“Locked” can mean a few different things. Here’s how to tell which one you’re dealing with on your Samsung Galaxy, and how to fix it.
1. Network / carrier lock
A carrier-locked phone only works on one network. The Samsung Galaxy devices we sell are network unlocked unless the listing says otherwise, so any UK SIM should work. If you think yours is locked to a network, contact us.
2. Activation lock
This ties a device to its previous owner’s account so no one else can use it. It must be removed before a device can be set up, returned, sold or repaired.
Google Factory Reset Protection (FRP) & Samsung account
Android phones use Factory Reset Protection: a Google account must be removed before a factory reset, or the phone will ask for those details after resetting.
- On the phone: Settings → Accounts → remove your Google account, and remove your Samsung account too.
- Remotely: use Google Find My Device to sign out / erase, and Samsung Find My Mobile for the Samsung account.
3. Passcode / screen lock
If you’re locked out by a forgotten passcode, you’ll need to erase the device and set it up again — back up first if you can. See Setup to get going again.
A device that’s still signed in to an account can’t be processed for a return, sale or repair until the lock is removed.
Still need a hand? Contact our support team.
