AT&T Community Forums

Device unlock portal says imei can't be found

I have a Samsung Galaxy S7 that I just received as a insurance replacement for a HTC M9. When I go to the device unlock page and enter the imei number for the Samsung to request an unlocked code, it says it can't find my imei.??

Anybody have any suggestions on where I can get assistance to correct this?

Thanks in advance for your help.

Responses

ATTHelp

Community Support

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231.5K Messages

8 years ago

Hey there @Slundegren!

I’m sorry to hear that you are having a problem with getting your device unlocked. I will be happy to assist you.

The first thing we want to do is double check the IMEI. Are you getting the IMEI from the box or the phone itself? Press the *#06# on the keypad and the IMEI will display there. You may have done it already, but I would double check for accuracy.

Another question….is the phone still under a 2 year agreement or installment plan? In some rare cases, if the device is not eligible for unlock, it may come up as not being found.

Right now, let’s start with checking the IMEI on the device. By all means, let me know if you are still having an issue and I will reach out to you to get this resolved.

Thank You.

Tim, AT&T Community Specialist

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Slundegren

Tutor

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5 Messages

8 years ago

Hi Tim, Yes I got the imei from the phone itself using *#06#...Also, the phone is not longer under a 2 year agreement and was paid in full about 5 5 months ago. Thanks Scott

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GLIMMERMAN76

ACE - Expert

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23.9K Messages

8 years ago

@Slundegren

replacment phones are tricky to get unlocked for some reason. I think its because the ATT system is so automated. Call 611 and tell them the problems your having. OR pm @ATTMobilityCare and ask them to put in a ticket to get it unlocked.

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