I can't unlock my Samsung Galaxy device
Samsung devices come with a range of security options, so that you can prevent unauthorised users from accessing your device. You can also set additional security measures that stop unauthorised users from resetting your device and its security methods. It's very important to remember your unlock method and to keep regular backups of your data. We also strongly recommend that you set up a remote unlock method such as Find My Mobile or Smart Lock, just in case you forget your password and need to unlock your device.
If you are locked out of your device and have not set up a remote unlock method, you will need to perform a factory reset. If you have backed up your device, you can restore your data and settings after resetting your device.
Please note: unlocking issues can sometimes be solved with a soft reset. To perform a soft reset, press and hold down the power and volume down keys until the screen turn black and the Samsung logo appears. Your phone will restart and you can try unlocking it again.
There are several screen lock options available on your Samsung device:
- Facial recognition
- Fingerprint recognition
If you can unlock your device using your biometric method (fingerprint or face recognition) but can't change your screen lock type because you've forgotten your PIN, pattern or password, use Find My Mobile to reset the unlock methods. This will remove all unlock data including PIN, pattern, password and biometric methods so that you can reset them again.
The first step is to check whether your device is having trouble recognising your fingerprint. Fingerprint performance may be affected by some of the below conditions:
- Using different fingers. Make sure you use the same finger that you used to set up the lock.
- If you bend your fingers or only use the tip. Make sure the fingerprint spreads over the fingerprint area if your fingerprint sensor is scratched or damaged.
- If you have a non-Samsung protective film in place or a Samsung film/screen protector that is dirty or scratched.
- Fingertips that are too dry or too damp. Let your fingers dry out if been submerged in water, or use moisturiser if they are dry then try again.
- Fingers affected by scars.
Find My Mobile can help you find your device, or to lock or wipe it if it has been lost or stolen. You can also use it to unlock your device.
In order to unlock your device remotely:
- Your device must be connected to a Wi-Fi or mobile network.
- Your device must be signed in to your Samsung Account.
- Remote control and remote unlock settings must be enabled.
- You will need to enter your Samsung Account username and password.
Please note: To enable Remote Unlock settings, go to "Settings", tap "Biometrics and security" then tap "Find My Mobile". Tap the switches to activate "Remote controls" and "Remote unlock".
Smart Lock lets you set your phone to unlock when it's in a trusted location or if it detects a trusted device nearby. For example, if you have Smart Lock set up to unlock your phone when it connects to your home Wi-Fi network, your device will automatically unlock even if you can't remember your normal unlock method.
Find out What is Smart Lock and how to use it.
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, then tap "Sign in".
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 final option if you've not been able to unlock your device, is to perform a factory reset using the buttons on your device. This will restore your device to factory settings and allow you to reset your security settings. However, this will remove all personal data from your device.
Please note: Most Android devices have security measures in place to stop them from being factory reset if they are stolen. One of these security measures is called Google Device Protection. This means that if you have a Google account on your phone, when your phone is reset using the buttons it will ask you for your Google account information. Make sure you know the email and password before resetting. These details will be the same password and email you use for the Play Store. If you're locked out and you don't remember your Google account password, you have a couple of options:
1. If you know your email but don't know the password, use the Google account recovery tool to recover or reset it. Then, use your new password to unlock your Galaxy device. You might need to wait 24 hours (or longer) for the new password to become active.
2. If you cannot remember any of your Google account information, you can send your device, along with proof of purchase, to an authorised Samsung Service Center.
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