My mum bought a new tablet two days ago Samsung A9+. I told her to leave it and il set it up but she didn't listen. There is now a password locking the account but she has no idea what it is.
We went to a local computer store and he kindly did a factory reset on it. Thinking this would resolve the issue. However now she is trying to access it again, it says it needs the original account to be able to access the device after the factory reset. We have tried her Gmail account and password and this doesn't work. We have tried a few other passwords that she has and none of them work. She now cannot access the tablet at all.
In order to properly set up a device, one needs to log into both their Samsung and their Google accounts. So, if she forgot the username/password for either one of them she will have to go to the account and try to reset them. If she has more than one of each account, she would have to remember which one she used to set up the device.
Is it a password for your Samsung Account? Her Samsung Account? Your Gmail account? Your Gmail account? There are any number of accounts to log into to make the device workable. If it's a lock screen password, then you have to force a reset again, then it will start up without a device password, however, that will not get you around the account password. It's an anti-theft measure to prevent someone from stealing your device, wiping it, and then logging into their own accounts. You and her will have to figure out which account she used to attempt to set it up. If you each have both accounts, try them all. If this is on her account, she will have to remember or recover her Samsung account password. Otherwise, you have a doorstop.
In order to properly set up a device, one needs to log into both their Samsung and their Google accounts. So, if she forgot the username/password for either one of them she will have to go to the account and try to reset them. If she has more than one of each account, she would have to remember which one she used to set up the device.
It's 2 days old, I would see if you can return it, and then simply buy another one. If the store asks why (they shouldn't, except to ask if it's defective), you can say it appears linked to someone's account and you cannot set it up.
