Hello, thank you for contacting Howly! I am here to help you today!
May I know your first name, please?
*****
Nice to meet you, *****!
Likewise
Did you forget the password to your phone?
My phone never had a lock or password to be able to use it
I don't understand what happened that I am locked out
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.
Visitor uploaded: Screenshot.jpg
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!
Ok thanks
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.
Thanks I will try it
Okay :)
Thanks so much, where is the setting to make sure it never locks again ?
Okay, so the phone is unlocked, correct?
Yes thank you
Okay, great :)
One moment, please.
Tell me when it's done, and I'll send the next part of the instruction.
I don't want it to ever lock again, I am disabled and I rely on it for help
I understand, it's the instruction to disable it.
I just checked and it says screen lock none
So I don't understand why it locked
After completing the instruction above:
Fingerprints) then tap Remove data.
I don't even want the chance it will lock again
Did you find the option to remove it?
It says screen lock type none
Do you see the remove data button?
No I didn't add any data to the phone lock to remove it
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.
It actually updated for me while I was locked out
Got it ;(
You can try restarting your device to see if the problem is gone.
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
If you still have this problem in the future, you can reset your password again as before.
If so, we'll try other solutions :)
Thanks so much
Have any ideas how I can get the system updates on his phone too ?
On samsung s10?
Yes same phone as mine
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.
Tried it many times but it doesn't update
Please, check it one more time
Atm he is sleeping and his phone is with him
You can save the instruction for later.
Yes I can thanks
It was a pleasure, *****.
Have an awesome day
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!
14 verified experts are online now
What about starting a discussion? Be the first to share your thoughts!