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AnnoyedUser81's profile

3 Messages

Saturday, February 24th, 2024 10:25 PM

Unlock Phone

I made an unlock request and it got denied because it said I am a prepaid user and I should use the Unlock App that is installed on the phone. There was no app installed, however, I found the app in the app store and installed it. After agreeing to the terms and conditions and allowing the app to make calls, the app comes up blank. I have uninstalled and reinstalled the app many times as well as restarted the phone and neither which have worked. I am quite sure if I do another unlock request it will get denied. Can someone tell me how I can get this app to work or what other options I may have?

Community Support

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231.2K Messages

2 months ago

Hi @AnnoyedUser81

 

Thank you for contacting AT&T Community Forums.

 

We understand the importance of unlocking the device. We're here to help you. 

 

Are you using a Android or an iOS device?

 

Before uninstalling the AT&T Unlock App, please clear cookies and cache memory of the app and uninstall the app. Restart the device and then install the app and check if its working.

 

Please check if the device is updated.

 

 

Waiting to hear from you!

 

Thank you,

 

Donald, AT&T Community Specialist

3 Messages

2 months ago

Hi,

I tried that and it still didn’t work.  Is there anyway I can get a code or is this phone rendered useless now? I have a Samsung A14.

Community Support

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231.2K Messages

2 months ago

Hey @AnnoyedUser81, We're here to help get your device unlocked. Before you submit a request to unlock device, here are some key details you need to know:

Personal device requirements

Your device:

  • Is an AT&T phone or device and isn’t active on another AT&T account.
  • 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.
  • Was paid in full when you bought it (it was not purchased on an installment plan). You must wait 60 days from your purchase date to submit an unlock request.
  • 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.
  • Is an AT&T Prepaid® phone with a Prepaid SIM that has had paid service for at least six months. You must submit your unlock request using the most recent version of the AT&T Device Unlock app.

Good to know: Don't have an account with AT&T? You can still unlock an AT&T device as long as it meets all requirements.

 

Active-duty military personnel

Being deployed for active duty? You don’t have to complete your installment plan or contract to unlock your device. Make sure you select Yes when we ask if you’re deployed military personnel.

 

Business device requirements

The device:

  • Has permission from the company to be unlocked.
  • Has a completed contract or term agreement, if applicable.
  • Requires a 30-day waiting period to unlock if it was on a two-year contract that was upgraded early.

We hope this helps! Thank you for contacting AT&T Community Forums.

Andrew P, AT&T Community Specialist

3 Messages

2 months ago

I do meet the requirements to get my phone unlocked.  I tried unlocking through the website and my request for a code got declined because I am apparently supposed to use the app on the phone to unlock it.   There was no app installed, however, I was able to find the app in the Play Store.  No matter what I have tried, the app comes up blank after asking for me to agree to its T&C and app permissions.  Is there any other way I can unlock this phone? 

Community Support

 • 

231.2K Messages

2 months ago

Hi @AnnoyedUser81,

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page: https://www.att.com/support/contact-us/, and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help!

Thank you for posting on the AT&T Community Forums!
Andrew P, AT&T Community Specialist

2 Messages

2 months ago

I can't find the app in Play Store

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