Reset Enhanced Data Protection recovery code

[jyi786]

I have been trying to get Samsung's help but haven't gotten anywhere with the useless support who just keeps sending me canned answers. I reached out to them via text message and Samsung Members and have gotten no help.

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!

[acmoo1964]

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.

[JKov87]

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.

[userdkXQOaz4Ra]

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.

[JKov87]

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!