Are you using the IMEI that is on the back of a Bouncie device? If not then that may be the problem!
You will need a Bouncie device in order to enter the IMEI.
Do you already have a Bouncie device and it is not recognized?
If the device is not being recognized it is possible there is a number transposed.
Feel free to send a photo to our chat and we can take a look!
To chat with us tap on the top left-hand corner of the app and select Chat With Us.