Locked Out of Phone

[MellyD1]

Hi everyone I think I probably know the answer to this but I changed the password on my S23 (had to as company portal said i should) 

And yup you guessed it I can't remember it - tried all combinatons and now i think i need to factory reset.  Did try in Find my Device but my old phone is there not this one.  Problem is I can't unlock it to factory reset & if i follow the steps using the buttons it just comes back on. 

I suspect a trip to the shop is coming.

NB I'd like to caveat all this by saying I have a new puppy and lack of sleep & brain fog is my defence - i even put the butter in the freezer yesterday!!!! 🤣

TIA

[bristolian]

There's nothing more a retail shop can do to unlock an Android phone than what you can do - by design, if the phone is locked you need the PIN/password to unlock it.

Try the steps on Google Help too, there's a few remote recovery options outlined - https://support.google.com/android/answer/7663172?hl=en-GB 

[MellyD1]

Thanks I think i've tried most of that - it was more help to factory reset which i seem to be incapable of doing! 

[James_B]

Does this Samsung Support video help, @MellyD1?

James

[MellyD1]

Hi James thanks for this but its slightly more complicated?? So I can't unlock the phone as no pin, i can't turn it off as no pin and its in Airplane mode so i think it needs a hard reset which i believe it needs to be off so i have to drain the battery to do this??  

[James_B]

Hi @MellyD1,

If you swipe down the notification shade on your lock screen and turn off airplane mode, are you then able to see it at Find your phone (google.com)?

James

[MellyD1]

No need to unlock to turn off airplane mode 😞  honestly i'm in a circle of perpetual doom!

i did pop into the EE shop in Sunderland today hoping they had a fancy button to press and it was them that advised to drain and then hard reset 

[Leanne_T]

Hi @MellyD1 

Can you try the steps on the How do I perform a factory reset on my mobile device? | Samsung UK page to see if you can use the buttons to factory reset, if not there is an option to contact Samsung for further support 🙂

Leanne.