09-15-2019 10:26 PM
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  1. torbach1's Avatar
    I just got notified that I was declined the trade in of my Pixel 3 worth $600 for the trade to an unlocked Note 10+ because "my device was not factory reset." That is nonsense. It absolutely was factory reset. I've contacted Samsung support, but am not expecting joy with this given past threads about this.
    09-04-2019 01:41 AM
  2. B. Diddy's Avatar
    Did you remember to remove your Google and Samsung accounts from the phone before you reset it? If you didn't, that would cause Factory Reset Protection to become activated, which would then make the phone useless to anyone but you.
    zoggybottom likes this.
    09-04-2019 01:53 AM
  3. torbach1's Avatar
    Yes, I removed those, although it didn't have a Samsung account since it was a Pixel. I removed it from my list of devices on my Google account.
    09-04-2019 01:55 AM
  4. KruseLudsMobile's Avatar
    Did you remember to remove your Google and Samsung accounts from the phone before you reset it? If you didn't, that would cause Factory Reset Protection to become activated, which would then make the phone useless to anyone but you.
    So if I've factory reset my device before returning it, you are saying I need to start it back up and get logged in on Samsung and Google, then delete those accounts on the phone, then factory reset? How - in settings under accounts?
    09-04-2019 01:57 AM
  5. srgonu's Avatar
    09-04-2019 02:00 AM
  6. B. Diddy's Avatar
    So if I've factory reset my device before returning it, you are saying I need to start it back up and get logged in on Samsung and Google, then delete those accounts on the phone, then factory reset? How - in settings under accounts?
    Whenever you plan a factory reset in preparation to give the phone to someone else, it's always a good idea to first remove your Google account (and Samsung account) from the phone in Settings>Accounts. If you do a factory reset without removing your Google account, on most phones that triggers Factory Reset Protection, which prompts the user to enter the previously associated Google account/password upon attempted startup.

    If you did a factory reset without removing your Google account, try starting it up again and see if it prompts you for your Google account/password first (or early in the process). If it does, then log back in, and if you find that it boots back up to your usual setup, then remove your account from the phone as described above, and then do the factory reset again.
    Laura Knotek likes this.
    09-04-2019 02:04 AM
  7. KruseLudsMobile's Avatar
    Thank you... And for Samsung?
    09-04-2019 02:05 AM
  8. B. Diddy's Avatar
    Yes, I removed those, although it didn't have a Samsung account since it was a Pixel. I removed it from my list of devices on my Google account.
    Tricky situation, then. Not sure how they'll respond to this. Perhaps they'll send it back to you (hopefully not on your dime), and you can see if the phone still boots up into your account, or if it starts up as a fully reset phone.
    09-04-2019 02:05 AM
  9. sulla1965's Avatar
    Before doing the factory reset, go to accounts and remove your google or samsung account from the phone, then reset. I always remove fingerprints and pins etc too. if everything is ok after the reset, the welcome and set up screen shows up just like when the phone was first turned on out of the box. I believe samsung makes you sign into your account before you can remove it.
    09-04-2019 02:05 AM
  10. sulla1965's Avatar
    Tricky situation, then. Not sure how they'll respond to this. Perhaps they'll send it back to you (hopefully not on your dime), and you can see if the phone still boots up into your account, or if it starts up as a fully reset phone.
    I'm sure they will return it to you. I believe they only keep it if they accept the trade in. Perhaps ask them if you can factory reset it again and send it back for the trade in.
    09-04-2019 02:08 AM
  11. torbach1's Avatar
    I even attempted phone restart to confirm that it doesn't prompt for previous information and redid the reset, after again removing my account. Anyway, not much I can do now other than wait. We'll see what happens, but I suspect best case scenario will be I'll get the Pixel back and be charged the full $600. My options then will be to live with it, or to return the Note for a 15% restocking fee, which is $165. On principal I feel returning it makes sense. But in practice I love this phone and that would be foolish.
    Whenever you plan a factory reset in preparation to give the phone to someone else, it's always a good idea to first remove your Google account (and Samsung account) from the phone in Settings>Accounts. If you do a factory reset without removing your Google account, on most phones that triggers Factory Reset Protection, which prompts the user to enter the previously associated Google account/password upon attempted startup.

    If you did a factory reset without removing your Google account, try starting it up again and see if it prompts you for your Google account/password first (or early in the process). If it does, then log back in, and if you find that it boots back up to your usual setup, then remove your account from the phone as described above, and then do the factory reset again.
    09-04-2019 02:09 AM
  12. B. Diddy's Avatar
    How frustrating! It would seem to me that the burden of proof should be on Samsung, if they're going to claim that your phone wasn't factory reset. But it's probably too much to ask them to show a photo or short video of your phone not booting to the normal setup wizard.
    09-04-2019 02:15 AM
  13. torbach1's Avatar
    Yeah. I just read a similar issue that several (but not most) people had for the S10+ trade in program. Some actually filmed their phones, doing the factory reset, showing the removal of accounts etc with a timestamp just in case. Not sure what the outcome was though. I did think the $600 trade in was too good to be true, but Samsung is a reputable company, and I expect more from them. I shouldn't have to film everything just in case. Just won't be using this option in future.
    How frustrating! It would seem to me that the burden of proof should be on Samsung, if they're going to claim that your phone wasn't factory reset. But it's probably too much to ask them to show a photo or short video of your phone not booting to the normal setup wizard.
    B. Diddy likes this.
    09-04-2019 02:19 AM
  14. KruseLudsMobile's Avatar
    Thank you... And for Samsung?
    ?
    09-04-2019 02:33 AM
  15. willpooted's Avatar
    Great. I just came back from dropping off my Note 9 at Fedex. I did not remove my Google and Samsung accounts before factory-resetting. Am I SOL? How much did they dock you for not factory-resetting?
    09-04-2019 02:52 AM
  16. kolyan2k's Avatar
    Never heard of Factory Reset Protection and have never logged out on any of my phones since Nexus One, never had any issues. I call BS on this

