Watch IMEI is not supported

[asafcarmi2]

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?

[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.

[vzw_customer_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

[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.

[vzw_customer_support]

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

~Geo

[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. 

[vzw_customer_support]

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

~Maria

[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.

[vzw_customer_support]

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

-Josh

[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.

[Damiand]

Same issue, only I bought my watch from Bestbuy.  Still no response from Verizon on this community platform.

[HH49]

Same here. I spent an hour and a half with Verizon and a Samsung rep and they ended up telling me that take the watch back to Best Buy and get another. I did that and still the same issue. I bought my wife the same watch, different color but she was upgrading from an older watch and we had to take it to the Verizon store for them to activate it. They did it with no problem. I went back to BB and exchanged it and still the same thing. I'm going to take it to a Verizon store in the city I work in to see if they can get it activated. I know I'll have to get a new line for the phone. Would be nice if the OP would keep us up to date.

[cannibalgnome]

Having a similar problem. My wife bought a brand new Samsung Galaxy Watch7, 44mm, Green, LTE (SM-L315UZGAXAA) from Best Buy, and we were trying to set it up this evening to pair with her phone. When we get to the IMEI entry part on the Verizon website, we keep being told that the device's IMEI number doesn't work. Seeing that the OP posted this almost 8 months ago and yet Verizon is STILL having issues accepting the IMEI number for this watch is very disconcerting.

[vzw_customer_support]

We hate to see that there is any concern with getting your watch activated. If it's not set up to be supported on the Verizon network we would not be able to activate it, but you can definitely check on the IMEI right online here! 

https://www.verizon.com/sales/digital/byod/enterDeviceIMEI.html

-Meg

[cannibalgnome]

Per Samsung and Best Buy, the watch type IS supposed to be compatible with and supported by Verizon's network.  I have an escalated ticket in with your service department.

[vzw_customer_support]

We've got your back! Sending you a private note now.

-Cryssie

[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...

[vzw_customer_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