The new iPhone 14
brookegott's profile



1 Message

Monday, January 14th, 2019 1:21 PM

Unlocking Iphone when phone number and IMEI don't match

The original phone associated with my phone number (that I purchased from AT&T) broke some time back. I bought a new phone on Amazon, which happened to be locked to AT&T as well. I used this phone for several months in the US with no problems at all. However, now I am study abroad in Spain and wanted to use an international SIM. When I went to unlock my phone online, it would not allow me to proceed because it declared that the IMEI and the phone number did not match. 


How can I resolve this? I need my phone to be unlocked ASAP because I currently have no connection. 

Accepted Solution

Official Solution


Community Support


210.9K Messages

4 years ago

Hello @brookegott and thanks for reaching out to the community!


Have you submitted and unlock request for the replacement device? Have you checked to see the the current device has met all eligibility requirements in order to be unlocked? Do you currently have a postpaid or prepaid account with AT&T?


To start the process, you can visit our AT&T Device Unlock Portal  to submit an unlock request. You can also check out our AT&T Device Unlock Eligibility Article  for further information on making sure your device is eligible to be unlocked.


Dwight. AT&T Community Specialist

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.