Fingerprint scanner recognition not working & back up password not recognised

[AC Question]

Fingerprint recognition failed to work. Back up passwords then not recognised. Phone locked and been advised only way to get phone working again is to do a factory reset which we don't want to do as there's material and photos that haven't been backed up. Any ideas? Samsung Alpha within 12m warranty.
Thanks

 

[Rukbat]

Bring the phone to your carrier, along with photo ID proving that you own the account the phone is on. (If you don't, bring the owner with you.) Ask them if they could please remove the lock files. (That will give you a Swipe lock screen - no security - but you can change it back to something with a password.)