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_jochie's profile

Contributor

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2 Messages

Saturday, December 15th, 2018 5:19 AM

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

Community Support

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231.4K Messages

5 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  

Contributor

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2 Messages

5 years ago

Hi the IMEI # is entered correctly but still doesn’t work.

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 🙂

Community Support

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231.4K Messages

5 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

New Member

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1 Message

1 year 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.

ACE - Sage

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117.1K Messages

1 year 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

Community Support

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231.4K Messages

1 year 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

Contributor

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2 Messages

5 months ago

I'm being told on the unlock request portal that I need to input the phone number which I don't have because it no longer has a SIM card I purchased this phone from somebody else or use the IMEI number which is more than 10 digits and it will not let me input it

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