Customers

  • Your account must be active for at least 60 days, with no past due or unpaid balance.

Prepaid / GoPhone®

  • The device must be active for at least six months of paid service.

Non-AT&T Mobility Customers

  • 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.
  • AT&T, at its sole discretion, may limit the number of devices military personnel can unlock.

Meet the requirements and are an AT&T Customer?

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.

1 Attachment

Responses

Brand User
ATTHelp

Community Support

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136.7K Messages

3 years ago

Hello @jeanamyers,


Thank you for bringing this to our attention! I can understand how important it is for you to get this device unlocked. Let's make sure we get this taken care of! 


When it comes to unlocking a device, we want to make the experience an easy and convenient process. If you haven't already, we recommend submitting a device unlock request through our online portal  to generate a  code. We also offer a great article with step by step instructions for each device. By selecting the device manufacturer, you will be directed to a page with direction. 


I hope you find this information helpful. Have an amazing rest of your day!


Vanessa, AT&T Community Specialist 


Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.
Brand User
ATTHelp

Community Support

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136.7K Messages

3 years ago

Greetings @lucillelu,


I am glad you brought this to our attention! It is absolutely important we set the proper expectations when it comes to unlocking a device. Let's make sure you are guided in the right direction to get this taken care of! 


For us to provide you with the best support, can you please provide additional information on what questions and discussions you are having an issue with?  This way, we can work together to make sure you we get this resolved.


I hope to hear from you soon!

Vanessa, AT&T Community Specialist 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.
Brand User
ATTHelp

Community Support

 • 

136.7K Messages

3 years ago

Hi @jeanamyers,


It is important we address any issues our customers may encounter. We definitely want to make sure you are provided with the best support. I would love to help! 


For us to better assist you, can you please provide additional information on this matter. Any errors you are receiving would be greatly appreciated. This way, we can both take a closer look and get this resolved.


I hope to hear from you soon!

Vanessa, AT&T Community Specialist 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

Contributor

 • 

2 Messages

3 years ago

Hi. I tried the options n i hv a unlock number but no work. Help pls
Brand User
ATTHelp

Community Support

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136.7K Messages

3 years ago

Hello @jeanamyers,


Thank you for bringing this to our attention! We understand how important it is for our customers needs to be taken care of. I definitely want to get to the bottom of this!


You mentioned attempting the steps and receiving an unlock code! I will be asking a few questions to gather additional information to better assist you. When you attempted to put in the code, do you receive an error? Are you directed to a page which asks to provide the unlock code? When it comes to unlocking a device, we recommend using an active non-AT&T SIM Card to ensure the device is removed from AT&T Network. 


I am looking forward to getting this resolved!


Vanessa, AT&T Community Specialist



Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.
DPenhead

Mentor

 • 

32 Messages

3 years ago

I dialed 2945#*150# and it opened up the option to type in an unlock code for the phone without having to use another company's sim. It then gave me ten chances to enter in the correct unlock code. Since I actually have a real unlock code that I received from ATT for this new GoPhone, I put that code in and it worked the very first time. Now, my GoPhone is 'successfully unlocked'. Makes your heads explode, doesn't it? Tomorrow I am going to go see if a new ATT sim can be read on the phone.

JoeJohn

Mentor

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50 Messages

3 years ago

I bought an old iphone it’s asking me to wait 14 days to unlock since it previously activated under a different customer. No one has used this phone for much longer than 14 days since they upgrade and sold this. Does this mean 14 days after the first unlock attempt. I need this for international travel and stuff like that. The phone meets Full eligibility requirements. After opening a case with support they sent me the same error. their website unlock worflow returns. ATTs device unlock process seems to have incorrect data in its system

backend. This seems to be a failure with customer service support’s incompetency to reconcile the incorrect data regarding the phones imei.

 

Brand User
ATTHelp

Community Support

 • 

136.7K Messages

3 years ago

Hello @JoeJohn,


Thank you for bringing this to our attention via the Community Forums. Having your device unlocked comes with many benefits. I apologize to hear you're experiencing trouble with getting this done. It's my pleasure to help!


We definitely want to review this request further. Please send me a private message to @ATTCares including any additional details you have regarding the device you would like unlocked. Thanks so much.


