11-25-2018 10:39 AM
I keep receiving this error, when I try to unlock my iPhone SE. It has already been paid off and I checked to make sure I typed in the IMEI code correctly. The device is active within the past 60 days with no unpaid or past due balances. Other devices on the same plan can be unlocked just fine, except this device.
11-27-2018 10:16 AM
We'd love to help! Take a look at things to know about unlocking your device through AT&T. There's a list of unlock requirements. If everything matches and you still receive the error, let us know so we can investigate this for you.
James, AT&T Community Specialist
12-11-2018 6:00 AM
I had this problem too. It got fixed yesterday. All you have to do is connect your phone to a computer with your iTunes account. Back up the phone and then “restore “ phone. Then you can take it to another carrier.
12-11-2018 6:04 AM
I had this problem too. It got fixed yesterday. All you have to do is connect your phone to a computer with your iTunes account. Back up the phone to your iCloud and then “restore “ phone. Then you can take it to another carrier.
03-21-2019 9:45 AM
The same problem "Looks like your IMEI and phone number don't match" iPhone 6S online portal rejects phone IMEI. I purchased on eBay and have not had any problem up till now as ATT has it on their system. ATT customer dis-service has not solved this problem. One agent would not believe that I am the owner on the account. I gave passcode, IMEI and even had my wife speak to her to verify ownership. Verizon agent spoke with ATT agent who was very unprofessional and would not listen to what I was saying or to Verizon then the ATT agent disconnected the call. Nothing has happened up to this point after speaking up to at least 10 people.
I was supposed to receive a call back from their dis-loyalty department and of course, that didn't happen either. Customer service is a difficult job and when the company does not give the staff needed tools to perform tasks it gets worse. One agent said they had no way to internally contact their porting department. Unbelievable...Verizon gave me the phone number to their porting department.
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