Unable to unlock A54

[Km77]

Facial recognition not working on new A54 so I am locked out of my phone and it will not let me do a factory reset. 

[VerbumVeritum]

Kindly sign into your Samsung account by following the link below. If you had the option enabled prior to this, you will be able to gain access to your phone and change your lock screen method.

https://smartthingsfind.samsung.com/login

[Km77]

This was a brand new phone and I was in the process of setting it up. I do not recall enabling this option, unfortunately.

[VerbumVeritum]

You could try factory resetting yourself without Best Buy's help. With the phone off, press + hold power and volume up buttons until the Samsung logo disappears. Using volume keys, highlight Wipe data/Factory reset and then power to confirm.

[Km77]

I have tried this and could not get to recovery screen. Now, I cannot do anything with the phone…will not restart or power off. I am quite at my wits end. 

[VerbumVeritum]

If you cannot get into Recovery Mode, your device is likely defective. Make sure Best Buy exchanges it if possible.

[Km77]

Staff at Best Buy contacted Samsung who provided instruction for reboot and wipe.  I was then given a new phone which I am using, and no, I did not use facial recognition! Can’t say enough about the staff at Best Buy.

[VerbumVeritum]

Thanks great news! I'm glad they were able to do this for you!

[reburauphigh]

Facial recognition is never the only option you can use fingerprint or enter password/pin/pattern. But if you don't remember password try going to a well lit area to do it or if you remember go to the place where you set up the facial recognition with similar lighting and try again

[Km77]

I have tried replicating the exact place, lighting etc and still no luck. Best Buy will try to restore to factory settings tomorrow again (had to wait 24 hours). If they aren’t successful I guess I have to convince them that the phone is defective and they should deal with Samsung under warranty. And Best Buy replaces the phone.