Why can't I unlock my Galaxy S5?

[HyphenSam]

I cannot unlock my Galaxy S5

I can't seem unlock my device using fingerprint or backup password.
The fingerprint animation isn't playing and doesn't recognise that I am swiping the home button.
I have tried entering the backup password and it says I have entered it incorrectly when I am for certain entered it correctly.
Changing keyboards doesn't fix this.
Restarting the phone and removing the battery and SD card does not fix this.

I have previously registered for the Google Device Manager and have tried locking my phone, but that doesn't seem to work. Do I need to have an Internet connection or GPS on my phone to do that? If so, I can't connect to the internet or activate GPS due to it being locked. Is there any way around this?

I really don't want to factory reset my phone unless it's the only last option I have.
And I have contacted Samsung support regarding this and am waiting for a reply. I will update if they have replied to my message.

 

[BR34KF4ST]

Re: I cannot unlock my Galaxy S5

Try using find my mobile to unlock,but you must have the same google account on find my mobile and your device

Posted via the Android Central App

 

[HyphenSam]

Re: I cannot unlock my Galaxy S5

Try using find my mobile to unlock,but you must have the same google account on find my mobile and your device

It says "Device unavailable" after it tries to locate my device.Like I previously stated, do I need an Internet connection or GPS enabled on my phone for it to work? If so, how do I enable them? The phone is locked so I can't change anything.

 

[HyphenSam]

Re: I cannot unlock my Galaxy S5

Samsung Support has replied to me and pretty much repeated what BR34KF4ST said.
I have taken my phone to a mobile shop and they said it needs to update it's software and will be fixed tomorrow. I am using the Lollipop 5.0 version.
I will make an update tomorrow.

 

[HyphenSam]

Re: I cannot unlock my Galaxy S5

They factory reset my phone. I will no longer go to their shop.
At least I now can use my phone.