I'm having same issue with Samsung they never give you clear answer. Samsung is giving me run around because i don't have recite. I purchased this phone from a cell phone store that's closed for business. I totally put this phone away somewhere in my home till recently my daughter recovered it and she was playing with the device that was unsafe. I try to contact Samsung care sevaral message no help. They never give you straight answer. I never got this phone from a carrier but Samsung is accusing me that i got this phone from a carrier which they don't have any proof. Now I'm taking my case to small claim court. Samsung manufactured this device and they don't want to fix their issues. My ticket number is 4150847820. Samsung doesn't care about customer service.