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Saturday, July 5th, 2014 10:39 PM

Can't Request Unlock Code (Invalid IMEI)

Hi, so my family and I have moved to London, and we are all getting new phones except one of us, who has a Moto-X and wants to keep her existing device. We have terminated our contracts with AT&T for that device so it can be unlocked, but when we go online to request a device unlock, we run into a problem. When entering the IMEI of the device, (found by typing *#06#) it says "We do not have a record of the IMEI you entered. Please verify the IMEI entered is correct by dialing *#06# on your device." Please help us to unlock this device so we may use it with our new carrier in London.





450 Messages

9 years ago

Hi @EricTTG 


Have you fully paid off your AT&T account yet? If your account is not fully paid off then you won't be able to process an unlock code. 


Is the Moto X you have a customizable Moto X Card, Pre-Build Moto X (White or Black bought in an AT&T location) or bought directly from Motorola? This could have a factor in why your IMEI can't be located. 


In either case, I would recommend using our Live Chat feature since you are in London currently. They will be able to assist in troubleshooting the unlock request and assist your further. 


Hope this helps!

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