Samsung Galaxy troubleshooting

Common problems we see on refurbished Galaxies and what to try first.

Asking for someone else’s Google account

This is the Android equivalent of Activation Lock — called Factory Reset Protection (FRP). If you see a prompt for someone else’s Google account during setup, that’s on us. Don’t try to bypass it.

Email [email protected] with your order number — we’ll arrange a free return or remove the lock remotely if we can.

Knox or Secure Folder warnings

If you see Knox-related warnings or Secure Folder lockouts, it usually means the previous owner left the device tied to a Samsung account. We should catch this in inspection but occasionally one slips through.

1. Try signing in with the Samsung account credentials from your own account — it’s often just a sign-in prompt, not a lock.
2. If it explicitly mentions another email, email us.

Wi-Fi keeps dropping

1. Turn Wi-Fi off and on from the quick settings panel.
2. Forget the network: Settings → Connections → Wi-Fi → (gear icon) → Forget, then rejoin.
3. Reset network settings: Settings → General management → Reset → Reset network settings. (You’ll lose saved Wi-Fi passwords.)
4. Restart the router.

Slow or no charging

For fast charging on modern Galaxies you need an official Samsung 25W (or higher) USB-C PD adapter and a USB-C to USB-C cable. Older USB-A chargers will work but slowly.

Try a different cable and adapter to rule out cable damage. If charging only works at certain angles, the port may need cleaning (lint is the usual culprit) — try a wooden toothpick gently.

Won’t turn on

1. Plug into a known-working charger for at least 30 minutes.
2. Force restart: hold Power + Volume Down for 10–15 seconds until the screen flashes.
3. If still nothing after 30+ minutes on charge and a force restart, email us with your order number for a warranty collection.

Still stuck?

Tap Chat to support on the right and our team will pick it up the same working day.