Why can't I reset my SM-J500Y?

If it’s anything like the J3 and J7 you will need to power the phone off. Then, hold the volume down, home button, and the power button until you see the Samsung appear on the screen. Release all of the buttons and wait for it to go to a black screen with several options to choose from. Use your volume up\down buttons to select factory reset. tap the power button to select this option. It will go to another screen giving you the yes\no option. highlight yes using the volume up\down button then tap the power button again. This SHOULD factory reset your phone. If it does NOT then I would suggest taking it to a cell phone repair shop and see it they can do anything. I will say more times than not, they won’t be able to do anything else with it unless they can download the software and do a flash on the phone itself.

Hope this helps.