Forum Discussion

KeithB's avatar
KeithB
Newbie Caller
2 months ago

The IMEI number is not recognized. Please try again

Hi, I'm trying to trade in a OnePlus 8 5G for a Pixel 9 phone. When I get to the step to input the IMEI I get the following message "The IMEI number is not recognized. Please try again" I am unable to go any further with the trade in. Thanks!

  • syaoran's avatar
    syaoran
    Transmission Titan
    2 months ago

    Did you purchase it from T-Mobile, direct from OnePlus, Amazon. BestBuy, or somewhere else? If it's an international model.  That might be why.  

      • syaoran's avatar
        syaoran
        Transmission Titan
        2 months ago

        That is more than likely why then.  The device IMEI is not in the T-Mobile system to accept for a trade-in.  Try reaching out to T-Mobile via DM on Facebook or Twitter to see if they can manually process the trade for you.