Reset phone

[EricParlatore]

My aunt passed away and her phone is on home screen but I don't know her password so anyone know how to reset it. Without knowing password I can't reset it or turn phone off.

[ItsS]

If you know her Google password, do a hard reset.

[EricParlatore]

If I knew the password I wouldn't be posting here

[Axel-Hurtado]

try with the tool SAMFW, although I have never used that account option, just change CSC and see how many battery charge cycles I have.

Opens in new window

PDF Download

Word Download

Excel Download

PowerPoint Download

Document Download

[EricParlatore]

What

[Axel-Hurtado]

watch a tutorial on youtube on how to remove a google account with that tool.

Opens in new window

PDF Download

Word Download

Excel Download

PowerPoint Download

Document Download

[EricParlatore]

I'm not trying to remove a Google account. Im trying to factory reset phone. It's on home screen and can't do nothing cause I don't know the password my aunt had on it

[Samsung_Moderator · Accepted solution]

Hello, We are sorry to hear of your loss.

To unlock the phone you can try the steps in the first part of this article: https://www.samsung.com/us/support/troubleshooting/TSG01001570/

It walks you through unlocking the phone using Find My Mobile. Google also offers this feature if you are able to access her accounts. https://www.samsung.com/us/support/answer/ANS00083965/

The remaining option to unlock the phone would be to have the phone serviced, along with a copy of the proof of purchase.

You can use the following link to find a list of service centers in the U.S. that can do the repair: http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.

For assistance outside the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html