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Hello.

I am not an ATT user. I have a strange problem. This is not my first time doing this. There have never been problems before. My phone works on AT&T 100% , "Carrier: US AT&T Puerto Rico and US Virgin Islands Activation PolicyCountry: US - United StatesSimlock: Locked", IMEI [EDITED per Community Guidelines] but when I try to unlock it through the portal, I get the message "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.", how can I unlock my phone? For reasons known to you, I cannot come because I am afraid of the virus. Please help!

Responses

formerlyknownas

ACE - Sage

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113.5K Messages

4 years ago

The IMEI for the phone is not listed in AT&T system. There are some possible reasons for this, the first seems less likely, and it would be that the phone has never been activated on AT&T. Anther possibility is that the phone has been inactive for an extended time, and IMEI unregistered. A very common reason is that a phone has been replaced by warranty or insurance, and the IMEI AT&T has registered in their system does not match the actual one for your (replacement) phone.

The solution unfortunately is to call AT&T and speak with tech support. There are fewer employees to help during this pandemic, and a very high call volume. So be prepared for a lengthy time on hold. If anything comes up in the phone tree allowing you to ask for technical support or troubleshooting, that's is the button you push

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ATTHelp

Community Support

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225.6K Messages

4 years ago

Greetings @magrus007,

We're sorry to hear your troubles with unlocking your device. We'd recommend you making sure your device meets the eligibility requirements.

Jacob, AT&T Community Specialist

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M

magrus007

New Member

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6 Messages

@ATTHelp Hello. My phone meets all the unlock requirements. It is activated in the ATT network. However, I can’t unlock it!

Like

4 years ago

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ATTHelp

Community Support

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225.6K Messages

Hello @magrus007,

Thank you for reaching back out to us.

We'll need some more details in order for us to better assist you:

Where exactly did you purchase your cell phone from?
How long was the cell phone active on your wireless account with AT&T?
Also, when you say that you're not an AT&T user, do you no longer have an active wireless account with AT&T, or have you never had wireless service with us?

Please let us know.

We look forward to hearing back from you.

Sean, 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.

Like

4 years ago

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Soulkiss

Contributor

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6 Messages

@magrus007 Hello. You bought "US Reseller Policy" Iphone. It should be activated only US SIM-card. After activation it locks on carrier you used. I have same problem. in AT&T base "IMEI not found"

Like

4 years ago

0

M

magrus007

New Member

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6 Messages

@ATTHelp Hello. My phone was bought new in the USA, without a contract. The phone is not in the black list, it is easy to check on the website https://swappa.com/. I am not a user of AT&T. My phone is not tied to any accounts. I don’t want to contact companies that unlock phones remotely, I don’t want to use various chips to unlock them. I didn’t break anything, the phone is clean. I just want to use my phone.

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4 years ago

0

formerlyknownas

ACE - Sage

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113.5K Messages

I can keep watching you an AT&T fumble around, they asking pointless questions, and you replying even though it won't resolve the problem. I could , but it does not amuse. It annoys. AT&T should have offered a private message to manually process the unlock.

🙄
AT&T cannot process an unlock through the computer portal if the IMEI is not registered. All this back and forth on the form does is frustrate you. They (AT&T) has to manually locate your IMEI in order to start the unlock process.
( how many days have you been back and forth with them now?)
🙄🤦🏼‍♀️

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence Achiever*
*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.

Like

4 years ago

magrus007

Unlock

formerlyknownas

ATTHelp

magrus007

ATTHelp

Soulkiss

magrus007

formerlyknownas

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