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Help unlocking AT&T Surface Duo?

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NexusPenguin

Senior Member
Sep 21, 2013
1,202
702
Xiaomi Mi 11
Hi,

It's been reported that you can now get an unlock code directly from AT&T, without having to call Microsoft.
It has also been reported that you can get this unlock code from AT&T even though you are no customer of theirs and never have been such customer.

Can anyone please confirm this ?

Regards.
Any one has an answer to this ?

I am about to order a Sureface Duo from Amazon... but would like it to be a nice process to get that unlock code.
 

tiguy99

Senior Member
Oct 3, 2007
1,602
249
Chicago
Hi,

So no one in here able to tell if I can now unlock the thing really smoothly from AT&T directly without being a customer of theirs ?

Regards.

Reddit is your best friend here!

https://www.reddit.com/r/surfaceduo/comments/nqsiy3
XDA traffic is MUCH less now a days vs Reddit 🤔

Any one has an answer to this ?

I am about to order a Sureface Duo from Amazon... but would like it to be a nice process to get that unlock code.
Just got mine from Amazon on Monday!

It's a fantastic phone/tablet/productivity device. You'll love it. Very very high end build quality for sure.

Took it out of the box and immediately had a 2GB update to the current version waiting. After updating the phone runs SOLID and doesn't have the bugs people complained about😊
 
Last edited:

NexusPenguin

Senior Member
Sep 21, 2013
1,202
702
Xiaomi Mi 11
Hi,
Returned mine.
Was tired of 2 things :
1°) one display getting "off" too many times even while playing ;
2°) having to replace everything on both displays each time I run the app or even put it back to foreground whan it was placed in background for 5 seconds.

MS refunded the money real fast.
 

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  • 4
    I can confirm that you no longer need to involve AT&T at all to unlock the code.
    1. Call Microsoft Support at (800) 642-7676
    2. Choose Home User
    3. Choose Surface Support
    4. Ask for a Surface Duo specialist
    5. Ask to unlock your Microsoft Surface Duo phone
    6. Provide them with your phone's...
      • IMEI (Settings -> About -> IMEI)
      • Serial number (Settings -> About -> Model & hardware -> Serial number)
    A turnaround time of 4 (business) days was given and I just received my unlock code via email right on schedule this morning (8/11/2021 -> 8/16/2021 = only 3 business days).

    Don't bother with the Unlock your AT&T phone or device page, which has detailed instructions to unlock your specific device (PDF, 572KB). The reason why is that the Microsoft Surface Duo isn't even listed. I was unable to find any official documentation from Microsoft or AT&T on how to complete the unlock process once you receive the code, but it turns out that it's pretty straightforward:
    1. Power off the Duo
    2. Remove the AT&T SIM card
    3. Insert a non-AT&T SIM card
    4. Power on the Duo
    5. Enter your PIN/password to unlock the screen
    6. A giant full-screen form will appear that says "SIM network unlock PIN"
    7. Note that the other screen will not react to taps
    8. Tap on the line and enter the unlock code supplied by Microsoft
    9. Tap Unlock
    10. A message should appear that the phone has been unlocked
    11. If that doesn't work, try replacing the last digit with a different number, then tap Unlock
    I was lucky in that the exact code they provided worked for me the first time.

    On a related note, if you happen to want to use your previously-locked-to-AT&T Duo on Verizon (or any of the offshoots like Xfinity Mobile) you will need to get them to enable the "CDMA-less" option for your line/account. This will require a phone call. I'm still working on getting Xfinity Mobile to understand what I'm asking for. Without it, you won't be able to receive text messages.
    2
    I just called the support number to get my unlock code. The rep seemed to immediately know what was going on, collected the IMEI and SN, and said he'd call me back with the unlock code within 3 days. Did not ask for the ATT Case Number.

    I'll post an update.
    I just wanted to post an update. I just received a phone call from Microsoft with my unlock code. After the call ended, they also sent an email with the code and unlock instructions.

    To recap- I called Microsoft and gave them my IMEI and S/N. No ATT case number was required. I requested my code on the 14th of July and received it on the 21st.
    2
    Great congratulations so there are different hardware on Surface DUO
    Microsoft support called me today and provided me with my unlock code!
    2
    Ok, time for me to jump in here. I got my 256GB Duo (locked to ATT) from Amazon yesterday thru Woot's Amazon store. Got it all set up. Just got off of online support chat with Microsoft where I gave them a very detailed breakdown of needing the phone unlocked, how ATT doesn't have the codes, gave them my ATT case number (I had already been rejected by ATT online unlock request), gave them my Duo IMEI and Serial Number, and gave them HighWing's case number so they could reference that if needed. She escalated the case and sent it to her manager, but the manager was busy at the moment so she is going to send me an email soon to follow up. Hopefully they are able to resolve it and give me an unlock code. I'll post updates as I get them.
    2
    I just called the support number to get my unlock code. The rep seemed to immediately know what was going on, collected the IMEI and SN, and said he'd call me back with the unlock code within 3 days. Did not ask for the ATT Case Number.

    I'll post an update.