
New Member
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5 Messages
Unlocking an IMEI-locked device replaced by Asurion
my step son gave me a phone he paid off and it is carrier locked to att and it is a iphone8 plus. we went to the web portal but get the error “Looks like the IMEI number you entered doesn’t match an AT&T device”. called customer care and they could not help went to our local store and the employee said we have to go online to do it. they did ask if the phone was replaced and it was they said that might be part of the problem that it was not added to his account and that is why its not allowing us to unlock it and giving the error. but seems no one can help get it fixed @ATTCares any help would be great thank you.
Accepted Solution
Official Solution
dwill05
ACE - Master
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9.1K Messages
3 years ago
Is the phone you are trying to unlock the original phone you had replaced, or the replacement phone? It’s only the original phone that was replaced that is now owned by the insurance company and can’t be unlocked.
The replacement phone can be unlocked, assuming all of the eligibility requirements are met. The problem may be that the IMEI of the replacement phone was never registed in AT&Ts database. You have to call AT&T Tech Support to get it added to the database.
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Constructive
Former Employee
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32.9K Messages
3 years ago
if it was an insurance replacement phone then the insurance company owns it not you or your son.
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papa152
New Member
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5 Messages
3 years ago
thank you to every one we got it unlocked thanks again for all your help and work
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yatharsana
New Member
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2 Messages
3 years ago
I am going through the same issue. Asurion replaced my device and Trying to unlock my paid device with ATT for the past 3 months. No luck at all. I am on call with customer service every day for an hour explaining the whole issue. Store does not help at all.
I filed a dispute with ATT and now waiting for 30days before I reach to AAA.
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dwill05
ACE - Master
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9.1K Messages
3 years ago
AAA?
American Automobile Association?
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yatharsana
New Member
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2 Messages
3 years ago
American Arbitration Association
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formerlyknownas
ACE - Sage
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113.3K Messages
3 years ago
Did you tell them it was Insurance replacement and have them correct the IMEI and your account?
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NittanyBrittany1
New Member
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2 Messages
9 months ago
Dealing with this same issue now. For those who have had success with unlocking an insurance issued phone, can you tell me the steps you took to reach success? Dealing with customer service has not been super helpful. Thanks!
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formerlyknownas
ACE - Sage
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113.3K Messages
9 months ago
@NittanyBrittany1
Did you read the solution post and do as suggested?
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NittanyBrittany1
New Member
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2 Messages
9 months ago
@formerlyknownas Hi - I'm new here, so forgive me if I'm not following properly. I have read each response in this thread, but unsure which is considered the solution post (there seem to be a few options). I have called ATT, ATT Tech service, Asurion, and ProTech (Asurion tech service). No one seems to know how to unlock the device. ATT has no record of the IMEI (even though it was on ATT network); Asurion said that they can see the device is not blacklisted, but that it is currently locked and no other details about the phone are provided. So I'm not sure if there is something else I can say to fix it. I've explained that it's an ATT phone issued under an insurance claim by Asurion. So far, no luck getting it unlocked.
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