Invalid IMEI for iPhone 15 Pro in UAE

What should you do?

1. Dial *#06# on the phone and check the IMEI number.
2. Compare it with the IMEI printed on the original box.
3. Contact the UAE telecom operator (e&, du, or Virgin Mobile) and ask whether the IMEI is unsupported, unrecognised, or blacklisted.
4. If the IMEI is genuinely invalid, contact the South African seller or manufacturer. The UAE operator cannot simply assign a new legitimate IMEI to the phone.

I recommend lodging a complaint with the TDRA to request an investigation and review of the IMEI flagging for your genuine iPhone 15 Pro by Virgin Mobile UAE.

Dispute resolution with service providers

You can’t get an email from Apple, as the IMEI is not assigned by Apple. You said you got the iPhone in South Africa. Can you contact the dealer you bought it from?

It’s possible that the UAE maintains a list of IMEIs of iPhones sold there, so they can track users. If that’s the case you would have to have bought the iPhone in the UAE.

Was it perhaps a gray market iPhone intended for sale in a different country? The model number will show the original country of origin. You can check the country of origin with this link: https://theapplewiki.com/wiki/Model_Regions

Hi, yes I have, and they did confirm they needed to ensure compliance with the UAE telecoms authority. I have made some progress, and contacted the TDRA, I have a ticket number, and at least with the dispute I've lodged, the device cannot be blocked until the issue is addressed i.e. they need to advise what exactly is giving the IMEI an invalid status, and what is required from me to resolve it.

So you HAVE confirmed w/ Virgin —independently of any contact means provided in that (or associated) message(s) — that this message is indeed legitimate ???

Thanks for the update.

Question: Is your Virgin account a “UAE” account / phone number … and is your Apple Region set to “UAE” …

… or do they see you as a long-term “outsider” ?

Losh69 wrote:

I have had the same phone since moving to the UAE in 2024, with zero issues, but last week I received a messaged from Virgin mobile saying my device has an invalid IMEI, and that my sim will no longer work in the device as it has been flagged by the UAE authorities. I have called the network provider, but they cannot tell me what the issue is - duplicate IMEI, or whatever other reason there could be. They said I need an email from the manufacturer to say it is a legitimate IMEI? I don't know where to start, as I bought the phone in South Africa 2.5 years ago, I do not have any of the receipts as I had no problems since setting it up, and now this. The message also said to replace the device as it will be blocked. It is an iPhone 15 Pro, and I was not planning on an upgrade right now! Any suggestions?

https://discussions.apple.com/content/attachment/11a145da-d798-45e6-9b04-b5be2ef66bbf

[Re-Titled by Moderator]

Original Title: Invalid IMEI

Well, you either get a new device so you can continue using it, or don't get a device and have it blocked by UAE.

This has nothing to do with Apple.

What's confusing is that Virgin can't tell me what the exact issue is, and there has been no issue for over 2 years, and they sent the message saying get in touch - but cannot offer possible reasons for the flag or possible solutions except that the manufacturer must verify the IMEI - which I had no idea how to do.

Thanks anyway, I'll have to call them back and try and escalate.

Yes, my Virgin account is my local number, but I see that my Apple region was still set to South Africa, where/when I originally set up my phone. I have changed it, but not sure how it affects the IMEI. Anyway, I've learnt a few things from the research I've had to do, and will know soon enough how to proceed. Will update shortly

Thank you Sravan, I have lodged a query with TDRA, and am awaiting their investigation and outcome. I went through steps 1-3 before approaching TDRA, when I could not get clarity from Virgin. Since the TDRA ticket, Virgin has requested some documentation, screenshots and Emirates ID to investigate further. So there is progress, and thankfully my device is still working.

I too suspect that this might be the “Surveillance State” at work.

Thanks for the reply.

Presumably you purchased this phone while residing outside UAE as well; and brought it “into UAE” ?

Not meaning to be nosy, just ascertaining the various circumstances at play.