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May I know your first name, please?
Nice to meet you, *****! That's a lovely name to have!
Did you forget general PIN code to unlock your device?
Do you have the same Google Account on any other device?
Open this link
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, *****?
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?
Do you want to do hard-reset?
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.
Got to try again phone only came on
Okay, take your time.
Do I hit the power while holding the other buttons
It's just showing the battery status
Is your phone connected to the charger?
Can you disconnect it.
Do it and try again, please.
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.
Not doing anything
Are you sure you press them all together?
Nothing happens at all?
Now it's coming on
Do you see Android logo?
It'ds at the enter pin stage
Do you mean you simply turned your phone on?
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.
I think I hot it now android system recovery
Do you see Wipe data/factory reset?
Use Volume buttons to get to it and Power button to choose it.
Let me know what you will see after choosing it.
Wipe all data can't be redone
Choose it, please.
Do you see the process bar or something?
Reboot system now
Yes, do it.
How is it going?
It's says welcine
Do you have any additional questions I can help you with?
No thank you
I am so pleased to see your issue got resolved!
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