Yes they offer text support when you first open the Members app you can click support and scroll down to start text support. Or you can use the chat on the website https://www.samsung.com/us/support/contact/
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Have you looked in Google photos? Unless you turned it off, your photos automatically back up to Google. You can open the Google photos app, or go to photos.google.com to check. If they are in Google Photos, and you want to add them back to your phone, you can download them. However, if your photos are gone because you actually deleted them from Google Photos, they would be gone forever from both Google Photos and your phone - deleting from Google Photos takes them off all devices that are synced to it.
As for your personal files, they are not backed up by any auto backup. You need to proactively backup personal files manually or by an app that will automate the process.
