Contributor
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2 Messages
Unlock Phone with IMEI # on another account
Hi I tried unlocking my phone with the "Device Unlock Portal" but get the error "Looks like your IMEI and phone number don't match". My IMEI was used in an old shared account for a previous number and I'm now using a new number with ATT prepaid. How do I unlock my phone if my IMEI is linked to an old account that I can no longer access?
Thanks! 🙂
Official Solution
ATTHelp
Community Support
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214.9K Messages
4 years ago
Hello @_jochie,
We can definitely assist you with submitting an unlock request for your cell phone on our Device unlock portal. If your IMEI is showing as incorrect, please Dial *#06# on your device to get the correct IMEI. Also, before submitting an unlock request, please be sure to review our Unlock eligibility requirements to ensure that your device is available for use on another wireless network. Let us know if this helps.
Sean, AT&T Community Specialist
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_jochie
Contributor
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2 Messages
4 years ago
Could it be that my IMEI # is still linked to my old ATT wireless number?
And if so, how do I remove/ unlink my IMEI from my old account?
Thanks 🙂
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ATTHelp
Community Support
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214.9K Messages
4 years ago
Hello @_jochie
Thanks for posting back.
We need to review your former account in detail so we are sending a Private Message (PM). Please reply to the PM from ATTCares located in your Forums Inbox so we can get started.
Kenneth, AT&T Community Specialist
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Nico0024
New Member
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1 Message
2 months ago
Hi, i purchase phone by reseller company, im trying unlock it using AT&T unlock portal, and get the message, We can’t unlock this device until the former owner removes it from their AT&T account.
I need help please.
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formerlyknownas
ACE - Sage
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107.2K Messages
2 months ago
@Nico0024
AT&T cannot help you. The previous owner needs to accomplish this. Please contact the seller
If they cannot do it or won't do it, you need to return the phone
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ATTHelp
Community Support
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214.9K Messages
2 months ago
Hello Nico0024, let's pointed in the right direction for support with your unlock request.
You will need to contact the seller of the device. Before purchasing a device from a non-AT&T authorized dealer or sites like eBay, make sure the seller performs the unlock request.
In some instances, you will have to contact the seller to perform the request. If the device was purchased by another provider, they should have online resources to unlock the device. If you purchase the device and it is NOT unlocked AT&T will not be able to unlock the device.
Feel free to reach back out if you have any other questions or concerns.
Thank you for visiting AT&T Community Forums!
Carlton, AT&T Community Specialist
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