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Hello and welcome to JustAnswer services. This is Anas and I will be assisting you with your issue today. I am sorry for the trouble you are facing. I know that can be frustrating. Hopefully, we can get this resolved quickly. As I understand you are facing an issue with your phone.
Just to confirm, are you locked out of your Samsung phone? is it asking for the screen unlock password ***** code?
If you forget your Samsung device’s lock screen password, then you will have to factory reset your device to be able to use your device again because all recent versions of Android encrypt the data on your device by default. There is no way to recover any photos, contacts or other data that you haven’t backed up to your Google account or any other account. They will be gone forever after the reset(unless you have a backup made before you got locked out). However, at least your device will be unlocked, and you’ll be able to use it again. Before factory resetting your device, you can try to unlock your device using the find my phone feature if you have enabled it on your device. Samsung devices have a Find my phone feature. This option would let you remotely open or unlock the device if you forgot the pattern, PIN, etc. You can try to unlock it directly from Samsung Find My Mobile service. This will let you open it without losing anything. This will only work if you have the Find My Mobile option enabled when you set up the device.
Please follow the steps given below and let me know what happens.
I have opened the remote support to the expert pool, someone who can connect will get back to you. You will get notified as soon as the expert connects with you. There will be no charge if you did not receive the remote support (remote service charges will be refunded). We can still continue through chat and try to fix the issue. Thank you.
Could you please follow the above instructions and let me know what happens?
If you still cannot unlock your smartphone via Samsung's website then your only option is to reset your smartphone through Recovery Mode. I am afraid there is no way to recover any photos, contacts or other data that you haven’t backed up to your Google account or any other account; they will be gone after the reset. However, at least your device will be unlocked and you’ll be able to use it again. Please check the link given below for a video walkthrough of the steps to factory reset your phone. (please watch it from 27 seconds onwards)
Please click the link below for detailed instructions.
I make every effort to provide you with exceptional support. Please let me know if you have any follow-up questions. Thank you. Keep safe always. Sincerely,Anas