Att prepaid unlock question

Hello @Crv1983!We understand how important it is to be able to unlock your device.

To unlock an AT&T prepaid phone, you need to:

1. Check if your device is locked to the AT&T network and meets all the requirements for unlocking.
2. Check if your device has the Unlock app. If it does, use the app to unlock your device.
3. If your device does not have the Unlock app, go to http://sm.att.com/c540a1df and select Unlock your device. Follow the prompts to submit an unlock request.
4. Check the status of your request at http://sm.att.com/a9672758 or use the link sent to you by text or email.

Please let us know if you have any other questions.

Thank you for contacting AT&T Community & Forums,

Susan, AT&T Community Specialist

Hi. Thanks for your response.  I do not have the unlock app so I did try using the unlock portal.  I receive a response directing me to use the unlock app on my device which I don’t have.  Is it possible to unlock using the portal without being referred back to an unlock app that I don’t have?  Thank you

Hello there, we hear you and want to help get this sorted. 

We are going to initiate a DM to help you with your concern regarding the unlock issue.

Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums)

Looking forward to speaking with you!

Thank you for contacting AT&T Community & Forums,

KenK, AT&T Community Specialist

Hello, I am having the same issue as the person above. I have no unlock app, my device is eligible for unlock per AT &T website, I purchased it from an AT &T store and tried to do the unlock through the portal but they said it was denied and that I must use the unlock app that I don't have.

There are mixed messages from AT&T depending on where you look, but the unlock portal seems pretty adamant that you have to use the Unlock App.

File a BBB complaint and someone from AT&T corporate should contact you and help you get this resolved. 

Please come back and let us know the outcome.

They've come back twice and said they can't unlock it. We filed a complaint with the BBB. So, we are pending resolution with the BBB...AT &T should not be allowed to sell phones that they cannot unlock. The phone is less than a year old and fully unlock eligible. SMH