[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.

[FF22]

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

[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.

[evancampbell]

@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.

[FF22]

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!