Switch up IMEI not recognised

[Joshk]

Anybody understand why my phone pixel 7a I recently switched up from a iPhone 14 pro max as found far to heavy so went back to a android phone should of just went for the 7pro at the time as now finding 7a screen to narrow and keyboard hard to type (big hands ) so returned to store I got 7a from to exchange for the 7 pro this was ordered as no stock day I went back I was contacted couple days later it's arrived and to pop back yet when ever they try to scan the imei barcode (*#06#) it just comes up device not recognised so there not able to complete the switch up !! They said they would need to email a department to get it sorted yet still not working after I called into a different store today just to try and haven't heard from the original store the phone came from yet as well and online chat is as helpfull as a chocolate tea pot 🤔

[MI5]

@Joshk 

Have they tried both IMEI numbers?

[Joshk]

Yes both via *#06# and one on the box still not recognised yet it's all correct and matches on account yet the system says device not recognised, just stupid 

[MI5]

@Joshk 

Does this site recognise your device?

https://www.checkmend.com/uk/

[Joshk]

Checkmend didnt find any details did bring upake model but I'd inputted that anyway ? 

[MI5]

It should be found automatically @Joshk 

[Joshk]

 

[MI5]

Looks like the database is not updated yet.

Might be worth chatting with Google @Joshk 

[Joshk]

Just got off live chat with Google support and providing the imei numbers there data base can identify the device ok so I don't think that's preventing anything, 😔

 

[MI5]

I guess it's the external databases that haven't caught up.

At least Google confirms all is OK from a device POV.