Could you, please, send me a picture of what you see?
To attach pictures to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have either to choose an image on your device or take a photo right away. Then confirm sending.

Thomas Johnson

Visitor uploaded: Screenshot.jpg

Customer Replay

One moment, please!
Just a moment please, I'll be there for you shortly. Please stay in chat while I'm on it, thank you!

Thomas Johnson

Ok thanks

Customer Replay

Please, try this:
Click on the website below:

https://findmymobile.samsung.com

There, sign in to your Samsung account, if you have one.
Then unlock your Samsung phone if it's there.

Thomas Johnson

Thanks I will try it

Customer Replay

Okay :)

Thomas Johnson

Thanks so much, where is the setting to make sure it never locks again ?

Customer Replay

Okay, so the phone is unlocked, correct?

Thomas Johnson

Yes thank you

Customer Replay

Okay, great :)
One moment, please.

Thomas Johnson

Customer Replay

Navigate: Settings -> Lock screen -> lock type. If presented, enter the current PIN, password or pattern.
Tap Password.
Enter a password (4 to 16 characters, including at least one letter) then tap Continue.

Tell me when it's done, and I'll send the next part of the instruction.

Thomas Johnson

I don't want it to ever lock again, I am disabled and I rely on it for help

Customer Replay

I understand, it's the instruction to disable it.

Thomas Johnson

I just checked and it says screen lock none
So I don't understand why it locked

Customer Replay

After completing the instruction above:

Re-enter the password then tap OK.
To disable screen lock:

Tap 'None' or 'Swipe'.
If prompted, review the info about biometric data (Face, Iris,

Fingerprints) then tap Remove data.

To confirm, tap Remove.

Thomas Johnson

I don't even want the chance it will lock again

Customer Replay

Did you find the option to remove it?

Thomas Johnson

It says screen lock type none

Customer Replay

Do you see the remove data button?

Thomas Johnson

No I didn't add any data to the phone lock to remove it

Customer Replay

Okay, got you
Please, check if it's possible to update your Samsung device
From a Home screen, touch and swipe up or down to display all apps, tap Settings > System updates > Check for system updates.
if you did not set a password, then perhaps this is a bug in the firmware, so a system update could fix it.

Thomas Johnson

It actually updated for me while I was locked out

Customer Replay

Got it ;(
You can try restarting your device to see if the problem is gone.

Thomas Johnson

I use my husband's phone too but it never let's me do any of the updates
Will try am just afraid of the screen lock
Thanks I restarted and the lock is gone

Customer Replay

If you still have this problem in the future, you can reset your password again as before.
If so, we'll try other solutions :)

Thomas Johnson

Thanks so much
Have any ideas how I can get the system updates on his phone too ?

Customer Replay

On samsung s10?

Thomas Johnson

Yes same phone as mine

Customer Replay

Okay
From a Home screen, touch and swipe up or down to display all apps, tap Settings > System updates > Check for system updates.
And tell me what you see there.

Thomas Johnson

Tried it many times but it doesn't update

Customer Replay

Please, check it one more time

Thomas Johnson

Atm he is sleeping and his phone is with him

Customer Replay

You can save the instruction for later.

Thomas Johnson

Yes I can thanks

Customer Replay

It was a pleasure, *****.