Go to where you are getting that and hit up their support. Here I have yet to use that to recover a phone. I just factory reset it and done. If you are trying to root the phone hit up XDA Forums for that as many have factory reset protection (FRP) which had special instructions (at XDA) about that.
I got a s9 sm9690u1u from straight talk I've never had a phone that cost over $150. I put Kaspersky antivirus on it and set up the face recognition iris scanner and fingerprint thinking about safety and whatnot.. that's where the fun starts. On day 7 my 4 year old decided to take daddy's phone while I was sleeping. I woke up and my phone seemed like it was dead I tried 3 different things finally the screen came on I had a half battery. I got to my lockscreen and a picture of a odd looking green face came up it said this phone has been stolen return to owner or enter code...ok I put in usual unlock code got to the homescreen about as soon as I touched anything it would throw me out and do that process all over again. I check email for my ancient laptop nothing..so I kept trying and it eventually just started tuning on and off opening camera just not responding to power button. doing as it pleases talked to samsung online for 2 hrs it boiled down to hard reset. Now I get stuck at Samsung screen for 2-3 min then I get either black with a pop up system ui not responding or I get a white set up wizard screen saying set up wizard stoped responding I'm not the greatest with computers and my laptop is 7 years old I'm rocking windows 7 and I'm not sure if I'm getting the right things Odin firmware ect. I just want to get back to normal out of box.