Secure Folder problem on S8

[DanielFloyd]

Hi,

I'm trying to access my secure folder on my S8, but I have recently changed my email, and I can't remember my password.

When I select Forgot Password, it tells me "Your Samsung account has been changed. To enable Secure Folder sign as old email address and reset your Secure Folder lock"

I can no longer log in as my old email address, as my Samsung account is the new address, how do I reset it?

[Malaian]

Hi, I am also experiencing this problem - have you managed to find a solution?

[CarlH]

Hi @DanielFloyd and @Malaian. It might be worth contacting the Accounts Team on 0800 995 1079 for assistance with this. 

[DanielFloyd · Accepted solution]

I had to contact support...but they were poor, and kept on passing me between two departments, and took over 3 hours on the phone.

But, I have got it sorted.

But I eventually went into Setttings, Apps, Secure Folder. Forced it to Stop, and then uninstalled it.  I then restarted the phone, and reinstalled Secure Folder and went through the setup again.

My problem was caused by me updating my Samsung account with a new email address, but I should have stopped the Secure Folder before starting, so it wanted to use my old email address...which wasn't possible.  Anything I had in there was lost though.

Follow the steps above, and you should be ok.

[MasukaH]

Hi @DanielFloyd

We're sad to hear it took you a little while to get this resolved, though we're glad it's working for you now. As always, do get in touch if you need anything else! Your feedback is alwyas appreciated, have a great evening!

[onefootswill]

I have the same problem on an S9, but it is impossible to uninstall Secure Folder after you Force Stop it.

Does anyone know how I can proceed?

[DannyT]

Hey there, @onefootswill.

Head to Secure Folder > More (3 dots top right) > Settings > Uninstall. Then when you go to set up Secure Folder again, use your new email address!

Hope this helps!

[onefootswill]

Hi @DannyT 

Alas, that is not possible on my phone. There is no More (3 dots) anywhere in the screen.

When I open (or try to do anything) with the Secure Folder app, I just get directed to the login page for it.

And I cannot log in to it at all. And I use valid Samsung credentials. It seems to be tied to my Wife (she gave me the phone when she got a new one).

The constant notifications by some app that I cannot even open drives me a little crazy

But in these crazy times, not a big deal.

Would be nice to sort out though.

Cheers

[Samsononos]

I am having the same issue on my Tab S4 I tried the above it didn't work. Have spent more than 8hrs trying to sort this out. I am getting worked out

[SammieSungEverything]

Remove Samsung Account then simply try to open Secure folder, should now have an option to Uninstall right there on main screen. You'll lose everything in it but you'll have a new working Secure Folder. Enjoy