Hey Davidbray89, We are sorry for the inconvenience caused to you. Please perform the factory data reset on your device. If you perform the factory data reset, it will give you as a new device by erasing all the device data.
Make sure to back up your device data by using the Smart Switch before hard reset, as it will erase all data. You may not be able to save the data if the screen is locked. Also, delete all registered Google / Samsung accounts from the phone under Go to Settings >> Accounts >> Google or Samsung account >> Tap on your account >> Press 3 dots at the top right >> Delete account.
Smart switch transfers personal data as well as (contacts, timetables, memories, messages and call history) and photos, videos, alarms, favorites.
Preferences: you cannot transfer settings or data from the downloaded applications.
Procedure: 1. Download the Smart Switch to the computer. Install it and restart the computer. 2. Open the Smart switch. Connect your mobile phone with the computer via a USB cable. 3. You can see the 'Save' option.
Hey CarolynNL, Have you performed the factory data reset of the device? If not, please perform the factory data reset on your phone. Make sure that you have backed up the device data by using the smart switch software. Otherwise, it will erase the device data. You need to remove both the Samsung and Google account from the device before performing the factory data reset of the device. Otherwise, it will be locked with the accounts.
