topic Re: Reset Enhanced Data Protection recovery code in Galaxy S24

Reset Enhanced Data Protection recovery code

jyi786 — Fri, 05 Apr 2024 13:40:59 GMT

I have a Samsung Galaxy S24 Ultra, on AT&T. The model number is SM-S928U1. I can provide serial and IMEI number on request.

I need help resetting the EDP (Enhanced Data Protection) state for my Samsung Cloud account. I want to enable Enhanced Data Protection for backup, but I forgot the recovery key. Let me be clear: I don't need to restore data, just need to turn on the feature. When I attempt to turn it on, it asks me for the recovery key. I don't have it, and the feature is turned OFF.

I enabled the Enhanced Data Protection feature once when I first got my phone, but then I disabled it, because I didn't know what the feature was at that time, so that is why I forgot the recovery code. So now I just want to enable it. I don't even care if I delete all the backup data on my account since I'm not trying to restore anything.

I found an option to try to reset the EDP recovery code, but I get an error that the service won't respond. For clarity, I do not have any other device except this one. See screenshot.

Can Samsung please help me out with this one? Please don't tell me to "reset the recovery code in the Samsung Cloud options" because if you look at the screenshot, THE OPTION IS GRAYED OUT.

Thank you!

Re: Reset Enhanced Data Protection recovery code

Anonymous — Fri, 05 Apr 2024 20:05:57 GMT

This is the exact same issue I am having. Was a solution ever established?

Greetings,

I just upgraded from an S21 Ultra to an S24 Ultra.

Unfortunately, at some point, I lost the recovery key for my backup data from the old device. It's not a huge issue, as I have most of my important stuff already backed up locally.

I decided to start fresh, so I used Samsung's Inquiry system to request the deletion of my Samsung Cloud data. Within a few hours, I got a response saying that the deletion had been completed.

I went back into my account menu from the Android settings and turned all the backup switches on to start a fresh backup. However, even though there is no backup data in the cloud anymore, it still won't let me back up my device without the aforementioned recovery key.

Any advice would be greatly appreciated.

Re: Reset Enhanced Data Protection recovery code

SamsungModerator1 — Mon, 08 Apr 2024 15:20:29 GMT

Hello all, thank you for reaching out about this.

First, try opening Samsung Cloud > tapping the 3 dots > Settings > Enhanced Data Protection > Encrypt backup data > Send email > Generate recovery code. If these steps do not work, it would be best to reach out to the Samsung Accounts team, by calling 1-855-795-0509.

Re: Reset Enhanced Data Protection recovery code

jyi786 — Mon, 08 Apr 2024 15:59:04 GMT

I called that number and spoke to someone who connected to my phone. Bottom line: there is nothing you can do about it, because the key is a "forever key" that is associated with your account. The rep stated that Samsung cannot reset or recover it.

The only "fix" for this is to create a brand new Samsung account and use that on the phone, or if you want to continue to use your email address, delete the account and recreate it.

Samsung needs to listen up that this is a ridiculously poor method of doing key management. Further, they need to communicate in CLEAR TERMS somewhere that this is a one time use code and that it can never be reset anymore, which is what the rep told me.

The PROPER way to do this is that if they key needs to be reset, it should be able to, but then it should delete all the data on the account.

Now, in order for me to rectify this, I need to create a new account, re-establish all my Samsung Pass credit cards, passwords, etc. etc. Highly inconvenient.

Can anyone confirm if they've had any other experience and that this is actually true? I've read from one other place that someone actually had their "EDP State Reset". Why were they able to get theirs done and I can't? If I find the link I'll post it here.

Re: Reset Enhanced Data Protection recovery code

izephyr — Sun, 05 May 2024 02:05:01 GMT

Indeed the proper way to handle this is
"...that if they key needs to be reset, it should be able to, but then it should delete all the data on the account."

Recreating the account does not make sense. I have contacted Samsung support, and they asked me to delete and recreate an account. While it is not a big deal to create another account, why should I? It should let me recreate the security key by initializing the backup data, cleanse and start-over.

Re: Re: Reset Enhanced Data Protection recovery code

prairiepug — Sun, 26 May 2024 16:55:04 GMT

I agree with all above comments! Security features cross the line if owners cant have a fix for this!

Re: Reset Enhanced Data Protection recovery code

XxKinGxxDaViDxX — Mon, 17 Jun 2024 02:16:28 GMT

New account? No ill go apple

Re: Re: Reset Enhanced Data Protection recovery code

JKov87 — Sat, 05 Oct 2024 22:10:24 GMT

👏 THIS! I'm having the exact same issue and I also tried calling Samsung Account services and asked for the EDP State Reset and I just get scripted responses with no help at all - after troubleshooting and even using the Samsung Tutor (remote screen/device sharing app) they waste my time and eventually tell me I will have to create a new account as it's a "forever key", never acknowledging the EDP State Reset procedure.

