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jared992's profile

Contributor

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1 Message

Fri, May 5, 2017 7:15 PM

Galaxy S7 Unlock Not Found!

I recently purchased a Galaxy S7 off Ebay that is locked to ATT. The phone looks brand new, and I doubt it was ever used because it is in the original plastic film still. I am not currently an ATT customer, so I tried to unlock on the portal by entering my IMEI code and selecting that I am not a customer. However, I get a message that says my IMEI number cannot be found in the system. After receiving this error, I entered the IMEI number on the Go Phone page to see if the phone was eligible for an ATT sim. It found my device just fine, correctly identifying it as a Galaxy S7, and informing me that I am eligible for an ATT plan.

 

It seems that the phone might not have ever been activated on the ATT network, and that is why the IMEI number cannot be found in the system for an unlock. 

 

Anybody else ever encounter a problem like this?

ATTHelp

Community Support

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179.8K Messages

5 y ago

Hello there @jared992!

 

Welcome to the Community Forums! I am glad you reached out to us for assistance regarding the issue you are having with the unlock process. I will be delighted to assist!

 

What you are experiencing isn’t an unknown issue as we have received multiple users encountering similar problems. This error is caused by system updates, which are under investigation. I apologize for any inconvenience.

 

The good news is I can personally get this matter taken care of. I will be sending you a private message to gather some additional information. Please be on the lookout!

 

I look forward to speaking with you and resolving your concern as soon as possible.

 

In the meantime, please enjoy your weekend!

 

Anabel, AT&T Community Specialist

Contributor

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1 Message

5 y ago

I been dealing with the same problem and talking to one of your specialist for days now since the april 30th (its now the 7th)! just a whole bunch of me repeating the same thing, cant get my s7 unlocked because imei cannot be found in unlockportal, then they ask me for my number and email and etc . Its like by law I shouldnt be having so much problems to get the unlock code all the info is in the private messages to ATTMobilityCare 

ATTHelp

Community Support

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179.8K Messages

5 y ago

Hey @mikestylezz,

 

I sincerely apologize you have been waiting for a resolution for so long! I have checked our inbox’s for your message and have not been able to locate it. I will be more than happy to get this resolved.

 

Please private message @ATTMobilityCare and send your full name, a good contact number, your IMEI, and the best time to reach you. We will get this taken care of as soon as possible!

 

Best regards!

 

Daniel, AT&T Community Specialist

Contributor

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1 Message

4 y ago

I'm facing the same problem, opened multiple tickets with customer care to unlock it but all returned saying I need to do it online. How can I do it online when I do not find my device with imei number.

Tutor

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4 Messages

4 y ago

So if you bought it off eBay it could be stolen. If AT&T can't help you I would go back to the website you bought it off of.
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