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Randy Boman
Randy Boman, Technician
Category: Android Devices
Satisfied Customers: 9717
Experience:  Android Tech
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My phone is locked and it was by mistake I know my pattern

Customer Question

My phone is locked and it was by mistake I know my pattern and it only gave me two tries and locked me out and now it ask for a pin back up which I don't know
Submitted: 11 months ago.
Category: Android Devices
Expert:  Randy Boman replied 11 months ago.

Hi Felix,

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?

Customer: replied 11 months ago.
smg900vzdv
Customer: replied 11 months ago.
did you get that?
Customer: replied 11 months ago.
Acknowledge please, I want to know if I am getting a response. I've hit send twice already.
Customer: replied 11 months ago.
I'm not going to call for another $20, it already appears I'm not getting a response and I will be canceling this membership tomorrow.
Customer: replied 11 months ago.
Thanks for nothing Randy!
Expert:  Randy Boman replied 11 months ago.

I am sorry about the delay.

Do you have a Samsung account connected to the phone?

Customer: replied 11 months ago.
I don't know, I have a Verizon acct. and thats probably it.
Expert:  Randy Boman replied 11 months ago.

okay, the only option will be to reset the Samsung.

Follow these steps please>

  • Turn the Galaxy S5 off.
  • Now press and hold the Volume up button, the Home button, and the Power button together until you see the Android on screen.
  • Now use Volume down to highlight the wipe data/factory reset option and press the Power button to select it.
  • Use Volume down again to highlight Yes – delete all user data and press Power to select it.
  • Wait until you see the reboot system now option and then use the Power button to select it.
  • When the S5 restarts it should be completely wiped and ready to set up again.


Customer: replied 11 months ago.
I read that before consulting JustAsk but it is correct, it will wipe everything off of the phone. I am trying to avoid that?
Expert:  Randy Boman replied 11 months ago.

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?

Customer: replied 11 months ago.
The only email I use is***@******.***
Expert:  Randy Boman replied 11 months ago.

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.

Your ID:***@******.***

Please follow the instructions in the Email to reset your password. If you do not receive an E-mail, check your spam mail box.

Customer: replied 11 months ago.
This is the password Aztlan2016Libre
Expert:  Randy Boman replied 11 months ago.

okay, did you reset that on the email as your Samsung account password?

It does not work, are you sure that is the password?

Customer: replied 11 months ago.
it confirmed that it had been reset successfully.
Expert:  Randy Boman replied 11 months ago.

okay, follow this link and try signing in please>https://us.account.samsung.com/account/signIn.do

Expert:  Randy Boman replied 11 months ago.

were you able to sign in?

Customer: replied 11 months ago.
Here is the new password *****
Expert:  Randy Boman replied 11 months ago.

okay, what is your first and last name please?

Does it show any other account for the user name on the Samsung website?

Expert:  Randy Boman replied 11 months ago.

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

Customer: replied 11 months ago.
Felix Rivera and ok I'll click and fill out the form.
Customer: replied 11 months ago.
I'm just repeating the process and it says that it was changed successfully and to fill out the info. and than says it is not correct which was confirmed with my first and last name but says it is not available.
Expert:  Randy Boman replied 11 months ago.

when you put your name and birthday on the form does it show the [email protected] as your samsung id?

Expert:  Randy Boman replied 11 months ago.

the***@******.*** may be your recovery email and there could be another email as your id and that may be why the [email protected] and the new password ***** ***** working as your samsung id.

Customer: replied 11 months ago.
No it doesn't it says incorrect password ***** id
Expert:  Randy Boman replied 11 months ago.

okay, what is your birth month, day, year?

Customer: replied 11 months ago.
March 19, 1954
Expert:  Randy Boman replied 11 months ago.

Im not sure why it is doing that, it sends a link to your email but then wont allow the sign in.

Customer: replied 11 months ago.
Well, what is your next suggestion? I am at wits end with this problem.
Expert:  Randy Boman replied 11 months ago.

Unfortunately the reset is the only option to the phone working again.

Customer: replied 11 months ago.
Ok, if that is the ONLY option, lets get it done.
Customer: replied 11 months ago.
My last phone is also locked do I reset that one also to unlock it?
Expert:  Randy Boman replied 11 months ago.

Follow these steps please>

  • Turn the Galaxy S5 off.
  • Now press and hold the Volume upbutton, the Home button, and the Powerbutton together until you see the Android on screen.
  • Now use Volume down to highlight thewipe data/factory reset option and press the Power button to select it.
  • Use Volume down again to highlightYes – delete all user data and pressPower to select it.
  • Wait until you see the reboot system now option and then use the Powerbutton to select it.
  • When the S5 restarts it should be completely wiped and ready to set up again.
Expert:  Randy Boman replied 11 months ago.

Let me know if that works please.

Expert:  Randy Boman replied 11 months ago.

Did that work for you?

Customer: replied 11 months ago.
Randy, thanks, ***** ***** didn't work and I'll just figure out what to do.
Expert:  Randy Boman replied 11 months ago.

Okay, let me know if I can help.