locked screen virus

[xsimonaxi]

Hello everyone!
My phone doesn't accept my usual pin and I can't even hard reset it. I can't put save mode. I think is a virus because usually if you put the wrong pin it ask for puk code. But I can put my pin infinite times, I don't know what to do.
I'm not signed on my samsung profile.
Please help me!!!

 

[mustang7757]

Hi welcome!
Are you signed in in your Samsung account on the phone?


You can log in here and remotely unlock your phone .

https://findmymobile.samsung.com/

 

[xsimonaxi]

No, I'm not signed
I tried to enter with my google account but it gave me "error"

 

[mustang7757]

Then you'll need to go into recovery and factory reset your phone and put your Google verification there .

 

[xsimonaxi]

Wait I'm signed, I can't locate it because it says is not connected online, although it is!! And if I try to disconnect wifi or data it sends me again to the screen of the pin.

 

[mustang7757]

Are you in Samsung find my phone or Google find my phone ?

 

[mustang7757]

It should look like this

 

[xsimonaxi]

 

[mustang7757]

View attachment 315866

I don't understand the message?
If you tap unlock what happens?

 

[mustang7757]

Charge your phone

 

[xsimonaxi]

my phone is charged, the problem is that it results offline, but it isn't offline. It's connected to wifi and data. If I try to switch off and on wifi or data I can't because it sends me to the pin screen

 

[mustang7757]

Can you back up data there ?

 

[mustang7757]

It shouldn't be asking for a pin , you log in with your Samsung account , very strange you authenticate your account already

 

[xsimonaxi]

I didn't lost my pin, I have the same pin since years. I think is a virus, also if I didn't download any app. Only my phone died and I put in charge and when it switched on I hadn't my old pin. I tried everything. Hard reset, save mode, I can't even put it in airplane mode ahahah. I only hope that somebody is not stealing my datas.

 

[mustang7757]

I would recommend talking to Samsung , I dont think someone taking your stuff could be a bug .

 

[xsimonaxi]

thank you very much! I'm really gratefull!!

 

[mustang7757]

Your welcome !
Good luck hope you get everything resolved .

 

[plttest03]

Could you share Model number/Carrier/S/W version?
And which lock are you talking about? Lockscreen or samsung account? Please give us issue detail.