- edited 02-18-2019 5:11 PM
Unlocking Your Device - Requests & Facts
Your device is designed to work on the AT&T wireless network, and may require a device unlock to operate on another compatible wireless network. AT&T can send you unlock instructions upon request, provided that we can reasonably obtain them from the manufacturer and that you meet the requirements below. You should receive a response within two business days.You will find information on how to unlock your device and answers to most questions below.
Notice: AT&T cannot unlock devices from other wireless carriers.
How To Request A Device Unlock
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.
Business customers can request an unlock code for a business device Here.
To check status of your request
General Requirements for All Unlock Requests
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.
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 Customer Care
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.
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Solved by: Go to Solution.
03-23-2018 3:52 PM
@DPenhead it’s hilarious anyone with a paid off att locked phone can see their portal doesnt work a large part of the time. Most faimilies have at least one in the home. Everyone in this forum has numerous emails they could post supporting and corroborating the same experience. Once you destroy your brand name and reputation it DOESNT come back.
03-23-2018 4:10 PM
Okay. Let's break this down to the facts. Maybe I am not understanding some aspect of this, so let us try this again a different way, shall we?
1 - My phone IS unlocked with the unlocking code that was given to me by AT&T directly. They put me through a process to verify my email and information, then gave me the code. I wrote it down. I used it on my phone within 5 minutes and instantly received a notice on my phone telling me that it was unlocked.
2 - The phone is unlocked.
3 - It does not read a brand new MicroSIM card, but will use anyone else's MicroSIM card without an issue at all and the phone operates perfectly with their card from their phone in this phone. I have only tried it on the AT&T network and I have shown people in the AT&T store that it works just like I am saying that it does. I can access the internet via WiFi with it, but I do not need a SIM card for that. The phone operates flawlessly, except the menu for editing the Access Point Names is greyed out.
What am I missing? Why will this not work for me? Am I missing some aspect to this process? I have 100% permission from AT&T management for this to work and my phone IS UNLOCKED. Does anyone have a solution? I grow weary of debating about right and wrong... What does that accomplish? I know there is a solution to this... Would flashing it resolve it?
03-23-2018 4:41 PM
@DPenhead Does your ATT SIM card work in other phones?
You do not need to unlock an ATT phone to work on ATT. If the phone works with other Att SIM cards, but your SIM card doesn’t work in ATT phones, then it’s the SIM card.
03-23-2018 4:43 PM
03-23-2018 4:54 PM
We tried 4 different brand new nano-SIM cards, in two different phones, in 5 different stores. None of those work because it will not read new SIM cards from any network. I have a blank SIM card from another network and it also does not see it. It will however operate perfectly with any nano-SIM card that has been activated on any other AT&T phone and is currently being used on that phone as a paid and up-to-date customer of AT&T...just like I am...
1 - It is NOT the SIM card that is bad.
2 - It is NOT the SIM card reader that is bad.
3 - The phone works perfectly with another SIM card in it.
Any other ideas?
03-23-2018 4:55 PM
@GLIMMERMAN76 you say its a problem with apples server because they control the unlock? Wrong. All that ATT has to do is send an authenticated api call to the apple server with the IMEI they would like to unlock. Apple would prefer if phones were kept unlocked so their customers could go to the carrier which provides the best experience. Remember they use iphones too. The only people that like ATT are those that receive incentives for making opinionated arguments, misleading comments, and undefinitive statements, on this forum. Yeah you get a great price, your phones unlocked, while us real customers get screwed. at-least you guys put a expert by your posts so we know who is completely full of it and whose a real customer. @DPenhead these guys must think customers know nothing about technology.
The iPhone unlock is strictly an Apple server function. When activated through a carrier with a universal phone it locks the phone to apple servers.
I don’t know who you think gets a great price. I don’t get an price break from ATT, I don’t work for them. Neither does @GLIMMERMAN76.
03-23-2018 4:56 PM
'Does your ATT SIM card work in other phones?'
Not for that phone. I have a SIM for my current AT&T phone, but it is my backup phone with a cracked screen from a few years ago and the SIM is a different size. It is bigger.
03-23-2018 4:58 PM
Yeah, activate the new SIM card in a different phone.
03-23-2018 5:03 PM
I want to say there was some kind of issue with that. I discussed doing that at one of the stores, but I think something kept us from doing it. I don't know. I don't remember. Maybe I need to give that another shot to see if I can eliminate it as a possibility again. Good idea though. It just dawned on me a minute ago to maybe have my current SIM cut down to a smaller one, which could potentially do the same thing, but I think we discussed that too and supposedly it wouldn't work. I'll give it a try again at a store and see if I cannot work through that again to see. Thanks for the idea.
03-23-2018 6:01 PM
I am thinking whoever gave you that unlock code screwed something up. Because they did break a att rule on the unlock.
To reply to why it worked last year and not this year att did get more serious with the unlock rules.
03-28-2018 12:39 PM
Buy from ebay..and now go overseas. Need to use another card. But when try to unlock.
"Looks like you upgraded your device recently so we can't unlock it right now. Submit a new request after the 14-day waiting period ends."
I buy this Kyocera DuraXE in January.
Need help. Thanks.
04-02-2018 6:26 PM
@JoeJohn Of course it matters if it is eligible. Hate to tell you this. But i bought a phone on eBay, sent in my unlock request, next thing you know I'm entering the unlock code and the phone is currently rocking away on T-Mobile. The process was very smooth.
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