Hi. Welcome to justanswer.
It is asking for your gmail id. Enter it if you have one. Else let me know so that I can guide you further
Okay no problem. You will have to reset your phone. But that will erase all the data from your phone
Turn off your phone
· Once the phone is off, hold the volume up, home, and power buttons down simultaneously. Continue to hold this combination while the phone boots, until the screen shows the Android Robot.
· After a few moments, you will have access to the phone’s boot menu. Using the volume up/down buttons to navigate, and the power button to make selections, find and select the Wipe Data/Factory Reset option.
· Scroll down to Yes, delete all user data, and press the power button once again. You will notice script scrolling along the bottom of the screen, which will end in Data Wipe Complete.
· Once the operation is complete, press the power button once more to restart the device.
Let me know if you get stuck anywhere.
What is the status Declan?
Can you accept the remote assistance offer?
Okay no problem.
Tell me did you reach wipe data/factory reset menu?
Do it once again and let me know when you reach wipe data screen. I will guide you step by step after that
Are you pressing all the three buttons simultaneously? You need to first turn off the device then hold down these three buttons.
Yes press volume down to scroll down and power button to select it
Then scroll down again to yes by volume down and power to select yes
Pressing power button isn`t doing anything?
Okay tell me one thing. Can you log into your gmail account from your computer?
Okay then type on the google search bar `find my phone`
Open the first link. Do you see your phone listed there?
Declan power button is the one located on the side along with volume buttons.
Click this link and enter your details
Is it connected to the wifi?
Try pressing the power button again and then turn it on
Now just turn it on by pressing the power button
Is it turning on or still showing download screen?
Now turn it off. Press and hold power, volume up and home key until you get recovery menu
Press HOME button when wipe data is displayed this time
Then again select yes by pressing home button
Scroll down to wipe data
Press HOME to select Wipe data
Then scroll down to Yes-wipe data and press HOME to select it.
Once the formatting is done, you will again see Reboot now menu. This time select reboot now by pressing the home button when Reboot now is highlighted
Yes press Home button again
The phone will restart now.
Enter any email of your choice. I think you are misunderstanding it with the lock message. When you set up the phone for the first time, it asks for email and password
Do you have a Samsung account?
Can you start the remote assistance, I am dropping the charges to minimum.
Once you click this link below(CLICK HERE)A file will automatically get downloaded. Check your download section, a file named ELSINORE.SCREENCONNECT will be present. Just open that file so that I can connect to your computer.