iPhone 6 Device Unlock Error - AT&T says IMEI number doesn't match a compatible device

[THX1965]

I can't unlock my iPhone 6 (which is out of contract) because AT&T claim the IMEI number dosn't match a compatible device. This is the error message that I have been getting 3 times in a row:

"Your unlock request was denied because the IMEI number doesn’t match a device that’s compatible with the AT&T network.

Check the IMEI number by dialing *#06#, or check the device settings, and then submit a new request."

This is of course nonsense, since I have been using my iPhone on the AT&T network for 2 years. I triple checked the IMEI number and it is correct. The device gives me the same correct number either when I look it up through device settings or when I dial *#06#.  This iPhone - purchased through Apple and activated through AT&T - was on a 2-year plan and is now paid off.

I really need to unlock this phone. Customer service can't or won't help. Why can't this issue not be fixed by a simple phone call?

Thanks in advance for any help.

Markus

[ATTCares]

Hi there @THX1965,

Oh no! I’m sorry to hear you’re having issues submitting a device unlock request for your iPhone 6. I can understand the importance of unlocking your phone, especially if you plan on using another carrier’s SIM card! Thanks a lot for coming to the Community Forums to research a resolution! I’d be delighted to help out.

Since you purchased the device through Apple directly, there is a possibility the device was not an AT&T branded device. If this is the case, it would explain why the IMEI is not being recognized. You can contact Apple as well to see who the device is carrier locked to.

I do agree this should be something which should be looked into further. In order to do so, I will be contacting you via private message to gather some account information. Please refrain from posting any personal information in the Forum, as it will be edited out for privacy reasons. Please be on the lookout for this message! I look forward to speaking with you!

Have a wonderful day!

Portia, AT&T Community Specialist

[bergalder]

Same issue here. Tried to unlock three out-of-contract iphones and all of them had the same message today (2/20/2017).  All the phones were purchased through AT&T. 

[Lyricmykle]

I'm having the exact same issue and my phone was purchased through AT&T. I even put in another carrier's SIM card and received a message that the phone is locked to a carrier. Please help!

[bergalder]

Same issue here. Tried to unlock three out-of-contract iphones and all of them had the same message today (2/20/2017).  All the phones were purchased through AT&T. 

[THX1965]

The issue is resolved. I contacted AT&T customer service by phone and  they started a case and told me I had to wait 3 business days and someone would contact me. At the same time here on this forum I sent a private message to @ATTMobilityCare describing the problem with my IMEI.

Someone from ATTMobillityCare got back to me soon, confirmed that there was a case number and promised to stay on top of this. Today I got an e-mail from someone at AT&T Customer Care regarding my case. They had fixed the issue and gone ahead and unlocked my phone. This was fixed in under 3 business days (and over a weekend), which I really did appreciate.

So I'd say, try all of the above. Provide them with your IMEI number and hopefully they'll fix it as quickly as they did in my case.

[ruckus226]

 This is happening to me too. Called AT&T and all they did was re-submit the request and it was once again denied.

[indagarden]

I am having the same issue.  The first time I submitted the information, I used a different email and it said the information did not match.  The second time I submitted the information, I received the same response.  The third time I submitted the information it said that the IMEI was not recognized as an ATT device!  I have a case in, but the communication with ATT is really difficult.  I was on hold for an hour yesterday.

[ATTCares]

Hello @ruckus226 and @indagarden!

I am so sorry to hear you are having trouble with your unlock request! I understand how important it is to unlock your phone. I would love to help find a solution for both of you.

I invite you to please send a private message to @ATTMobilityCare. Within the message please include your full name, account number, IMEI of the phone you wish to unlock, as well as the best time and method to contact you.

Looking forward to hearing from you!

Michelle, AT&T Community Specialist

[indagarden]

I have sent a message to ATT mobility care.