Forgot pin code to unlock. Phone was updated and ask for pin code instead of finger prints

[quinnt90]

Hi There,

I rarely used my pin code and just use finger prints. Yesterday, overnight the phone was updated automatically by Samsung and now it is asking for pin code. I can't remember the pin. Any help to unlock my phone WITHOUT losing all data? I had my precious pictures and vides that I cannot lose. 

PLEASE HELP,

Thank you.

[SergioRC20]

Hello,

Have you tried Unlocking it using your Samsung account on a computer/tablet?

[quinnt90]

I did, I used SmartThings Find but It does not have option to UNLOCK. 

[Samsung_Moderator · Accepted solution]

Hello, Welcome to the Community. We understand how upsetting it is to be locked out of your device.

If you are unable to unlock the phone, you can try a factory reset from the recovery menu. 

To get to recovery mode:
- Turn off phone
- Once off, hold down volume up and power buttons simultaneously
- When Samsung logo appears, release power button BUT KEEP HOLDING VOLUME UP until the recovery menu appears

- Use volume buttons to navigate to FACTORY RESET

- Use power button to select

If you're not able to reset there, you will need a copy of the original bill of sale, and you can reach out to a Samsung (1-800-726-7864) with the information to have service set up for the service center to unlock it.