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Original topic:

Remote unlock off need to access device

(Topic created on: 01-08-2022 01:20 PM)
4Seanforever06
First Poster
Options
Galaxy A Series

Hi, sadly my son (16yrs) passed away two weeks ago in an accident. I am trying to get every picture and videos he took to treasure every moment of his short life. The police gave us his phone (Samsung A12). We were able to access his google account but we cannot access his phone data (the phone is locked and the remote unlock is turned off). This is very important to me, I am willing to do anything to access those little part of his life. We contacted Samsung and they said they cannot help us (which is extremely sad). Please help me, please.

This is an update to my original message (above) written approx 3 weeks ago - As of today, 24 August 2022, none of the options you all kindly provided worked. Sadly, we are still unable to access my son's account. I am refusing to give up and would like to ask you if you could share my message with anyone who may be able to offer a new solution. I ask you from the bottom of my heart. Thank you

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11 REPLIES 11
tel124
First Poster
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Galaxy A Series
Hi very sad to here about your loss I have seen YouTube video I hope this helps https://youtu.be/ANq3IuFOaCk
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4Seanforever06
First Poster
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Galaxy A Series

Thank you for your message. I checked the video but using that method will wipe all the data from the phone which I really don't want to. I want to be able to retrieve all the data. Thank you anyway. 

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AndrewL
Moderator
Moderator
Options
Galaxy A Series

@4Seanforever06: I'm really sorry to hear of your loss, and hope that you are coping OK in what is undoubtedly a difficult time. Do you have access to the proof of purchase for the phone? If so, then you can reach out to an Experience Store or Support Centre near you and an engineer will be able to validate ownership, and unlock the device for you. To make the necessary arrangements, please get in touch with our Help Desk via the link below.

https://www.samsung.com/uk/support/contact/

If you don't have proof of purchase, then you can still use the Google account details you mentioned to access some of the data from the device, such as photos and videos. With this in mind, please follow the link below, sign in using the Google account details that are registered to the phone, and hopefully you will find an archive of images and videos that were captured on the device. 

https://www.google.com/photos/about/

I'd also advise signing in to the account via a Google browser, to see if there are any other memories that you can recover. I hope this helps. 

JAMES4578
Samsung Maker ★
Options
Galaxy A Series

 @4Seanforever06  So  sorry to hear of your sad loss. However best to take it to an experience store as @AndrewL suggests.

In the event of issues some information here https://recoverit.wondershare.com/phone-recovery/rescue-files-from-locked-android-phone.html 

Tenorshare 4 u key  is one  software option for instance but could not guarantee success https://www.tenorshare.net/sem/4ukey-for-android.html?gclid=Cj0KCQjw852XBhC6ARIsAJsFPN1oYrA2d1_DJgCA... 

I do not work for Samsung or make Samsung Products but provide independent advice and valuable contributions.


My Device- S21 Ultra 5G ( SM-998B/DS ) CSC= BTU , 12GB/256GB
One Ui 4.0,Android 12 Official Version.

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Richmar83
Helping Hand
Options
Galaxy A Series
@4Seanforever06: If the above about Experience Store fails then I'll be happy to try and assist further as to data recovery and/or bypassing the security to get you the content. L.E Digital Forensics expert.
Did the police examine the device or was it just an item of property?
4Seanforever06
First Poster
Options
Galaxy A Series
Thank you. It was just an item of property. We asked the police if they could help us but they said no because it was not part of the inquest. We will try to take it to the Experience Store first. Thank you again
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4Seanforever06
First Poster
Options
Galaxy A Series
Thank you we will the store first then the site u suggested. Thank you again
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4Seanforever06
First Poster
Options
Galaxy A Series
Thank you.
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4Seanforever06
First Poster
Options
Galaxy A Series
We contacted the Experience Store to schedule the appointment and explain what we need and they said they cannot unlock the phone without wiping the entire data (even though we have proof of purchase and explained the situation). This is very disappointing 😞. We already use the Google account but for whatever reasons the backup had been unsuccessful for several months (we have also contacted Google with no success). I cannot believe there is no support for situations like mine. But I won't give up
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