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Mon, May 28, 2018 7:51 AM

trying to unlock iphone6 but AT&T say's that IMEI # doesn't match a compatible device

I originally bought my daughter an iphone6 back in 2014 when we were still with AT&T and we switch to a different carrier back in 2016. I was able to unlock her iphone6 and my daughter have been using the phone for almost 2yrs under a different carrier. I recently brought in the phone to Apple to get a screen replaced but because the calibration test failed they had to give me a new phone. The new phone that they game me was an AT&T phone because they said that the device I brought in still says that it was an AT&T device. I was told that I just needed to request to get the new iphone unlock through AT&T. I tried requesting to unlock the phone but I keep getting an AT&T error stating that the IMEI entered doesn't match an AT&T device. I had called AT&T customer service and was told that I needed to activate the phone with an AT&T account which I did buy purchasing a prepaid sim card. The phone is activated, however, when I try to request to unlock the device again, it still gave me an error that IMEI# entered doesn't match an AT&T device.


Please help, my daughter has been without her phone for a week now and it's been really inconvenient for me.


Accepted Solution

Official Solution




5.9K Messages

2 years ago

yikes inserting the prepaid card may be the downfall ATTCares may be able to help but as far as the unlock page is concerned you do not meet the criteria all the self service website sees is a new prepaid that hasnt had 6 months of service, good luck i hope it works out, when kids phones stop working its as if the world is ending for them

  • AT&T PREPAID (formerly GoPhone®) devices must have at least 6 months of active service.
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Brand User



107.5K Messages

2 years ago

Hello @xxuauxx,

Thanks for posting on the Community Forums.

Sorry to hear about the issue with submitting an unlock request! I can definitely lend a hand and investigate further. In order to discuss this, I will be sending you a private message and gather more information. Please check your Forum's Inbox for this!

Thank you very much.

Donna, AT&T Community Specialist

*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.

ACE - Sage


69.4K Messages

2 years ago


If you have any further trouble, file an FCC complaint

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3 Messages

9 months ago

I am having same issue and need help please.