Unlock device feature on website is not recognizing my device IMEI number

It would help to know what you are trying to unlock?

And if the device has met minimum use requirements?

And is it being currently used on AT&T?  

Are you sure it is locked to AT&T?

What’s the error?  If it comes back that it isn’t an AT&T device, or wasn’t sold or activated by AT&T, that usually means that the IMEI isn’t in their database.  If that’s the case, then the online unlocking portal won’t work.  You’d have to call AT&T and convince them to manually research the IMEI.  Are you an AT&T customer who had the phone on your AT&T account?

I am an at&t customer. When I login to my at&t account, it shows same phone. At one point it recognized that IMEI but at that time my session got expired. After that it never worked. It shows error something like IMEI number is not correct even though I double checked hundred times. Thanks

Again, what device/phone?  

Are you sure it's locked?  

Was it ever replaced with warranty or insurance?

Hello @sraheel24, we're happy to provide tips to submit your unlock request with your IMEI.

Verify that your device meets the following eligibility requirements before submitting your request.

• The device will need to be active for 60 days on a postpaid, or 6 months on a prepaid account. You will need to be in the US to activate service.
• Is an AT&T phone or device and isn’t active on another AT&T account.
• Was paid in full when you bought it (not on an installment plan). You won’t have to wait 60 days to unlock it.
• Has a paid-off installment plan.
• Paid through your monthly bill: Submit your unlock request at the start of your next bill period.
• Paid off early: The wireless number assigned to the device must be active for at least 60 days. Wait 48 hours after you make your final payment to submit your unlock request. Learn how pay off your installment plan.
• Doesn’t have a past-due account balance. Make a payment to bring your account current. It will take 24 hours for your payment to post. 
• Hasn’t been reported as lost, stolen, or involved with fraud.

Once you have confirmed that your device is eligible, try clearing the cache and cookies in your web browser. Confirm the correct IMEI for the device, and visit our AT&T Unlock Portal to submit your unlock request.

Let us know if you have any questions.

Thank you for contacting AT&T Community Forums. 
Susan, AT&T Community Specialist 

The device will need to be active for 60 days on a postpaid, or 6 months on a prepaid account.

Post paid plan

You will need to be in the US to activate service.

Service is already active. i am not in US right now.

Is an AT&T phone or device and isn’t active on another AT&T account.

I purchased phone and activated with AT&T store.

Was paid in full when you bought it (not on an installment plan). You won’t have to wait 60 days to unlock it.

Paid in full

Has a paid-off installment plan.

Paid through your monthly bill: Submit your unlock request at the start of your next bill period.

Putchased from best buy before activation 

Paid off early: The wireless number assigned to the device must be active for at least 60 days. Wait 48 hours after you make your final payment to submit your unlock request. Learn how pay off your installment plan.

Active for more than a year

Doesn’t have a past-due account balance. Make a payment to bring your account current. It will take 24 hours for your payment to post. 

No past due

Hasn’t been reported as lost, stolen, or involved with fraud.

Not reported.

I will try to cleat cache and see if it works.

Thanks

Hi @ sraheel24, we’re here to provide you the information you need. Let's point you to the right direction!

As you've mentioned the phone is locked, and you tried to unlock the device by following the options provided on the website. We would request the account holder to get in touch with us to unlock the device.

Please contact our customer service team at 800-331-0500 and their working ours are from Monday through Friday 8 AM CST to 9 PM CST.

Thanks for contacting our AT&T Community!

Antony, AT&T Community Specialist