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THX1965

Mentor

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17 Messages

Sun, Feb 19, 2017 7:44 PM

Device Unlock Error - AT&T says IMEI number doesn't match a compatible device

I can't unlock my iPhone 6 (which is out of contract) because AT&T claim the IMEI number dosn't match a compatible device. This is the error message that I have been getting 3 times in a row:

 

"Your unlock request was denied because the IMEI number doesn’t match a device that’s compatible with the AT&T network.

Check the IMEI number by dialing *#06#, or check the device settings, and then submit a new request."

 

This is of course nonsense, since I have been using my iPhone on the AT&T network for 2 years. I triple checked the IMEI number and it is correct. The device gives me the same correct number either when I look it up through device settings or when I dial *#06#.  This iPhone - purchased through Apple and activated through AT&T - was on a 2-year plan and is now paid off.

 

I really need to unlock this phone. Customer service can't or won't help. Why can't this issue not be fixed by a simple phone call?

 

Thanks in advance for any help.

 

Markus

Responses

Accepted Solution

Official Solution

lizdance40

ACE - Sage

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71.5K Messages

2 years ago

For those who are being sent in circles....

1.   The IMEI doesn’t register on ATT until you activate and use the device on ATT.  

2.   If you bought a prepaid phone, you cannot get it unlocked without the required 6 months on ATT.  The past loop hole is closed on these lower priced phones and ATT will not make an exception.

3.   iPads are not locked.  

4.   If you bought a full priced phone (not prepaid) for $650+ then:  A. If you wanted unlocked you are disadvantaged buying a carrier branded phone.  And B. You will have to jump through hoops with Support here @ATTCares by private message to unlock it now.  Expect to provide proof of purchase.

5.  iphone are only unlocked and sim free if you buy direct from Apple and request the Sim free version.   Best Buy does not sell unlocked iPhones.  

6.  If your phone was replaced by insurance or warranty the IMEI may not have been replaced in the ATT system.  You can ask ATT to correct this and backdate, so your replacement is eligible as the original would have been.  

   I hope I covered all the various reasons you might get this particular message.

 

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Official Solution

Community Support

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15.2K Messages

3 years ago

Hey All,

 

I do apologize for the issues with the unlock process and the delays it has caused. We had a problem with our Device Unlock Portal; however, it has now been fixed.

 

Several of the customers we were working with have reported being able to get their devices unlocked from it since the patch on Monday. If you are still needing your device unlocked, can you please try through the Unlock Portal again, and let us know the outcome? We greatly appreciate all your help with this.

 

Michelle, AT&T Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp and @DIRECTVService

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

Hi,

I am having the same issue. It is showing me below error when I am trying to send unlock request from it's online portal:-

"Looks like the IMEI number you entered doesn’t match an AT&T device. Try entering it again. Dial *#06# on your mobile phone to make sure you have the right IMEI."

This is definitely At&T device and I have paid off the balances at At&T store itself so that I could get my device unlocked. But it will not do so for this IMEI reason.

I have checked with customer service and they confirmed that I am eligible to get my phone unlocked.

Please help me resolving this issue.

Brand User
ATTHelp

Administrator

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111.5K Messages

3 years ago

Hi there @THX1965,

 

Oh no! I’m sorry to hear you’re having issues submitting a device unlock request for your iPhone 6. I can understand the importance of unlocking your phone, especially if you plan on using another carrier’s SIM card! Thanks a lot for coming to the Community Forums to research a resolution! I’d be delighted to help out.

 

Since you purchased the device through Apple directly, there is a possibility the device was not an AT&T branded device. If this is the case, it would explain why the IMEI is not being recognized. You can contact Apple as well to see who the device is carrier locked to.

 

I do agree this should be something which should be looked into further. In order to do so, I will be contacting you via private message to gather some account information. Please refrain from posting any personal information in the Forum, as it will be edited out for privacy reasons. Please be on the lookout for this message! I look forward to speaking with you!

 

Have a wonderful day!

 

Portia, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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2 Messages

3 years ago

Same issue here. Tried to unlock three out-of-contract iphones and all of them had the same message today (2/20/2017).  All the phones were purchased through AT&T. 

Contributor

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1 Message

3 years ago

I'm having the exact same issue and my phone was purchased through AT&T. I even put in another carrier's SIM card and received a message that the phone is locked to a carrier. Please help!

Contributor

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2 Messages

3 years ago

Same issue here. Tried to unlock three out-of-contract iphones and all of them had the same message today (2/20/2017).  All the phones were purchased through AT&T. 

THX1965

Mentor

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17 Messages

3 years ago

The issue is resolved. I contacted AT&T customer service by phone and  they started a case and told me I had to wait 3 business days and someone would contact me. At the same time here on this forum I sent a private message to @ATTMobilityCare describing the problem with my IMEI.

 

Someone from ATTMobillityCare got back to me soon, confirmed that there was a case number and promised to stay on top of this. Today I got an e-mail from someone at AT&T Customer Care regarding my case. They had fixed the issue and gone ahead and unlocked my phone. This was fixed in under 3 business days (and over a weekend), which I really did appreciate.

 

So I'd say, try all of the above. Provide them with your IMEI number and hopefully they'll fix it as quickly as they did in my case.

ruckus226

Teacher

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24 Messages

3 years ago

 This is happening to me too. Called AT&T and all they did was re-submit the request and it was once again denied.

indagarden

Mentor

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20 Messages

3 years ago

I am having the same issue.  The first time I submitted the information, I used a different email and it said the information did not match.  The second time I submitted the information, I received the same response.  The third time I submitted the information it said that the IMEI was not recognized as an ATT device!  I have a case in, but the communication with ATT is really difficult.  I was on hold for an hour yesterday.

indagarden

Mentor

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20 Messages

3 years ago

I have sent a message to ATT mobility care.

Brand User
ATTHelp

Administrator

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111.5K Messages

3 years ago

Hello @indagarden!

 

Thank you so much for letting me know you sent a private message! As soon as we receive it, I will be sure to keep you updated!

 

Michelle, AT&T Community Specialist  

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Voyager

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2 Messages

3 years ago

I'm on the AT&T network since 15 years.

 

It's weird that I too having same issues submitting a device unlock request for my iPhone SE.
I'm getting the message "Can't unlock phone because of error msg "IMEI doesn’t match a device that’s compatible with ATT."
 I have checked the IMEI number multiple times and it is correct.
The device gives me the same correct number either when I look it up through device settings or when I dial *#06#.


I really need to unlock this phone as i will be travelling soon.

Thanks in advance for any help.

 

Laxma

THX1965

Mentor

 • 

17 Messages

3 years ago

Please look at my solution. Call AT&T and have them open a case. Also send a private message to @ATTMobilityCare.with detailed information about your account, your device and the problem. They are very responsive and willing to help.

indagarden

Mentor

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20 Messages

3 years ago

It is locked to ATT. It was purchased from ATT.

Teacher

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11 Messages

3 years ago

Same issuing, been trying to get them unlocked since Friday.  I have opened up a case number but they noted another two days UGH!  Why does it take two days for two phones purchased direct from ATT / paid off/  out of contract for months?  Terrible, will be jumping ship soon.

New Member

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2 Messages

i have same problem can't find solution . help me peas

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