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The Samsung Galaxy S23
crey0142's profile

New Member


1 Message

Monday, June 5th, 2023 8:32 AM

Unlocking phone with IMEI not in "database of devices sold by AT&T"

I've been trying to unlock my phone for over a week now. I've had this family account since before AT&T bought Cingular and it's always been a challenge to get through who is primary and whose SSN is used. After 4 tickets where I was assured it was unlocked and I wouldn't need to input a code to use a new Sim, it's still not working. I tried a last ditch attempt at the site and finally picked the right combination of owner/ssn and got all the way to the end where I was shown this message:

"We can't unlock this device because we can’t locate it in our database of devices sold by AT&T. Please call us at 800.331.0500 for assistance."

I purchased this phone directly from the Samsung website, indicating that it would be an AT&T network phone. It came with their Sim card. What do I do now?

Is this something someone via Support chat can do? I'm already traveling because it's taken so long and I don't want to incur the charges for international roaming when my job has issued me a local sim to use while I'm here. 

Community Support


221.4K Messages

4 months ago

Hello crey0142, we're here to help with your Device Unlock request.


Let's meet in a Direct Message so that we can review your account. Please check you Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

Looking forward to speaking you!

Carlton, AT&T Community Specialist 

ACE - Expert


23.8K Messages

4 months ago

Samsung never reported the phone sold to ATT.

ACE - Sage


111K Messages

4 months ago

If ATThelp doesn't fix if, file an FCC complaint online 

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