Child Item

Site Totals

61368 Questions Answered 267 Categories

Watch IMEI is not supported

Hi, I just bought a new Galaxy watch 7 from Samsung. When trying to add it to my prepaid account, I get a message that the IMEI is not supported on the network. Other carriers show it is supported. When contacting Verizon, they say the IMEI is not in their database. What can be the issue? How to resolve it?

Comments

Nmn85

Did you get a solution yet?

SynthpopAddict

My guess is you got an international version of the watch, which only supports GSM-based technology. Verizon's network is CDMA-based and they are pretty much the only carrier using such tech.

beyeriii

We had a similar issue today.

Brand new Samsung Galaxy Watch7, 44mm, Green, LTE (SM-L315UZGAXAA) purchased straight from Samsung website.

Samsung website says it is compatible with Verizon, AT&T, T-Mobile, and US Cellular, i.e.

https://www.samsung.com/us/watches/galaxy-watch7/buy/galaxy-watch7-44mm-green-lte-sm-l315uzgaxaa/

We called Verizon to add a line for the watch. Verizon representative said the IMEI is either bad or locked.

It shouldn't be this hard.

Verizon_Support

beyeriii, let's figure out what the issue is with your watch and make sure you're able to activate it. Please be on the lookout for a Private Message so we can help.

~Jesse

Verizon_Support

We are ready to help with your Watch activation. Send us a message, so we can get started.

~Maria

SynthpopAddict

Can you file a bug report with Samsung, since you bought the watch directly from them? This is a problem for Samsung to patch, or else they should not be saying the watch will work on Verizon since you have demonstrated it doesn't.

Rait1234

Has anyone had any luck with this?? I'm on my third GW7 LTE (44mm). Two of them from Amazon and 1 from Samsung (my wife had no problem with her 40mm from Amazon). A Verizon tech finally submitted a form to have the IMEI approved but I haven't heard anything back... Just about ready to try AT&T after probably 30 years with Verizon. Worst roll out of a device I've ever seen...

Verizon_Support

Rait1234 let's take a look together to see what the status is of the form that was submitted. We'll send a Private Message to gather more details.

-Katie

Zachthorn

I am having the same exact problem and have been trying to get it resolved for months. Samsung wants me to send the watch in. Not sure how they can diagnose a problem when it’s a carrier connectivity issue.

urbancamper

I am having the same issue and have spent 8 hours in the past few days to get this fixed. Verizon says the IEMI is not showing up on there system. Samsung says it is locked to T-Mobile (I never had a T-Mobile account). T-Mobile says since I don't have an account and the watch has not been activated, they don't see the IEMI on there system and can't unlock it.

When purchasing the watch directly from Samsung, there was not an option to pick the network.

Everyone keeps telling me that can't help and to call a different company. Samsung won't send me a replacement since I have had the watch for more than 30 days.

Verizon_Support

We are here for you. We sent a Private Message to assist you.

~Geo

Kamcintosh

Same issue here. Many hours wasted with chat. It shouldn't be this hard.

Verizon_Support

Kamcintosh, we're here for you and we'd love to partner with you and provide you with support with any concerns you have about your Galaxy Watch activation. Let me send you a private message to continue providing you with support.

-Art

Rait1234

Just wanted to share my experience. Bought GW7 40mm for my wife and also 44mm for myself, directly from Samsung. IMEI not found on either. Sent them back for replacements. The 2nd 40mm connected. 2nd 44mm, IMEI not found. Returned.

Bought a 44mm from Amazon. IMEI not found. Had it replaced (told to keep original). No IMEI on 2nd. Got a 3rd one and I was amazed, it connected! Returned the 2nd and they refunded my money. LOL, so it was free. Did not feel bad after all that, plus multiple visits to Verizon stores, who basically were telling me the model is not compatible with their system. Seems to be hit or miss. Keep hitting until you find one that works! Maybe someday Samsung & Verizon will get their act together.

And BTW, hopefully you all know not to respond to any Verizon techs trying to message you here.....not legit...

coachbuss

I have the same issue. The IMEI is clear and should be able to work on Verizon. I needs some real help on this.

coachbuss

Can you help me? I have the same issue and have been round and round with your support.

SynthpopAddict

@coachbuss
, from what I've read elsewhere, the problem is that certain unlocked Samsung smartwatches did not have their IMEI added to Verizon's DMD (device management database). Posts elsewhere in the forums report the Verizon reps who hang out here aren't able to do this. I'm not sure if anyone in corporate can take care of it, or if it was something Samsung was supposed to do when the watches were being manufactured.

The thing I've seen others doing is returning the watch and buying a Verizon variant of the same watch.

Verizon_Support

Hello coachbuss, I am sending you a Private Message here so we can assist in looking into this further for you.

-Josh

PhoenixHa1735

Hello,

This is a known issue with Samsung and Verizon. Both point the finger at the other for being the issue. Was happens is, Verizon has proprietary software they place on their devices so it works with their network. If you purchase the watch through Samsung it will not have it and this is why you are receiving this message. When the watch comes directly from Verizon it has the software so there is no issue attaching it to your account and network.

I have been dealing with this for a long time now and keep getting responses from Verizon on my post saying the want tk discuss it but for some reason they have a hard time understand sime logic. It is not a hard concept yet their front line troubleshooters dont understand it and it never gets escalated up the chain to the right people to address the issue let alone fix it.

Verizon_Support

Hello PhoenixHa1735, we want to help review your Watch IMEI not being supported. So, we can better assist, we will be reaching out via Private Message.

-Sarge

Child Item