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Community Support

 • 

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

graeco

Scholar

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335 Messages

3 years ago

you are not the original owner of that phone. The agreement is between att and the customer who originally owns the phone. what if the original owner didnt pay the phone? what if one of the phone is included in fraudulent activities? what if there's an outstanding balance on that? ATT is doing business, sad to say but business is business.

JoeJohn

Mentor

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50 Messages

3 years ago

Well business is business and its certainly not good for business if your limiting the resale and value of the devices you sell. Customers are less likely to upgrade if they cannot recoup a decent market value of the phone. Newer phones = happier customers. Att is also making it more expensive for customers to lease their phone, since unlocked phones have a higher resale value the trade-ins arent worth as much. There is no motivation on ATTs part to not unlock phones that have a clean IMEI. ATT wireless is just a company people will put up with untill one of the big tech giants with enough cash on hand makes a strong enough product launch to put a sudden giant dent in their market share. Locking phones short term could provide them with a benifet i guess, long term it just hurts their brand image and customer satisfaction scores. Two things which are incredibly hard to recoupe once they’ve been lost. At that point its easier to just rebrand the entire company.

GLIMMERMAN76

ACE - Expert

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20.5K Messages

3 years ago


@JoeJohn wrote:

Well business is business and its certainly not good for business if your limiting the resale and value of the devices you sell. Customers are less likely to upgrade if they cannot recoup a decent market value of the phone. Newer phones = happier customers. Att is also making it more expensive for customers to lease their phone, since unlocked phones have a higher resale value the trade-ins arent worth as much. There is no motivation on ATTs part to not unlock phones that have a clean IMEI. ATT wireless is just a company people will put up with untill one of the big tech giants with enough cash on hand makes a strong enough product launch to put a sudden giant dent in their market share. Locking phones short term could provide them with a benifet i guess, long term it just hurts their brand image and customer satisfaction scores. Two things which are incredibly hard to recoupe once they’ve been lost. At that point its easier to just rebrand the entire company.


Att does not lease phones.....  Sprint does..... ATT Next is a 0% LOAN...

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

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50 Messages

3 years ago

I mean what could lower the satisfaction of consumers more than limiting the use of a device they rightfully paid for and own. Long term the marketing and PR strategy they have to use to keep customers from leaving or boost their image to gain new customers is way more costly than any short term benifet gained from refusing to unlock phones. Just the cost of paying marketing people to review and post on this single thread is way more than any benefit gained of refusing to unlock my phone.

GLIMMERMAN76

ACE - Expert

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20.5K Messages

3 years ago


@JoeJohn wrote:

I mean what could lower the satisfaction of consumers more than limiting the use of a device they rightfully paid for and own. Long term the marketing and PR strategy they have to use to keep customers from leaving or boost their image to gain new customers is way more costly than any short term benifet gained from refusing to unlock phones. Just the cost of paying marketing people to review and post on this single thread is way more than any benefit gained of refusing to unlock my phone.


I unlocked 4 phones this week and they all went thru in a matter of minutes or hours depending on if its apple or android.  With android taking longer at this point for me...  

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

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50 Messages

3 years ago

@GLIMMERMAN76 I think its super cool you’re unlocking all these phones and probably get paid by at&t. But you certainly aren’t helping them solve improve their customer service issues or product offering. I have no idea what your comments aim to accomplish. Pretending that it works for you doesnt make it work for others, and saying that ATT has bad service so deal with it just gives more power to the countless arguments made by apple and google. If you insert a verizon sim in an att apple phone it even displays a

message stating its not apples fault the provider who sold the phone is lame.

GLIMMERMAN76

ACE - Expert

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20.5K Messages

3 years ago

You stick a Verizon sim in a iPhone 7 or 8 it's not going to work on verizon anyway.  They have no CDMA radios.

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.
GLIMMERMAN76

ACE - Expert

 • 

20.5K Messages

3 years ago

I also don't work for att.  My point is your not a customer you are a 3rd party.  

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.

Tutor

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2 Messages

3 years ago

My phone is not under contract and has been paid for since April of last year. I get an error saying I still owe on the phone so they can’t  unlock it. When they opened a case on one of the three calls I made, they send me an email saying they couldn’t process my request becaue my pin couldn’t be validated, but they validated it on the phone multiple times! This is so ridiculous! Someone please help me! 

JoeJohn

Mentor

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50 Messages

3 years ago

That completely depends if you buy a model that is limited in the bands or networks it supports. Verizon stopped locking phones because the company has some competence and common sense among its management. 

GLIMMERMAN76

ACE - Expert

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20.5K Messages

3 years ago

Verizon stopped locking phones because they were told by the us government they had to.  700c block rules.  Read about them.

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.
Brand User
ATTHelp

Community Support

 • 

136.9K Messages

3 years ago

Hey @JOROZCO2,


I’m glad you came to the Community Forums for help. I can definitely assist you with this!


Unlocking your device should always be a hassle free process. Sometimes our unlock portal can have issues and I would like to do more investigation since you’ve already done everything on your side.


In order for me to get involved, please send us a private message directly to @ATTCares. Be sure to include your name and any other detail about your device which may help me.


Thanks and talk to you soon.


Adrian, AT&T Community Specialist

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*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.

Tutor

 • 

2 Messages

3 years ago

How do I send a private message?
JoeJohn

Mentor

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50 Messages

3 years ago

Up at the top of the screen click the envolope icon.

JoeJohn

Mentor

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50 Messages

3 years ago

Yeah i had the same issue. They sent me to directions to reset my att wireless pin. Thats not even possible, the option is not there where they say it is. So probably this is just how they put more red tape around device unlocking till its impossible. Im swithing to verizon cause they dont lock their phones, this way i can travel and also upgrade my phone easier by getting a better resale since it can be used while traveling and for other carriers.

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