Re: Reset Enhanced Data Protection recovery code

JKov87 — Sat, 05 Oct 2024 22:20:36 GMT

@communityuser4e0rfoe this is a significant problem that needs a Discrepancy Report (DR) ticket written and prioritized due to no valid / user-acceptable workaround.
I also have a Samsung S24 Ultra, I had to factory reset my device and ever since, I am unable to use Samsung Cloud Backup/ Sync for any datatypes that use Enhanced Data Protection (EDP) with the Encryption enabled. I am using the EXACT same device / IMEI / Serial, I've tried EVERYTHING, I've reset my phone again, I've been on the phone with customer service on 2 occasions - even with Samsung Tutor remote device access/support. I am unable to use the Samsung Cloud Backup / Sync for multiple data types, I cannot turn off EDP / Encryption and there is no option to change my recovery code (which your own documentation states should be possible with the same device). This is extremely frustrating, and creating an entirely new account is not acceptable. Why can't the EDP State Reset be performed? Why doesn't a better solution exist? This is a serious flaw / bug / issue that needs resolution without me losing all of my Samsung Account history, settings, registered devices, etc.

Re: Reset Enhanced Data Protection recovery code

acmoo1964 — Fri, 18 Oct 2024 10:53:26 GMT

My backup codes were created in 2020 and never been used. The codes are 9 digits. There are only 7 digits in the requested "Recovery code"

Re: Reset Enhanced Data Protection recovery code

acmoo1964 — Tue, 22 Oct 2024 23:51:20 GMT

I called about the same problem. New s24 will not backup and the account I had since 2020 is now not usable. The recovery codes I have are 9 digits, the requested code is now 7 digits. Help desk did not know why, and the account is worthless now including 4 years worth of pass codes, passkey and all data. Does anyone at samsung know why EDP is bad.

Re: Reset Enhanced Data Protection recovery code

JKov87 — Fri, 27 Dec 2024 02:43:49 GMT

All, I found a solution to get this resolved. Using this Members App, go to the 'Support' tab, make sure your appropriate device is selected at the top, scroll down to click 'Submit Feedback', and then press the arrow button to create a new feedback submission.
Choose -> "Application" and write your feedback / issue (as related to Samsung Cloud Application's Enhanced Data Protection (EDP) Encryption Recovery Code):

"I am unable to reset my Encryption Recovery Code for Samsung Cloud data that has been backed up / synced. I want to turn Encryption/ Enhanced Data Protection (EDP) completely off, or reset it, since I am unable to fully use Samsung Cloud sync/backup capability due to this problem with not having my recovery code. I am fine with losing the encrypted data.
I want my EDP state reset to use it with my device moving forward, using my existing Samsung Account."

I then received a response as follows, filled it out, and it worked! I can now use Samsung Cloud and sync data. If you turn EDP back on, be sure to save your recovery code!

Response:
Thank you for contacting Samsung Customer Support Team. Hope you are doing well!

We are sorry to see that you lost your Enhanced data protection code and unable to access the cloud data, you want to reset the recovery code. We will assist you with the information.

As you lost your recovery code , if you want to reset the recovery code, we need to inform you that resetting the recovery code will result in deletion of the data that is backed up to the (particular device) Samsung Cloud.

Before proceeding with the reset, we need your consent, acknowledging that you understand the consequences of this action, and that all data will be permanently erased from your Samsung Cloud account.

Please take a moment to review this information and respond with your consent to proceed with the recovery code reset. We would require a few more details from your end to proceed further with your concern. Please get back to us with the below requested details.

1. What is the carrier you are using?
2. Email address of the Samsung Account.
4. Are you using the Same Samsung Account "email address", which you have setup the Enhanced Data Protection code?
5. Model number of the device, from Settings>>About phone>> Model Number
6. Android version of the device, from Settings>>About phone>>Software information>>Android version.
7. Get back to us stating " I agree to delete all the device data in order to reset the recovery code".
We look forward to hearing back from you soon.

** You'll get responses that are in the Notifications panel (upper right of Members App, the bullhorn icon) under the Activity section.

Re: Reset Enhanced Data Protection recovery code

userdkXQOaz4Ra — Sun, 05 Jan 2025 17:39:47 GMT

I would love to follow your instructions, but using my phone to create the submission there is no "Support" tab, and searching through the menu I can't find anything which points to Support even after logging in and selecting my s S24 Ultra. Will you be so kind as to please give a little more precise instruction for me using a web browser on my cellphone to create the submission?

Thank you.

Re: Re: Reset Enhanced Data Protection recovery code

JKov87 — Fri, 17 Jan 2025 02:15:27 GMT

Yes, sorry I'm just seeing this.
I am not familiar with using the web browser to do this, I used the "Samsung Members" app from the Galaxy Store (or the Play Store). So the "Support" Tab should be in the bottom right when you enter the Members App (see the first screenshot below). Then, on that tab, you'll see your device at the top (which should be correct if you're using the app on the same device that you lost your Enhanced Data Protection Encryption Recovery Codes for).
Then, if you scroll down, you'll see a Quick Help section with "Send Feedback" (circled in second screenshot, below). Then, there should be a button that looks like a sideways triangle / arrow icon to create a new feedback submission. From there, you can fill out the form per the instructions in my post above.

Hopefully this helps!

Re: Reset Enhanced Data Protection recovery code

userhBrSCiBiZi — Thu, 13 Mar 2025 18:58:44 GMT

How do you even get a recovery code. I never got one but when I open the encrypted it asks for it

Re: Reset Enhanced Data Protection recovery code

DebMoMo — Thu, 27 Mar 2025 21:39:49 GMT

I can't restore data because I don't have recovery codes. I generated new codes, but there are too many numbers. What kind of sense does this make if you ask us to add that extra line of security and no one can access it? Not even the owner of the phone. This is stupid. Not only that, Samsung Support doesn't know what to do. They tell you to call Google. Now, moving forward, please help me to get the correct codes. I need to restore data, and I can not do this without the codes.