- edited 02-19-2017 11:48 AM
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.
Solved by: Go to Solution.
03-05-2017 6:11 AM
AT&T has reporte hey are having troube with the unlock portal causing that error. Your only other option is to private message @ATTMobilityCare with your account and contact information and concern. They should be able help.
03-05-2017 7:00 AM
Thank you for taking your time to answer. That will be my next step.
03-05-2017 8:42 AM
03-05-2017 8:17 PM
Day 1: submited 4 online requests.
Day 2: denied on all 4, REsubmited
Day 3: denied again, called Support and after one rude and unprofessional rep that ended up hanging up on me after I asked to talk to the manager, I was able to get a normal one that filed an escalated ticket, but for only 1 phone although I've asked for all 4.
Day 7: got message that that 1 got approved, however another call to support revealed that 3 more cases needed to be filed.
Day 12: apperantly they need to ask Apple for codes and are waiting back
Day 15: got 3 out of 4 approved, BUT when I go with their procedure of "backup, erase, restore" and it's still locked even after recieving approval.
At this point it is also starting to cost me monet and AT&T their reputation!
03-06-2017 2:31 AM
I got in touch witch @ATTMobilityCare. In the mean while i kept waiting the respond. I decided to give the online unlock request another shot.
When i did shortly after that i received an e-mail back stating the request was approved and the device was unlocked. Im sure you probably know by now but the online system seems to be back in service.
For any one else trying to get the device unlocked and still receiving the denied request try getting in contact with @ATTMobilityCare and private message them.
03-07-2017 2:12 PM
I do apologize for the issues with the unlock process and the delays it has caused. We had a problem with our Device Unlock Portal; however, it has now been fixed.
Several of the customers we were working with have reported being able to get their devices unlocked from it since the patch on Monday. If you are still needing your device unlocked, can you please try through the Unlock Portal again, and let us know the outcome? We greatly appreciate all your help with this.
Michelle, AT&T Community Specialist
AT&T Customer Care
Need help with an account specific question? Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService
- edited 03-07-2017 11:30 PM
I cannot unlock my phone which used to be on the ATT network until the account was canceled please help.
I received the following error message, please help me:
We're unable to approve your request because the IMEI number provided doesn't match a device that's currently on the AT&T network..
03-08-2017 5:21 PM
I am still having this issue with over a dozen requests
03-13-2017 3:37 PM
Thank you for reaching out to us on the Community Forums! I would love to help resolve this issue for you!
If you are still having issues with your unlock request, can you please send us a private message to @ATTMobilityCare? Please include your first and last name, a good contact number, and the best time of day to reach you? To compose this message, you will just need to select the link, and then you will be redirected to the private message page!
I look forward to hearing from you all!
Jordan, AT&T Community Specialist
|12-26-2017 7:43 PM|
|10-20-2017 8:50 PM|
|02-20-2018 7:39 AM|
|11-09-2017 2:37 PM|