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The Samsung Galaxy S24
Charlespole's profile



1 Message

Wednesday, May 9th, 2018 4:58 AM

Device unlocking issues

Hello, I've tried calling customer support 4 times and went into 2 different stores, hopefully someone here can help.


I'm trying to unlock my Galaxy S7 and it keeps putting out the "not an AT&T device" error. I've had the phone for 8 months and it is completely paid off.  I've only used it with AT&T and I bought it from an AT&T store in New Mexico. I tried to unlock my wife's LG G5(bought from the same store) and hers was able to send the unlock request with no issues, even while still having payments left.


The Galaxy S7 wasn't a replacement phone and even has an AT&T logo on it. Customer support can't even check to see if it's already unlocked, as they get the same error with it's IMEI number. They were also unable to start an unlock request on their end, getting the same error. I've gone to 2 stores, one being a corporate store, all having the same issue. I'm honestly stumped at this point, would anybody here have any ideas of how to unlock this phone?



Community Support


232.9K Messages

6 years ago

Hello @Charlespole,

I am sorry to hear you have encountered this issue while trying to unlock your device. I’d be more than happy to provide you my assistance in this matter! In order to verify some information, I’ll be sending a private message directly to your Forum’s Inbox. Please be on the lookout and reply to my message with the requested details.

Thank you for posting this concern and I look forward to continuing assisting.


Anabel, AT&T Community Specialist

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