My name is***** am sorry to hear that you are having this issue. I will be glad to assist you with this.
What is the model number of your phone please?
I am sorry about the delay.
Do you have a Samsung account connected to the phone?
okay, the only option will be to reset the Samsung.
Follow these steps please>
okay, unfortunately due to the security of the samsung phone that is in place to protect your data from getting stolen or used by criminals the security will only allow you to get back in the phone if you have a google recovery account or samsung recovery account set up on the phone. The phone usually request that info when you first set up the phone. What is the email that you use regularly?
okay great. It looks like that email was used to set up a samsung account. Reset the password ***** we can use that to unlock the phone if it is connected. Follow the steps in your email and then let me know the password *****
An E-mail for changing password ***** been sent to your E-mail.
Please follow the instructions in the Email to reset your password. If you do not receive an E-mail, check your spam mail box.
okay, did you reset that on the email as your Samsung account password?
It does not work, are you sure that is the password?
okay, follow this link and try signing in please>https://us.account.samsung.com/account/signIn.do
were you able to sign in?
okay, what is your first and last name please?
Does it show any other account for the user name on the Samsung website?
click on this link and filll out the from and see if it shows a different id>https://account.samsung.com/account/find/accountFindEmailView.do?serviceID=9fm95yr10p
when you put your name and birthday on the form does it show the [email protected]
the***@******.*** may be your recovery email and there could be another email as your id and that may be why the [email protected]
okay, what is your birth month, day, year?
Im not sure why it is doing that, it sends a link to your email but then wont allow the sign in.
Unfortunately the reset is the only option to the phone working again.
Let me know if that works please.
Did that work for you?
Okay, let me know if I can help.