Unlock phone issue

Thank you for the update, Meadmark1!

If a phone is purchased from a non-AT&T authorized dealer or sites like eBay, Amazon, AT&T may be unable to unlock the device. Before purchasing the device, you would want to 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.

Since you'd purchased your device through Amazon, you will need to either contact them directly or allow the device unlock portal to reset and then submit another request.

We truly apologize for the inconvenience!

If you have additional questions, please let us know.

Thank you for visiting the AT&T Community Forums!

Jonye, AT&T Community Specialist

Not enough information. You would have removed the AT&T SIM card and inserted a SIM card from a non AT&T service provider. Which service providers SIM card did you install?

If it is a non AT&T SIM card do you see a pop-up to enter an unlock code which should be 16 digits long?

Also need to know what phone? The make and model and approximate age would be helpful.

The phone didnt come with a SIM card. I opened the SIM card slot and there was nothing so I put my old SIM card in. I have t-mobile. My phone is the galaxy A10e. Its a samsung. I dont know what you mean by approximate age. I wish I saw a popup to put a 16 digital code because I jave the code in my email it just mever pops up on my phone even after I followed the instructions

Hello Meadmark1, we're here to help you get your device unlocked. 

When you followed the emailed instructions, did they match your device on this list? This link will further outline the steps for unlock based on your make and model.

You'll need to proceed with the following steps for finalizing your unlock code request:

1. Power off the device and insert a non-AT&T SIM card. 
   • If your SIM card slot is located under the battery, remove the battery.
2. Power on the device with non-AT&T SIM. 
   • For devices with removable battery, insert the battery back into the device. (Wait for the message: “Enter the device unlock code.”)
3. Enter the unlock code. 
4. Press OK.

Please be advised, you only get 5 tries to unlock your phone. After that, you won’t be able to use it with another service provider. 

Let us know if this helps, and thank you for reaching out to the AT&T Community Forums.

Jeff, AT&T Community Specialist 

Thanks Jeff but I followed the instuctions twice. It worked the frist time but i didnt have to put a code in then after like 20 mins it went back to being locked. I looked at the lost and followed instuctions for my make and model. I even tried other models but nothing works. I'd love to have this fixed before I go to work tmr 

Thank you Joyne I doubt it has payments or anything like that i bought it off amazon a week ago. Put my SIM card in(the one from t-mobile that worked on another unlocked phone) didnt work. Had to look up that att phones need a special unlock method. Did the methid worked for like 1 min ( received text from work and friends) 10 mins later said waiting for network. Then notice a circle with a slash through it. ( like how it was when it was locked) did the method to unlock it again this time didnt work. Keep in mind i never got a promt to enter an unlock code. But I did reveicve and unlock codd twice. Is there anyway to bring this to an att person and have them fix this in person i live in North Texas