I can't unlock my Samsung Galaxy device

The below steps will help you unlock your device if your normal method isn't working, or you can't remember it.


If you want to remove a network lock, you will need to contact your network or your retailer. Some service providers may allow you to unlock the device for a small charge or for free. This will depend on your device and contract with the network.


If you wish to remove a regional lock (i.e. you want to use your phone in a different country to the one it was purchased in), you will need to make a phone call lasting at least five minute in the country of origin to disable the regional lock. If you are not able to do this, please get in touch with us using the contact details at the bottom of this page.

The best method to unlock your device will depend on the reason you are having trouble unlocking it, and the settings you have in place.


Please note that there are security measures are in place to stop unauthorised users (e.g. if your phone is stolen) from easily resetting the device and its security methods. These include requiring the user to enter the PIN if the device is restarted.


Unlock using your backup PINClick to Expand

When you originally set up your unlock method, you will have been asked to enter a backup password, PIN or pattern. If your device does not recognise   your usual method, you can enter the backup method to access your device.


To use your backup password, PIN or pattern, simply swipe the screen. You will then be given the option to unlock using your usual method or your back up one. 

Fingerprint not recognisedClick to Expand

Fingerprint performance may be affected by some of the below conditions:

  • fingers affected by scars
  • finger tips that are too try or too damp (let your fingers dry out if been submerged in water, or use moisturiser if they are dry then try again)
  • if your fingerprint sensor is scratched or damaged
  • if you bend your fingers or only use the tip. Make sure the fingerprint spreads over the fingerprint area
  • if you have a non-Samsung protective film in place or a Samsung film/screen protector that is dirty or scratched
  • using different fingers. Make sure you use the same finger you set up the lock with
Video Alternative Text
Unlock using Find My MobileClick to Expand

Find My Mobile is a service available to help you find your device, or to lock or wipe it if it has been lost or stolen.


Go to Find My Mobile and sign in using your Samsung account. You will be given the option to unlock your device remotely.


Note that this will only work if remote controls are enabled on your account

Unlock using your Google password (older devices running Android 4.4 and lower)Click to Expand

If your device is running Android 4.4 or under, you may be able to unlock your device using your Google password. Once you have entered your unlock method incorrectly five or more times in a row, an option will appear to Unlock via Google . Enter your Google account log in details and choose sign in

Reset your deviceClick to Expand

The final option if you've not been able to unlock your device, is to do a factory reset. This will restore your device to factory settings and allow you to reset your security settings. Note that this will remove all personal data from your device. 


If you have a Google account on your device (which would be the same password and email you would use for the Play Store), make sure you know the password and email before resetting.


Most later devices have security measures in place to stop them from being factory reset if they are stolen. If you have a Google account on your phone, you will need to enter these details after resetting the phone.

Thank you for your feedback!

Not finding what you're looking for? We're here to help.



Tweet us | 9am-9pm, 7 days a week

Facebook Messenger

We are here to help | 9am-9pm, 7 days a week

Smartphone support | 24 hours, 7 days a week
All product support | 8am - 10pm, 7 days a week
SmartThings | 9am - 5:30pm, Mon - Fri


We'll respond within 24 hours of your request.

Email Samsung Shop

For new and existing orders

Order Status & Tracking

Send us an email to get an update on your Samsung Shop order.

Track my repair

Check the status of your repair with Samsung

SmartThings Support

Help with Hubs, Kits, Sensor and Outlets


0818 717100General Support

Smartphone support | 24 hours, 7 days a week
All product support | 8am - 10pm, 7 days a week

081 871 7100Samsung Shop

For new and existing orders | 9am - 5pm, 5 days a week

0124 75161B2B Support

For business support
8am - 6pm, Mon - Fri

Calls to 0818 numbers are a National Call number.
These are subject to call charges which vary by network and are subject to change.
Calls maybe recorded for training and quality purposes.
For information on how we collect and use your details, please refer to our Privacy policy

* For any printer related enquiries please visit the HP website.

Face-to-face support

Samsung Support Centres

Find out more about how you can get face to face help.

Contact Us