Brand New S21 Locked to Gmail, Password Forgotten, Recovery Is Old Phone Number- Any Way to Unlock?

Geekomatic on 17/05/2022 - 02:48

I'm helping an older couple try to get into their phone (both are in their 70's and neither are tech-savvy). It was a Mum's Day gift and the lady is Thai and doesn't speak much English. Her Aussie husband isn't sure how she managed it, but said she thought she'd used a Thai screen-lock password. However, the lock screen was a US keyboard, so I have no idea what she meant.

I decided to do a reset as nothings on the phone yet, thinking that would be the go. When it restarted, it said it wanted the Gmail used to set it up! I asked the husband and he gave me the email but said she doesn't use it. The password he found for that acct. was incorrect. I asked who set the phone up with a Gmail acct and he wasn't there, and she can't tell me. It would be funny if it weren't so exasperating. The recovery number for her Gmail is from a phone from years ago, long gone….I think they bought this new mobile at JB Hi Fi, but doubt they'd be able to help.

Is there a way around this? Would Samsung be able to do something like some sort of reset that bypasses the Gmail that's on it? They only bought it for Mum's Day so a couple of weeks ago and have their receipt, etc. I'm flying blind and these folks aren't going to be able to help because they don't understand any of it.

Thanks for any suggestions.

Mobile Mobile Phone Samsung Android

Comments

  • kipps on 17/05/2022 - 03:08
    +4

    Try to reconnect the old recovery number with the existing carrier or if it’s connected see if the person using it will help you get the recovery code.

    Also call Samsung. Proof of purchase should assist you in wiping it.

    • mbck on 17/05/2022 - 08:33
      +1

      Yes proof of purchase and samsung will unlock it.

      • Geekomatic on 17/05/2022 - 13:51

        I sure hope so. I wish when people set things up, they'd have a pen & paper right there to note it. Especially folks with poor memory…sigh.

    • Geekomatic on 17/05/2022 - 13:56

      The Google prompt is sending the recovery text to another model Samsung phone on the old number no longer owned by the lady. The setting up of Gmail (or any email acct.) should throw a red screen with the words, "IF YOU CHANGE THIS MOBILE NUMBER AND FORGET YOUR PASSWORD YOU WILL LOSE YOUR ACCT" in BOLD letters. Too many older folks especially, don't understand all of this and this is the result. It also doesn't help anything when sales people in shops set things up and then let the people leave without the details.

      • kipps on 18/05/2022 - 00:52

        Those sales people in shops frequently do tell people these things. They just don’t listen. If the staff member set up the phone and put in credentials (doubtful) then the client would have been right beside them as it was done. Can’t pass the buck to the salesperson here.

  • EightImmortals on 17/05/2022 - 07:16

    Old people and technology don't really mix too well. I get this stuff all the time.

    I was going to suggest do a gmail password reset on a PC which 'might' work if the backup email address they used was still valid but if it isn't and they don't have the correct phone number then hopefully Samsung can help you out.

    Protip: Buy them a password book and nag them to use it cos in 6 months time when you have this issue again it will be a lifesaver. :)

    • Geekomatic on 17/05/2022 - 13:49

      I've done this so many times I can't count. And the old fella knows this as I've told him that many times! I instruct EVERYONE who doesn't use a password manager to get a special notebook ONLY for passwords, only ONE acct per page, with date of password in parenthesis so if they need to change it, they have a record of previous passwords. Yes, like you I go through this constantly. The trouble is they either don't listen, don't remember, or remember and then lose the notebook- lol. I laugh because I'll cry otherwise.

      • EightImmortals on 17/05/2022 - 15:55

        Haha had the same thing happen this morning. Was round at old mates last week cos he did something with his email password, eventually got it sorted and setup on all his devices and on the way I out I said "Watch out for helpful relatives who rock up and mess with things"

        And so it was that his DIL turned up on the weekend and changed his email password for 'reasons' but didn't update any of his devices so I had to go back this morning and do it all over again. At least he had the new pw written down this time…

  • cwongtech on 17/05/2022 - 07:51

    FRP lock is what this is called (Factory Reset Protection)
    It's meant to stop stolen phones from being able to be re-used easily

    There are ways to try bypass it but it took me 3-4 hours of constant searching on youtube to get rid of one on a Pixel 2..

    Did work in the end though.

    Would Samsung be able to do something like some sort of reset that bypasses the Gmail that's on it?

    Possibly, it's a Google thing though, forced factory restore from boot doesn't seem to remove it.

  • ThithLord on 17/05/2022 - 08:21
    +1

    Samsung should be able to remove it if you can provide the proof of purchase. I say should, because I've had to do it several times with Apple equipment (in my line of work) and they removed the locks once I could prove ownership.

  • NewbiefromVic on 17/05/2022 - 08:28
    +1

    Read a while back that some people have had success with this … https://www.hardreset.info/FRP-Unlocker/

    Hope it works for you.

    Cheers

    • cwongtech on 17/05/2022 - 09:24
      +1

      The last time I did the FRP unlock, the basic concept was this:
      - Factory reset, then keep adding languages till you can access a "more" button, get to the Google Help menu and somehow add an additional account with a PIN or an unlock pattern
      Then factory reset again
      The new PIN/Unlock pattern is also accepted in the FRP lock screen

    • Geekomatic on 17/05/2022 - 14:01

      I've seen a lot of the videos, but so far none quite work. I've kept your link, in case Samsung can't do anything (which would be crazy).

      Ta

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