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.
dnovak
Voyager
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3 Messages
5 years ago
@lizdance40 Thank you for that advice. Tech Support quickly resolved the issue by updating the IMEI for that phone on my account. After that, the Unlock Portal worked just fine. Tech Support added that I could have resolved this issue myself by going to att.com/activations and reactivating that particular phone after it was replaced. I have not tried that, but I suspect that too would have resolved my issue.
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formerlyknownas
ACE - Sage
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117K Messages
5 years ago
@dnovak
See, Verizon has a method to replace a device, even on prepaid, built into its online account for every person. ATT does not that I know of. I’ll look for it now.
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ashsassin
Contributor
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1 Message
5 years ago
I have waited 48 hours, and my phone unlock status still shows as processing... I have already switched carriers and it is very frustrating. AT&T is holding my phone hostage. Also, I can not get anyone to help me. There is no email address. Phone tree customer service is frustrating and unhelpful, and this can not be done in store!
Leaving an even more sour taste in customers mouths on the way out the door is not the way to win back business... AT&T is acting like a crazy ex-girlfriend with the "if I can't have you, nobody will mentality." Cut it out and unlock my phone. It is paid off and already being "serviced" by T-Mobile, except I can't use it! Fix this.
Unlock Request #: CUL122343377263
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anarmamedov
Teacher
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18 Messages
5 years ago
Hello,
Have bought 1 month ago USED the tablet, today I ve tried to insert my SIM card and worked it but I ve seen that it requires PIN-code.
I live in the outside of USA and cannot find any At&t service, so I ve tried get my PIN unlocking code from here but there was showed:
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formerlyknownas
ACE - Sage
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117K Messages
5 years ago
Directions were clear:
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mohamedknathani
Contributor
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1 Message
5 years ago
I am trying to check the status of an unlock request and I get a message that there is no case with that IMEI/case number.
Furthermore, I got a message saying the unlock couldn't be completed. I would appreciate some clarification.
Thanks!
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Constructive
Former Employee
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32.9K Messages
5 years ago
@mohamedknathani this isnt at&t this is a customer forum we cant tell you why its not working
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minhaoxue
Tutor
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8 Messages
5 years ago
Tried to unlock my phone but got a message
Looks like your IMEI and phone number don't match. Check your info and try again
all my information is correct and I have unlocked this phone many times before.
what is wrong?
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formerlyknownas
ACE - Sage
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117K Messages
5 years ago
What do you mean “unlocked THIS phone many times before”.
I assume you mean other phones, not the same phone as once unlocked a phone does not lock again.
If you didn’t purchase from AT&T, the IMEI is not in the system. You will have to call and ask for tech support to get help.
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minhaoxue
Tutor
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8 Messages
5 years ago
I have an AT&T network iPhone (15 years).I am going out of the Country on Saturday and want to unlock it so I can put a sim chip in when I’m overseas. When I return to the US, I put my AT&T sim back in.
When I go through the process on the AT&T website to unlock, I got a message the IMI does not match my phone number information.
I have unlocked this phone in the past with no issues . Why am I having the problem now?
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