    Logging out is done for your personal protection. Or you can unauthorize your previous devices from google website
    gregg6942 likes this.
    09-04-2019 03:24 AM
  17. j_hansen's Avatar
    Thank you... And for Samsung?
    for Samsung you need to also disable the *find my phone* if that's set ip
    09-04-2019 03:59 AM
  18. bhatech's Avatar
    Great. I just came back from dropping off my Note 9 at Fedex. I did not remove my Google and Samsung accounts before factory-resetting. Am I SOL? How much did they dock you for not factory-resetting?
    If you went to the settings-reset-factory data reset it should ask for your device password and after that it should automatically remove all accounts, data basically factory reset as it's called. You should be good and the device will not be tied to you Google account or anything like that.

    The only time at least on pixels I have seen it asking for my Google account password is when I had Android beta, did an opt out of beta and that initiates a factory reset. Once that's done, if I try to get into the device it asks for the previous device password or Google account password.

    But in general cases without beta, factory data reset should be good based on my experience.

    I have sold many phones and also traded in many phones, I haven't ever manually went and removed my Google account. Full factory data reset asks for device password and after that removes all associated account, data etc. To be safe after factory reset I always try to get in device again and select skip for all the set up steps to make sure I can get into the device without any restriction. Once I get in, I again just go and do another factory data reset so that the buyer or whoever uses the phone gets to setup everything from start.
    09-04-2019 03:59 AM
  19. Laura Knotek's Avatar
    Never heard of Factory Reset Protection and have never logged out on any of my phones since Nexus One, never had any issues. I call BS on this

    Logging out is done for your personal protection. Or you can unauthorize your previous devices from google website
    FRP has existed since Android 5.0 Lollipop.

    Factory Reset Protection: What you need to know https://www.androidcentral.com/facto...-you-need-know
    09-04-2019 04:06 AM
  20. bhatech's Avatar
    FRP has existed since Android 5.0 Lollipop.

    Factory Reset Protection: What you need to know https://www.androidcentral.com/facto...-you-need-know
    You don't need to log out manually from any account, factory reset will take care of it automatically.

    From the same article:

    "On phones running Android 6 Marshmallow or later there shouldn't be any problems as long as you choose to factory reset your phone through its settings. This will automatically remove all the associated accounts in a way that "frees" the phone from FRP."
    09-04-2019 04:09 AM
  21. buzzy3970's Avatar
    That's very disappointing to hear. Did you check to see if your Google account online still shows the phone linked to your account? Hopefully they allow you to reattempt the trade in offer after they send back device to you.
    09-04-2019 04:30 AM
  22. j_hansen's Avatar
    if it is still linked could you do a remote reset?
    09-04-2019 06:32 AM
  23. o4liberty's Avatar
    I just got notified that I was declined the trade in of my Pixel 3 worth $600 for the trade to an unlocked Note 10+ because "my device was not factory reset." That is nonsense. It absolutely was factory reset. I've contacted Samsung support, but am not expecting joy with this given past threads about this.
    If you are declined do they send the phone back to you.
    09-04-2019 07:43 AM
  24. anon(10274434)'s Avatar
    I just got notified that I was declined the trade in of my Pixel 3 worth $600 for the trade to an unlocked Note 10+ because "my device was not factory reset." That is nonsense. It absolutely was factory reset. I've contacted Samsung support, but am not expecting joy with this given past threads about this.
    I recently sold a Pixel 3a XL to an online site. Did the factory reset before sending it in, and got the same response from them that you got. They sent the phone back to me and my Google acct. was still on the phone. Talked to one of the techs at the site, told him I had re-set the phone and he told me Google recently, without telling anyone, did some secret fancy smancy thing that didn't remove the account. Phone was returned to me and sure enough, Google acct. was still there.
    I went in, deleted the Google acct. sent the phone back and the check is in the mail.

    I have no idea what happened here, just wanted to let you know you are not the only one who has gotten into this situation.

    I have amassed a very large 4 letter word vocabulary - am willing to share all if you need them.
    09-04-2019 07:48 AM
  25. Mooncatt's Avatar
    how do you remove those before factory reset? I would likely have done the same figuring the FR handled it.
    Go into the phone's main settings, and you should see one for accounts. Go into that and you'll find Google and other accounts you've registered on the phone (I.e. Skype, Yahoo, etc). You tap on the Google accounts and get the sign out option.
    Laura Knotek and rabernet like this.
    09-04-2019 08:28 AM
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