Explore & discover

Helpful Links

Looks like your IMEI and phone number don't match

Looks like your IMEI and phone number don't match

I have an iPhone 6 Plus that was purchased by my daughter and it was paid in full when she upgraded.  When I received it I purchased a prepaid plan and found AT&T does not have good service at my residence.  I made an unlock request and received a message that stated it could not be unlocked until the phone was active on my plan for 6 months.  I begrudgingly kept the phone active for the required 6 months and when I attempted to make another unlock request, I get the following message: Looks like your IMEI and phone number don't match.  I don't understand how it matched before and now that I have fulfilled my obligation suddenly my IMEI and phone number don't match?

  

3,008 Views
Message 1 of 9
Highlighted
Administrator
Solution
Accepted by Administrator (Administrator)
Accepted by davidbk
‎12-31-2018 9:51 AM

Re: Looks like your IMEI and phone number don't match

Hi, @cryinblues,

 

We'd love to help. Here's things to know about unlocking your device through AT&T. Take a look at the list of requirements before your device can be unlocked. If it meets the requirements, please let us know so we can investigate further.

 

James, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Tags (1)
Message 2 of 9

Re: Looks like your IMEI and phone number don't match

Hi, all the requirements are met. When I initially requested the phone (iPhone 6s plus) to be unlocked it matched my IMEI to my phone number but I received a message stating the phone had not been active for six months and denied my request. After I completed six months of uninterrupted service I made another request but now I receive a message starting my IMEI and phone number don’t match.
IMEI: *************** Phone #: ***-***-****

Thank you for your help,
James

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]

Message 3 of 9
ACE - Sage
Solution
Accepted by ACE - Sage (ACE - Sage)
Accepted by lizdance40
‎05-02-2019 6:05 AM

Re: Looks like your IMEI and phone number don't match

@cryinblues

Obviouly they didn’t read your post.  Most likely you made an error when you requested 2nd time.  

Call ATT and ask for tech support.  They can help manually process the request. Careful with the email address!

 Tell them what you posted the first time.  Since it was your daughters phone, fully paid on postpaid, they cannot keep it locked.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 4 of 9
Administrator

Re: Looks like your IMEI and phone number don't match

Let's look into that for you, @cryinblues!

 

To review your case, I'm sending you a private message (PM) which you can find simply by clicking the Forums Inbox (envelope icon) in the banner. Please respond to the message from ATTCares and verify your requested account details.


I look forward to assisting you!


Lar, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 5 of 9

Re: Looks like your IMEI and phone number don't match

I’ve replied to all the private messages that only state they will help me after I check the requirements and use the unlock portal to make a request. I’ve followed the instructions and I keep getting the same error message but know one has actually made an attempt to help me. I just get the same messages over and over again. 

Message 6 of 9
Tutor

Re: Looks like your IMEI and phone number don't match

I’ve been on the phone with att for four hours this weekend. They’ve constantly transferred me back and forth. 

 

I finally got one rep that understood what was happening and even said she had the correct imei. She said she would transfer me to the tech team that can fix it. 

 

...she transferred me to direct TV. Att is absolute trash and they’re just thwarting people that they suspect are leaving them. 

Message 7 of 9
Contributor

Re: Looks like your IMEI and phone number don't match

This is listed as a resolved case 😂 I don’t see any resolution in any of these comments 

Message 8 of 9
Tutor

Re: Looks like your IMEI and phone number don't match

I am having same issue. 

Message 9 of 9
Share this topic
Share this topic
Additional Support