My phone is no longer accepting the correcting PIN after my Intune work profile was removed from the phone. After researching it seems to be encryption/decryption key desynchronization. I'm well aware that I need to do a factory reset. I did not have insurance. I was not backing photos and videos to the cloud. It is not user negligence. I took the phone to UbreakIFix as instructed, nothing else wrong with the phone. How do I talk to someone that might care to extend a credit or goodwill offer? Nobody seems to care or be able to do anything. I've been transferred to technical support to Sales to Knox(that had nothing to do with Samsung phones). I've been a Samsung user since the S2. This is ridiculous and I think I just might make the switch to iPhone.
I don't quite understand what you are saying. You never backed up anything and you don't want to do a reset? This is indeed user negligence. The only way to get rid of any residual passwords is to factory reset your phone. The passwords/passkeys/PINs/biometrics all reside strictly on the device. No one at Samsung (or Knox) has a magic key to unlock your phone without resetting it. What does insurance have to do with anything? If you reset your phone, as long as you log into the same Google and Samsung accounts, you will be able to set new passwords. What were you looking for in terms of a "goodwill credit"? That implies you want a replacement device - either by resetting or replacing your device, you are going to lose your personal data and photos, so you may as well go with the reset. My guess was that the work profile was removed improperly by whoever did the removal. I assume you tried entering the pin or password that was used for the work profile. Whatever happened was not the fault of either Samsung or Knox, but of the person who removed the work profile from the phone, so no responsibility for replacement would be on either entity. Losing your data, that's on you for not having the foresight to back things up in case of disaster.
What I'm saying is that my phone is not taking my correct PIN. Not pushing my media to the cloud is not negligence, it's preference. I'm accepting that I need to do a reset, as I have already tried everything from safe mode to soft reset and it still will not accept my pin. I did put the wrong work profile pin which caused it to wipe my work profile from the phone. Background: this happened December 17, I had just changed it to be back in work compliance as my app access randomly stopped working and I was rushing to a Teams meeting. I'm a father of 2 kids under 3 and was slammed with work right before the holidays. Regardless, the wiping of my work profile should not invalidate my phone pin and that is what's happening. And I don't see why I can't provide proof of sale, photo ID, Samsung AND Google account credentials and whatever else and be able to remotely unlock my phone. That makes no sense. Because people are trying to hide shady stuff or people are stealing phones, I shouldn't have to suffer as the purchaser of the phone. I think they clamped down the wrong way and should have just made more hoops to jump through for remote unlock. Thanks for your input though.
There are option for backup besides a cloud. Flash drive, external hard drives and computers exist for backup. That you chise none of that to preseve your stuff is certainly yor negligence. You admitted you were rushing and an incorrect removal of a work profile can certainly invalidate your phone's pin. As someone already mentioned, improper removal if a work profile can cause your phone to lock. As I told you, the oasswords reside solely on the device and it cannot be unlocked remotely by any entity other than yourself - and that's not even an option any longer. Sometimes security measures not only work against bad actors, they also work against us. Which drives home the importance of regular backups.
I still won't say negligence. I'll say ignorance and false security in believing my work profile was a totally separate thing and that I could use my biometrics, samsung account, or SOMETHING, to get into my phone if something like this ever happened. But Iiterally had no clue that this was a thing UNTIL it happened. Other than this, my phone is in pristine condition because I take care of it and never leave it anywhere or put it in jeopardy where I felt obligated to back it up. I don't know if you have kids but it's been a busy past few years for me with home and a grueling 2 year projectat work. I actually was backing it up before that which my last backup in 2022 proves. But yeah lesson learned.
You should feel obligated to back it up. It's not a matter of how you treat it. Electronics fail, phones drop (no one drops their phones on purpose), they get lost or stolen despite people's best efforts,accidents happen. Children have been known to get into their parents' phones and mess things up. Your last backup was in 2022. We are now in 2026. You accumulated 3.5 years of additional data that has not been backed up. There are apps that will remind you and/or automate the backup process. I, and most people I know, would never let an employer have access to my own personal device.
Understand that for the future, no one can get into your phone except you, so if something happens with your password, reset is the only option. I'm relatively sure it's the same with across all brands.
You should have set a phone an email for password and passcode reset. Plus set two to three security questions. Answer the questions then pick text or email for a password reset link. Or you can do it from pc or laptop not a tablet or a 2 in 1 chromebook and do it online. If you don't like cloud storage buy a T5 external storage device from samsung. You get them from BestBuy or samsung under $200 for 2TB
