Factory reset of Samsung A36, but still asks for a password

[Members_ZdD6yWb]

My son was 40yo when he passed recently.  Just before he went into hospital, I purchased a new Samsung A36 phone for him, he barely had time to use it before he passed away.  As the phone was practically brand new, I wish to sell it but even after I did a factory reset,  I can't because it still asks for a password.  With Google, I have filled out their 'form' online, and also TWICE attached death certificate, birth certificate etc and I even attached the receipt from when I purchased the phone.  Waited 30 days before I received the response that the information I provided did not prove my son's identity, date of death nor what country he lives in!   All of this information was provided TWICE when I attached his death certificate and birth certificate.  This is ridiculous, I do not want to access his emails, or his files or anything else, I just want to close his account so that a password isn't requested when turning the phone on,  so I can sell the phone.  Like hitting my head against a brick wall.  I even sent Google my receipt for purchase of the phone which  included the IMEI no.

Can Samsung help me with this?

[mbckl]

I'm sorry for your loss.

I'm not 100% sure if this will work, but you can maybe try going to a pc and click on 'forget password'. I remember they had a method of sending a code to another email, but you'll need to wait x days before they can unlock and change the password.

But I'm not sure if there are specific triggers for this. Worth a try.

Hope you're doing ok. ❤

[BAAMM]

Hi there. I am not sure of a resolution but just wanted to say sorry for your loss and the trouble you are going through which isn't helping with the loss.. hope this resolves soon. Take care🙏

[Members_ZdD6yWb]

I appreciate your responses.  I was hoping I could take the phone to a Samsung service centre?  I have already done a factory reset so it's not like I want to or can snoop on my sons privacy.  I just want to be able to get rid of the password request, so I can sell the phone.

[mbckl]

I seem to remember a while ago, someone may have said they tried and the store couldn't do anything. Hopefully a Samsung mod can give us more info here tomorrow morning 🤞

[Members_ZdD6yWb]

Where are the mods, seem to have gone missing.

[Troubadour]

May I gently ask what do you think the mods should do? This page relates to members' comments. At the bottom of this page is the link to "Support" which is where you ask for help or lodge a case. Alternatively, on this page, top right, is a search option (often missed) where you can search for much more detailed responses from members which might help. I would actually go to Google and use key word searches with Samsung as one perameter and choose several searches with phrases like password reset.

[s_amsungsonny · Accepted solution]

Hi @Members_ZdD6yWb,

Thank you for your patience regarding this matter. 

To hard reset a device, you can visit a service centre for assistance, but if an unsafe reset has been performed, a reset protection lock would be placed on the device.
This lock can be removed at an Authorised Service Centre, provided that a receipt is brought along, however, a cost will be associated with the service. 

For information related to the process and any costs involved, please reach out to an Authorised Service Centre. Below is a link with more information:
https://www.samsung.com/au/support/service-centre/

Warm regards,
s_amsungsonny

[Members_ZdD6yWb]

Thank you very much!