KNOX Security

[ametre]

If a phone is purchased from Samsung. Will it be locked to you so you can't trade it in. Apparently mine is and I have absolutely no idea why and how it can be resolved?

[AndrewL]

@ametre: Phone's purchased directly from samsung.com are unlocked to all networks until a SIM is inserted. If an existing device was traded in as part of the purchase, and we did not receive the device within the allotted time period, then the Trade In Team will remotely lock the phone until the matter is resolved. I believe this is also true of phones purchased on finance, and if the agreed payments have not been made. 

With the above in mind, please can you confirm where you purchased your phone from, and provide some more details about the lock you are referring to? 

[ametre]

Hi. Thank you for trying to help. The phone was purchased directly from Samsung. I tried to trade it in a couple of months ago but was told the phone had damage that I didn't report so they wouldn't give me the value promised. I disagree there was any damage, the front screen protector was lifting slightly and I wouldn't class that as damage. I required the phone be returned and now I can't sell it on anywhere else as they are telling me it's locked to an account. I can't see how and there are no indications anywhere it is locked.

[arianwen27]

They probably mean FRP. Basically, if you login to a phone with google, then don't reset the phone via settings, the phone locks to the original owner's google account.

The solution is to login with your google account, set it up again, reset it normally.

It's a google thing. Knox doesn't actually have any account lock features unless it's a business phone

[ametre]

Ok thank you. So set up again and then reset again. Is there some specific order to do that. Perhaps delete the Google account then factory reset the phone.

[Moiramon]

Sign out of your Google account then reset the phone. If you reset the phone without signing out of your Google account it will be FRP locked. It's best to also remove the device from your Samsung account too.