Samsung has come under fire in the U.S. after a software update earlier in the week has reportedly locked some users out of their Galaxy S10 and Galaxy S10 Plus devices, with only a factory reset being offered as a solution.
"I updated my phone with the latest software update," reported one owner on Samsung's support site. "When it restarted it asked me for a password to access my device even though I have never set up my phone with a password to access it—I've talked to Verizon and Google support and both recommend a factory reset."
The official advice from a Samsung Care Ambassador was the same: "I'm sorry to hear that you're locked out of your phone. I think I may be able to help you reboot into recovery mode so that you can factory reset the device."
"That is NOT a solution," responded several users on the site—wiping all the data from phones is not "a simple glitch," especially as Samsung has "removed the ability to remote unlock using 'find my mobile'... Samsung needs to correctly address this via a Password bypass remote unlock via tech support."
The issue only seems to be hitting certain devices on certain networks in the U.S., including AT&T, T-Mobile and Verizon, but when it hits it hits hard—"Samsung doesn't yet seem to be aware of the issue, or in the least, it has not said that it is working on a fix yet. Which is a pretty big deal," reportedAndroid Headlines.