I look forward to speaking with you, and hope your day is wonderful!


Jess, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.
JoeJohn

Mentor

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50 Messages

3 years ago

So basically what at&t did is give me the run around again. Instead of forcing the unlock or fixing their unlocking service so it works, since it meets all requirements stated. They just asked me for all my personal information and said to go ask the seller. They know i am

the buyer, i own the phone that was rightfully sold to me. So have me contact an ebay reseller? ATT will just ask the reseller to ask the person who traded it into them

to call att. Then ATT will have some excuse for them. Moral of the story i guess is don’t buy your devices from att if you need to upgrade or resell your device every so often to get the latest phone.

GLIMMERMAN76

ACE - Expert

 • 

20.5K Messages

3 years ago


@JoeJohn wrote:

So basically what at&t did is give me the run around again. Instead of forcing the unlock or fixing their unlocking service so it works, since it meets all requirements stated. They just asked me for all my personal information and said to go ask the seller. They know i am

the buyer, i own the phone that was rightfully sold to me. So have me contact an ebay reseller? ATT will just ask the reseller to ask the person who traded it into them

to call att. Then ATT will have some excuse for them. Moral of the story i guess is don’t buy your devices from att if you need to upgrade or resell your device every so often to get the latest phone.


@JoeJohn

 

actually that is on the reseller....  I had a iphone unlocked in 6 minutes 2 weeks ago...

 

unlock4.PNGunlock3.PNG

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
JoeJohn

Mentor

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50 Messages

3 years ago

Unlocks are automated. There is no way for the reseller to prove they are the reseller of the phone. att is the only has a record of the account the phone was sold to and what accoubts it has been used on. So no its not on the reseller, how would att even know it was the reseller calling. Yes I understand theoretically att unlocking system is supposed to work how they say it is. And theoretically its a service their customers are happy with and theoretically customers can buy phones from att while having some flexibility to sell their old phones and upgrade their devices. Sadly this isnt the case in this specific scenario.

graeco

Scholar

 • 

335 Messages

3 years ago

@JoeJohn,

 

att should not be blamed for this. its YOUR responsibility because you bought the phone from an ebay user. you should know everything about the gadgets that you are purchasing online.

 

the only way to resolve this is for you to contact the seller, ask him/her to unlock it. if not, return the phone.

GLIMMERMAN76

ACE - Expert

 • 

20.5K Messages

3 years ago


@JoeJohn wrote:

Unlocks are automated. There is no way for the reseller to prove they are the reseller of the phone. att is the only has a record of the account the phone was sold to and what accoubts it has been used on. So no its not on the reseller, how would att even know it was the reseller calling. Yes I understand theoretically att unlocking system is supposed to work how they say it is. And theoretically its a service their customers are happy with and theoretically customers can buy phones from att while having some flexibility to sell their old phones and upgrade their devices. Sadly this isnt the case in this specific scenario.


That is the problem with installment agreements these days...  I do resell phones BUT I get them UNLOCKED before sale...  Hence the reason I BLAME THE RESELLER....  

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
JoeJohn

Mentor

 • 

50 Messages

3 years ago

ATT locks the phone so they are responsible for setting the unlock process then honoring that process. They should be motivated to honor this so they dont violate basic consumer protections. You can blame anyone you want, you can believe the sky is purple. At the end of the day, only att can unlock the device. This is the objective reality. If its in possession of the rightful owner, and that phone has been paid for or upgraded. They need to unlock the device. 

GLIMMERMAN76

ACE - Expert

 • 

20.5K Messages

3 years ago


@JoeJohn wrote:

ATT locks the phone so they are responsible for setting the unlock process then honoring that process. They should be motivated to honor this so they dont violate basic consumer protections. You can blame anyone you want, you can believe the sky is purple. At the end of the day, only att can unlock the device. This is the objective reality. If its in possession of the rightful owner, and that phone has been paid for or upgraded. They need to unlock the device. 


actually there are other places to get unlocks but they cost....  Thats the problem with used phones the original owner is the only one ATT cares about sad but true.  

 

Actually ATT is not violating anything if you read the CTIA agreement....  Do I like the unlock portal no but its better than tmobiles method.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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