If a phone is locked it has to be unlocked by the carrier that it was originally bought from.

Unfortunately there’s not too many options on figuring that part out. There may be some carrier information in the setting of the phone but the best option would be to ask your relatives where they bought it from.

As well, all phones bought in Canada from 2018 onwards come unlocked.


Which model Samsung is it?

its samsung SM-G386W model

That's a 2014 phone. Very likely locked.

Like Allan said you need to ask your family who they got the phone from

yeah i just chat with Virgin Network and they said it was unlocked but still “SIM network unlock pin” is popping and does not recognize other sims..

Was it a phone purchased from Virgin? 

If so ask them for the unlock pin again. 

You can also contact Samsung Canada to ask them to unlock https://www.samsung.com/ca/support/contact/

Unfortunately, Samsung Canada does not provide unlock codes.

“Note: You must obtain your unlock code directly from your previous mobile provider. Samsung can not provide any unlock code for carrier phones; Samsung only sells unlocked Galaxy phones on its website”.

How to enter the unlock code provided by your phone carrier to unlock your Galaxy phone

They are doing that actually. It was confirmed by one of the mobile master, myself and another rep.