1. xsimonaxi's Avatar
    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!!!
    01-25-2020 09:28 PM
  2. mustang7757's Avatar
    Hi welcome!
    Are you signed in in your Samsung account on the phone?

    You can log in here and remotely unlock your phone .

    01-25-2020 09:31 PM
  3. xsimonaxi's Avatar
    No, I'm not signed
    I tried to enter with my google account but it gave me "error"
    01-25-2020 09:38 PM
  4. mustang7757's Avatar
    Then you'll need to go into recovery and factory reset your phone and put your Google verification there .
    01-25-2020 09:39 PM
  5. xsimonaxi's Avatar
    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.
    01-25-2020 09:50 PM
  6. mustang7757's Avatar
    Are you in Samsung find my phone or Google find my phone ?
    01-25-2020 09:51 PM
  7. mustang7757's Avatar
    01-25-2020 09:56 PM
  8. xsimonaxi's Avatar
    01-25-2020 09:58 PM
  9. mustang7757's Avatar
    Click image for larger version. 

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    I don't understand the message?
    If you tap unlock what happens?
    01-25-2020 10:00 PM
  10. mustang7757's Avatar
    01-25-2020 10:01 PM
  11. xsimonaxi's Avatar
    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
    01-25-2020 10:04 PM
  12. mustang7757's Avatar
    Can you back up data there ?
    01-25-2020 10:08 PM
  13. mustang7757's Avatar
    It shouldn't be asking for a pin , you log in with your Samsung account , very strange you authenticate your account already
    01-25-2020 10:09 PM
  14. xsimonaxi's Avatar
    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.
    01-25-2020 10:18 PM
  15. mustang7757's Avatar
    I would recommend talking to Samsung , I dont think someone taking your stuff could be a bug .
    01-25-2020 10:20 PM
  16. xsimonaxi's Avatar
    thank you very much! I'm really gratefull!!
    01-25-2020 10:20 PM
  17. mustang7757's Avatar
    Your welcome !
    Good luck hope you get everything resolved .
    01-25-2020 10:22 PM
  18. plttest03's Avatar
    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.
    01-27-2020 04:58 PM

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