Error message: Looks like the IMEI number you entered doesn't match an AT& T device.
Can't unlock phone by any of unlock methods online. Have contacted Apple Care, have done a backup and restore. No luck with anything tried. Still locked.
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If AT&T has been your carrier through all of this, they would certainly be the company that would be able to release your phone from their network.
No one else can unlock the phone to switch to anther carrier. Typically, a carrier will do the unlock for a small fee. However, they are not required to help you. Here's Apple's information on unlocks:
How to unlock your iPhone for use with a different carrier
Unlocking your iPhone means that you can use it with different carriers.
Your iPhone might be locked to your carrier. Unlocking your iPhone means that you can use it with different carriers. To contact your carrier and unlock your iPhone, use these steps.
If you don’t want to switch carriers and your device is locked because you forgot the passcode, then you don’t need to use the steps in this article. Learn how to reset your passcode.
Apple can't unlock your iPhone for use with a different carrier. Only your carrier can unlock your iPhone.
Contact your carrier
If you have a SIM card from a carrier other than your current carrier
Use these steps to finish unlocking your iPhone:
If you don't have another SIM card to use
Use these steps to finish unlocking your iPhone:
Get help
You might see this message in iTunes or on your device: "The SIM card inserted in this iPhone does not appear to be supported. Only compatible SIM cards from a supported carrier may be used to activate iPhone. Please insert the SIM card that came with your iPhone or visit a supported carrier store."If you see this message, use these steps:
Published Date: Apr 26, 2018
How to unlock your iPhone for use with a different carrier - Apple Support
If AT&T has been your carrier through all of this, they would certainly be the company that would be able to release your phone from their network.
No one else can unlock the phone to switch to anther carrier. Typically, a carrier will do the unlock for a small fee. However, they are not required to help you. Here's Apple's information on unlocks:
How to unlock your iPhone for use with a different carrier
Unlocking your iPhone means that you can use it with different carriers.
Your iPhone might be locked to your carrier. Unlocking your iPhone means that you can use it with different carriers. To contact your carrier and unlock your iPhone, use these steps.
If you don’t want to switch carriers and your device is locked because you forgot the passcode, then you don’t need to use the steps in this article. Learn how to reset your passcode.
Apple can't unlock your iPhone for use with a different carrier. Only your carrier can unlock your iPhone.
Contact your carrier
If you have a SIM card from a carrier other than your current carrier
Use these steps to finish unlocking your iPhone:
If you don't have another SIM card to use
Use these steps to finish unlocking your iPhone:
Get help
You might see this message in iTunes or on your device: "The SIM card inserted in this iPhone does not appear to be supported. Only compatible SIM cards from a supported carrier may be used to activate iPhone. Please insert the SIM card that came with your iPhone or visit a supported carrier store."If you see this message, use these steps:
Published Date: Apr 26, 2018
How to unlock your iPhone for use with a different carrier - Apple Support
I wish we had a stroke of brilliance, but sadly, the only entity who can unlock your phone is AT&T. I would just keep elevating your issue within AT&T until you reach the most senior level advisor you can speak with. And I'm sorry none of us can help beyond that.
Not an unusual situation from a Best Buy sale, they probably sold you one of their iPhones that locks to the firs SIM you used but in this case it did not transfer the IMEI number properly. I would call AT&T and ask to speak to a manager and see what they can do for you.
What kind of lock?
Does the screen say 'this device is disabled'? Is it activation locked?
What error message are you getting? What are you trying to do? What were you doing just before the phone 'locked'?
The phone works fine. I want to unlock it so I can change carriers. The error message is from the carrier when I go through the unlock process on the website that they say I have to use in order to go to another carrier. Sorry for not making that clear.
I absolutely, positively assure you the number is correct! I have talked to support until I am blue. They are no help. They refuse to unlock the phone and say it is not theirs. I have never had another phone service (except through their various name changes). I have never changed carriers. Something is really wrong. AT&T says they can't unlock the phone. Apple says they can't. It's my phone. I bought it at Best Buy. I paid for it through a payment plan to AT&T. It is paid for. I should own it, but I apparently do not. I cannot use it with my carrier of choice. I have talked to Apple and to Best Buy. No one will help me.
Thank you, Stuart423. I appreciate your research. I’ve actually done every bit of that. AT&T won’t do it. They won’t budge. Say it’s not their phone. I bought it from Best Buy. It was activated in the store as an AT&T phone. I made installment payments on my AT&T bill until recently when I made a lump sum payment to AT&T to pay it off. It shows in AT&T’s system as “active” and locked but not their phone. It shows in Apple’s system as “active” and locked. AT&T refuses to unlock it. I would expect this if I had bought the phone at a flea market or on EBay, but I did not. Local reputable store, same service provider for 30+ years. Somebody owes me some service. I have an $800 phone I paid for my self, I own it, and i’m Locked into a plan that costs $89 more every month than one that is available to me from another carrier. I was hoping someone on this forum had a brilliant idea.
Ah, okay...that makes sense.
Make sure you're entering the full 15-digit IMEI. (You can be sure you're using the right number by tapping settings > general > about and scrolling down to IMEI)
If their website does not allow you to unlock the phone, you may need to call AT&T customer support. They can walk you through it.
larstett wrote:
Local reputable store,
No, Best Buy is in no way reputable. They sell phones as "unlocked" that will only work with US carriers, and will lock to the first carrier they are activated with. Their repair service "Geek Squad" reports any questionable content on devices they repair to the FBI. They also repackage returns and sell them as new. There's more, but I won't go on. You need to contact Best Buy, as they are the ones who did not register the phone properly. It might even be a phone that was sold and returned, which is why it is not registered with AT&T.
My carrier says my IMEI number is not their device.
