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May I know your first name, please?
May I know your first name, please?
Customer Reply
*****
Nice to meet you, *****! That's a lovely name to have!
Did you forget general PIN code to unlock your device?
Did you forget general PIN code to unlock your device?
Customer Reply
Yes
Do you have the same Google Account on any other device?
Customer Reply
Yes
Open this link https://www.google.com/android/find
Login if required to the same Google Account you use on your Samsung.
And let me know if you see it there.
How is it going, *****?
Login if required to the same Google Account you use on your Samsung.
And let me know if you see it there.
How is it going, *****?
Customer Reply
Don't see it
It means the only way to unlock your phone is to hard-reset. But this will cause erasing of all info on your device. Are you sure you can't remember your PIN?
Customer Reply
Yes
Do you want to do hard-reset?
Customer Reply
Yes
Okay, give me a couple of minutes to prepare an instruction.
Turn off your cell phone.
Then press and hold Volume Up button + Home button and then press Power.
In Factory reset menu use Volume Down key to select "Wipe Data / Factory Reset" option and press Power to confirm the operation.
Turn off your cell phone.
Then press and hold Volume Up button + Home button and then press Power.
In Factory reset menu use Volume Down key to select "Wipe Data / Factory Reset" option and press Power to confirm the operation.
Customer Reply
Got to try again phone only came on
Okay, take your time.
Customer Reply
Do I hit the power while holding the other buttons
No, after.
Customer Reply
It's just showing the battery status
Is your phone connected to the charger?
Customer Reply
Yes
Can you disconnect it.
?
?
Customer Reply
Yes
Do it and try again, please.
Customer Reply
It's not doing anything
Okay, thank you for checking. Give me a moment, please.
Try to press and hold the Volume UP, HOME, and POWER buttons at the same time.
Try to press and hold the Volume UP, HOME, and POWER buttons at the same time.
Customer Reply
Not doing anything
Are you sure you press them all together?
Customer Reply
Belive so
Nothing happens at all?
Customer Reply
Now it's coming on
Do you see Android logo?
Customer Reply
It'ds at the enter pin stage
Do you mean you simply turned your phone on?
Customer Reply
I guess. I turned it off again
Yes, thank you. If your phone turned on as usual, then you didn't succeed to press three buttons together.
Don't worry, it happens.
Don't worry, it happens.
Customer Reply
I think I hot it now android system recovery
Great!
Do you see Wipe data/factory reset?
Do you see Wipe data/factory reset?
Customer Reply
Yes
Use Volume buttons to get to it and Power button to choose it.
Customer Reply
Ok
Let me know what you will see after choosing it.
Customer Reply
Wipe all data can't be redone
Choose it, please.
Customer Reply
Erasing
Do you see the process bar or something?
Customer Reply
Reboot system now
Yes, do it.
Customer Reply
OK!
Thank you.
How is it going?
How is it going?
Customer Reply
It's says welcine
Great!
Do you have any additional questions I can help you with?
Do you have any additional questions I can help you with?
Customer Reply
No thank you
I am so pleased to see your issue got resolved!
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!
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