On UI 7 not available

[Solob]

It's been months and I haven't received the one UI 7 update, I don't know what to do, I don't know if my Samsung S21 ultra is fake or there is something I'm doing wrong.

[riPzG]

Would you like me to provide an IMEI or any other info that isnt in the screenahot from the previous comment? My work A35 recieved the update as well as my previous base s24 like i mentioned which had the same sim card as the ultra im having trouble with now. I hope it is possible from your side to enroll the update to my device because this is really frustrating. Hoping for good news.

[AndrewL]

@riPzG: Where did you purchase the S24 Ultra from? While I can see that the CSC is 'EUX', which is for the UK/EU, an inability to update via FOTA (Firmware Over The Air) or Smart Switch on your home computer does suggest that the phone is not intended for use in your region. 

[riPzG]

It was purchased from an online shop in here in Bulgaria, i have no idea if it was imported before that, but i have purchased other devices from them and i havent had any issues. The online stores's name is "Candys" if it is relevant in this case. 

What can be done so the phone recieves the update? I'm hoping it can be enrolled/assigned with your help to the device somehow, greatly appreciate the help. 

[AndrewL]

@riPzG: Please note that I have edited your reply for data protection purposes to remove the IMEI number, as it is a key identifier of the device.

If you are unable to update to One UI 7 / Android 15 via Settings > Software update, or via Smart Switch on your home computer, then I recommend reaching out to Samsung Support in your region to arrange for the phone to be inspected by an engineer, as they may be able to install the update, or provide further information about any possible software restrictions which might be preventing you from updating. 

To do so, please follow the link below, scroll to the bottom of the page, and check the 'Support' section for the available contact channels (Live Chat, Call Us and Email Support).

https://www.samsung.com/bg/

[riPzG]

It would be very hard to do so because i work from the phone, thats why i reached out to you here. Thanks