We pitched this mystery at our developers. From the info given, they've positively identified that keyboard layout concept as being intended for the Chinese market - which strongly points towards the device and/or software being intended for customers in China. Without log files to check the software binary, they're unable to 100% confirm the device or software's market origin though. (If anyone out there who's experienced the same keyboard weirdness wants to send some log files, they can do so via the error reporting feature in the Samsung Members app.)
However, it would explain why Samsung Support in Canada or us in the UK weren't able to replicate the issue or resolve; and why the OP's keyboard reset reverted the language to Chinese.
@AndrewL: hello, i tried doing that. but since the numbers and characters on the keyboard are greyed out. im not able to make any changes to them
Settings > Apps > More (Three Dots) > Show System Apps > Samsung Keyboard > Storage > Clear Cache/Clear Data.
(Just as a side note, clearing the data will remove all custom languages and learned words.)
I followed youw instructions. nothing has changed except that I have no reset my settings back to factory for the 3rd time.
I spent almost 2 hours on chat support, and remote control of my phone with Samsung customer service and they literally just poked around the software settings blindly, changing things and resetting my keyboard.
I've had to reconfigure the settings 3x now. the first rep disconnected chat on me like an upset teenager, just because I asked if they actually knew what they were doing (after nearly 40 minutes)
the 2nd rep was an absolute dodo. he literally replaced my keyboard with the Google keyboard, and asked me if he had solved the problem. not to mention he chose the QWERTZ keyboard instead of QWERTY. you literally have customer service who are so clueless, their solution is to direct the consumer to a competitor's product
I have to ask now, if nobody at Samsung knows how to fix a Samsung software issue. do you guys know how to work your own phones, or is this evidence of what's to come? please give me a conclusive answer. should I return my s10+ and go back to iPhone, or do you intend to help me find a solution on my $1300 phone? not to mention the original poster of this thread. he asked a question in February, got a half assed solution that doesn't work and you never solved his problem. this is my business device and I can't have some weird keyboard layout. I had an s10 before this so this is the first device with this layout. it's a software thing so it mus the fixable, but nobody seems to know what they're doing, and I've just about had enough.
as my livelihood depends on this device, please provide me a firm solution within 48 hours. otherwise I will simply post the screenshots of this post and of my chat with tech support on the Samsung Facebook page, Twitter page and on Amazon with a review, then I'm returning my phone.
I don't have an S9 or S10 to hand to check, but for the English (UK) keyboard, Qwerty option should be in Settings > General Management > Language and input > Onscreen keyboard > Samsung Keyboard > Language and types > [click into the language] select '3x4' or 'Qwerty'
Pulled these from our simulator:
Noticed that you're from Canada, @Shikharizard , so unsure if you've got the exact same Settings pathway on your phone.