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IMEI doesn’t match phone number?

Community Manager

iPhone Unlocking Questions and Discussion

 

 

How can I get my iPhone unlocked?

 

How long does this process take?

 

What are the requirements?

 

These and other related questions will be answered in this thread. If you have any additional questions, please feel free to post them here and the Community will be happy to help!

 

Thank you,

Dmitriy


Rethink Possible


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*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.
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Message 1 of 4,246
Contributor

Attempting to unlock my iPhone 6. "We're sorry. We can't unlock this device."

I'm trying to unlock my iPhone 6 and am receiving the "We're sorry. We can't unlock this device." message.  I meet all of the eligibility requirements so not sure why i'm getting this message.

Message 3381 of 4,246
Highlighted
Contributor

IMEI doesn’t match phone number?

I’m trying to unlock my phone but when I go to the page to enter my IMEI it says it doesn’t match my phone number. I bought this phone as a refurbished phone from eBay. Could it potentially be considered lost and under an AT&T contract with another phone number? Is there a way I can unlock my phone? Thanks 

Message 3382 of 4,246
Contributor

Phone unlock in Poland

Hi, i got a problem, I had a prepaid iPhone. I want to unlock it, but it says that there is something unpaid. I can't paid, because my number is inactive now. What I have to do?

Message 3383 of 4,246
Scholar

Re: Phone unlock in Poland

Have you called or gone in to ATT?

Message 3384 of 4,246
ACE - Expert

Re: Phone unlock in Poland


@edcuccia wrote:

Have you called or gone in to ATT?


You do realize the person you responded to is from outside the USA.

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*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 3385 of 4,246
Scholar

Re: Phone unlock in Poland

Yes, anyway... if he wants this resolved he would have to do either of those suggestions right?  He can call them right?  Most likely will not get this resolved, but he will have to do either.

 

No I am not aware of where ATT has all of their stores, so yes, maybe the suggestion to go in, while he is in Poland, is a bad one.

 

Thanks

Message 3386 of 4,246
ACE - Expert

Re: Phone unlock in Poland


@edcuccia wrote:

Yes, anyway... if he wants this resolved he would have to do either of those suggestions right?  He can call them right?  Most likely will not get this resolved, but he will have to do either.

 

No I am not aware of where ATT has all of their stores, so yes, maybe the suggestion to go in, while he is in Poland, is a bad one.

 

Thanks


If it was me I would tweet to ATTcares if I am not in the states.  The cost of the call is probably worth more than the phone if we are talking about a prepaid device.

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 3387 of 4,246
Contributor

iPhone XS Max Unlock

Hi,

I live and work between LA and France. I used to have two different phones but I recently purchased an iPhone XS Max hoping to combine them. I paid that phone upfront and bought it on eBay knowing it was an ATT locked version. I've ported my phone number to AT&T a few weeks ago and the store said I should go for the Prepay option which I did. I explained them that I wanted to have ATT as the eSim and put my French SIM card in it and they said I should contact customer service to make an unlock request which I did. I have now called numerous times and spent hours with them, the case got denied but a few days ago someone told me that he had talk to the supervisor and that they were going to do an exception and that my phone would be unlocked in two days. Case number is CM20190225_139837935 . When I called back yesterday they said that the case has been denied and that I have to wait 6 months since I'm on prepaid. the representative said that if I was switching to a plan it would be reduced to 60 days minus what the time I had already my phone for or maybe even before. At this point I'm honestly ok to switch to a plan but want to make sure they will unlock my phone if I commit as I really need to access to at least my text messages from my other sim as I have sold the other phones to pay for this one which was $1500. I don't understand how it is possible that after paying such a high price for a phone and being a client they can keep you prisoner and not even allow you to use the main feature of the iPhone XS which is the dual sim functionality. I need to be able to be reached by my European clients and that's why I bought that phone.

PLEASE HELP!

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Message 3388 of 4,246
Administrator

Re: iPhone XS Max Unlock

Hello @olivierLA75,

 

We can definitely provide you with some more information about the unlock process. The cell phone will need to meet all of our Eligibility requirements before it can be unlocked. One of the requirements is that the device needs to be active for 6 months with PREPAID service, or 60 days with postpaid service. To check and see that all of the eligibility requirements have been met for your wireless device, we recommend that you contact the original seller for more information. Once you've confirmed that all of the requirements have been met, you can Submit an unlock request with our device unlock portal. Let us know if you have any other questions or concerns.
 
Sean, AT&T Community Specialist

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Message 3389 of 4,246
Contributor

Did not receive unlock email

I provided all the info to unlock my phone and did not get an email.  I checked spam also.  Please help.  My iPhone broke paid 130 dollars for service the day before it broke.  I need the phone unlocked so I can see if it’s going to work or not.  Otherwise I have to try and get my money back.  Please help.  I have no job at this time.  

Message 3390 of 4,246
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