Hello! Thank you for your question. I will be assisting you today.
I'm sorry about the issue. Is it the Galaxy Alpha model SM-G850...?
Have you tried to reboot the phone yet: Press & hold the power on/off button on the phone, then select the Restart option.
And/or power off the phone, then remove the back cover, then remove the battery for a minute, then re-insert it, then power on the phone, and check.
If it does not work, you can reset the phone. Let me know, so I can provide the reset instructions. Thank you.
Tried all of above. Pease advise how to reset?
Sorry about that, please try the following to reset:
1. Press & hold the Power button, then select the Power off option to power off the phone
2. With the phone powered off, press and hold at the same time the 3 buttons: Volume Up, Home, Power until the android logo or menu appears.
Please let me know when you are there.
Do you see a the recovery menu?
No gone back to front screen asking for password
Please try again: power off, then remove battery, then reinsert
, then press at the same time the two buttons Volume Up, and Home, & keep holding them, then press & hold the Power button; keep holding those 3 buttons for about 20 seconds or so
got recovery page
Great. Now use the Volume Down button to highlight the option "Wipe data / factory reset", then press the Power button.
, then use the Volume Down button to highlight the option Yes..., then press the Power button.
asking me if i want to wipe all data, yes or no
Use the Volume Down button to highlight the option Yes..., then press the Power button.
but i don't want to wipe all data
I'm sorry, when you set up the fingerprint previously, it forced you to set up a backup password *****
but you do not remember it.
You don't have backup of your phone's data?
You've doing the reset now?
hello - what next?
Sorry, you said "ok done", what did you do? What's showing on the phone now?
options - do i click on rebot system now?
yes, press Power button to reboot
I have the Samsung logo
Wait a bit, and it should let you re-set up the phone.
Is it asking you to set up the phone now?
Great, at some point, it should ask you to set up the password, make sure you remember it this time.
it is asking for my ID and password?
Is it asking for Google account? Or something else?
Does it have the option to skip / cancel?
when I press skip it keeps taking me back to sign in or create an account
At the screen where it asks you to sign in or create an account, does it say Samsung account or Google account?
Looks like I am now sorted. I have to go. Thank you for your help.
You're welcome. Great. If you need help with anything else, please come back any time. Also, can you please take a moment to rate my service by clicking on a face icon / service option below, then click on Submit / OK when it shows up. Thank you very much for your patience,
Remember your password! Thank you.