Contributor
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1 Message
iPhone 6+ Unlock error
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 Best Buy 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.
Trupti
ATTHelp
Community Support
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231.5K Messages
7 years ago
Hello @Trupti515,
Getting your phone unlocked is important, especially if you have planning to travel abroad! Receiving the error message can be annoying when the phone meets all eligibility requirements. I will be more than happy to help!
We had been experiencing issues with the device unlock portal which is why you may have received this error. However, the good news is it has been fixed.
Have you tried submitting the request in a different browser? We have found the unlock request portal works best in Firefox. You can also clear the browser’s cache and cookies, close all the windows and then try submitting it again.
Have a marvelous day!
Katherine, AT&T Community Specialist
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