Smartphone Questions? Ask A Smartphone Technician for Answers
Hi and Welcome. My Name is Ashik and I look forward to assisting you today with your question. I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly
What is the mode of your phone?
Are you locked from your phone now?
Sorry for the delay. If you don't know the password, then it will not allow you to change the password or the finger print without entering it first. First of all, backup all your important files to your computer as if you restart the phone or update it, then you will be locked out. So after backing up, please do the following
There is a way to unlock the phone from the Samsung Find My Mobile website.
This will only work if you have the Find My Mobile option enabled on it. Go to this website --> https://findmymobile.samsung.com/
Login to your Samsung account. Select your device on there. Click More on the right side under Ring My Device, Lock My Device etc. Then click Unlock Device and when you do that, your screen will be unlocked and this will remove the finger print or old password.
Please let me know if that didn't work, so I will continue to help you until we fix the problem