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.
jabz10
Contributor
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2 Messages
6 years ago
Hi I purchased a AT&T ZTE Mobley hotspot from someone, it doesn't have at AT&T account associated with it.
I am not in USA, I am testing it in another country that has compatible mobile service as AT&T i.e. 3G 850MHz so it will work here.
However when I insert a SIM into it and launch the AT&T wifi manager, it says "incorrect SIM" please input unlock code from AT&T to unlock.
I submitted a unlock request online, and the request is denied because the reason given is "Your IMEI number & device don't match"
I triple checked the IMEI number is from the device, and is entered correctly. I even checked the IMEI from the system configuration page of the device. So it is correct.
So can someone from @ATTHelpForums please help unlock it? It seems @ATTHelpForums doesn't accept PM anymore.
thanks
Jai
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Anonymous
New Member
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25.7K Messages
6 years ago
@jabz10 you need to message @ATTCares
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Devlin_morgan
Contributor
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2 Messages
6 years ago
Sorry if this is off topic but I bought an unlocked Att branded Tab s2. The seller even provided a copy of the unlock code. I've used tmobile on it but I kind of want to get the party as you go att plan. If I activate the att sim card on the tablet will my tablet be relocked to att again?
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formerlyknownas
ACE - Sage
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117K Messages
6 years ago
@Devlin_morgan
It is not possible to re lock an unlocked device.
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ODad
Guru
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673 Messages
6 years ago
Do we need good unlock experiences posted? I recently purchased two phones on eBay.First phone I unlocked without issue. Second phone had issues; I didn't own it; this is not a consumer device... So, I had the seller get me the unlock code. The seller had no Issue obtaining the code; sent it to me . . . device is unlocked...
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LordArvy
Contributor
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1 Message
6 years ago
i try to unlock my phone. status is approved, I never received the unlock code in my email, inbox or spam. please help me. thx
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b1tphr34k
Tutor
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5 Messages
6 years ago
I tried to submit a device unlock request, but it was denied because the phone is on an installment plan - trouble is, the phone has already been replaced and i can't seem to locate it on my plan for installments. its been inactive for over a year and i'm just trying to see if i can unlock and re-purpose it.
Any assistance would be greatly appreciated. tried messaging @ATTHelpForums but doesn't seem to be accepting private messages.
Regards,
Jeremy
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
6 years ago
did you unlock as a existing customer? Try unlocking as a non customer.
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b1tphr34k
Tutor
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5 Messages
6 years ago
Thanks tried that too with the same results - only it doesn't even try to process the unlock , it just tells me the device isn't paid off.
I think i'm down to having to open a support case to have them track down where that installment plan is.
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
6 years ago
yeah because using the unlock site is going to get you know where.
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