Why Is My IMEI Invalid For Tech Support?

I'm trying to get support for my PRIV turning too hot, I called 1-866-533-8067 which then led me to https://global.blackberry.com/en/contact but when I put in my IMEI # it says "it doesn't appear in their records" and won't let me proceed.

- I bought the phone from Blackberry's online store

- I'm 100% sure I'm copying the IMEI # found in Settings > About phone > Status > IMEI Information correctly

One thing I saw is that Google says IMEI numbers should be 15 digits long, but mine is only 14? I tried the "*#06#" code but that gives me the same 14 digit IMEI + 2 digit IMEI SV numbers.

Originally Posted by evancampbell

I'm trying to get support for my PRIV turning too hot, I called 1-866-533-8067 which then led me to https://global.blackberry.com/en/contact but when I put in my IMEI # it says "it doesn't appear in their records" and won't let me proceed.

- I bought the phone from Blackberry's online store

- I'm 100% sure I'm copying the IMEI # found in Settings > About phone > Status > IMEI Information correctly

One thing I saw is that Google says IMEI numbers should be 15 digits long, but mine is only 14? I tried the "*#06#" code but that gives me the same 14 digit IMEI + 2 digit IMEI SV numbers.

Do you have your email confirmation?

I just went through this yesterday and the online form would not accept my info. But I did get through on the phone although my IMEI number was not in their records. (apparently, for the IMEI number to be activated, a sim needed to be placed in the phone which I have not done). BUT my number is 15 digits so at least that number works.

I would hit up their Twitter help and in the help explain that your imei number is only 14 digits but you purchased from ShopBB (my receipt is from DigitalRiver). I don't know if the initial tweet to them is private so don't put you imei number in. They did reply promptly.
@blackberryhelp

Settings > About phone > Status > IMEI information gives me a 15 digit IMEI on my DTEK60, and this works on the support page. If you're 100% sure it's a 14 digit number you might need to generate the last digit yourself.

@FF22
@thurask


I just took the SIM card out and was able to see the last number :) Weird that it didn't show the 15th digit on the settings page?

Anyway, I'm still under warranty with original receipt/email from shopBB, so hopefully the support is good...I did love the phone when it was working properly.

Originally Posted by thurask

Settings > About phone > Status > IMEI information gives me a 15 digit IMEI on my DTEK60, and this works on the support page. If you're 100% sure it's a 14 digit number you might need to generate the last digit yourself.

Very interesting in a weird way!