My fingerprint scanner isn't working
The fingerprint scanner makes unlocking your phone a breeze. With no codes to remember and scanners that can read your fingerprint within a second, you can spend more time using your device for the things that you want.
If you’re using the fingerprint scanner for the first time, follow the steps below to find out how to set it up, or if you're having issues with your fingerprint scanner, there are a number of solutions you can try.
Many Samsung smartphones come with a built-in fingerprint recognition sensor at the bottom centre of the screen, allowing you to quickly and conveniently unlock your phone.
Follow the steps below to register your fingerprint:
Please note: The scanner may struggle to recognise your fingers if they are too wet or too dry, for example in very cold weather conditions. Ensure that the fingerprint sensor area is not scratched or damaged by metal objects such as coins, keys, pens and necklaces. Press the screen so that your fingertip spreads over the wide surface of the fingerprint recognition area.
The Power key on the Galaxy S10e has a built-in fingerprint recognition sensor, allowing you to quickly and conveniently unlock your phone.
Follow the steps below to register your fingerprint:
Please note: The scanner may struggle to recognise your fingers if they are too wet or too dry, for example in very cold weather conditions. Ensure that the fingerprint sensor area is not scratched or damaged by metal objects such as coins, keys, pens and necklaces.
Your phone's fingerprint sensor may not recognise fingerprints properly due to various factors regarding the fingerprint or the surroundings. Please try again after checking that your fingers are not too dry, too wet, or if it is not fully placed over the sensor area.
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Adding additional fingerprints
As a preventative measure, we also recommend registering multiple fingerprints onto your device in case your fingerprint gets damaged due to a finger injury or otherwise. You can add up to four different fingerprints. To do so, go to "Settings," then "Biometrics and Security," and then "Fingerprints." Enter your secure screen lock credentials. Select "Add fingerprint." Use the on-screen prompts to add the fingerprint and then tap "Done."
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Setting up alternate security methods in advance
In case your fingerprint sensor malfunctions, instead of proceeding with the factory reset, we recommend setting up alternate security methods in advance, such as a regular PIN, password, or pattern.
To do so, go to “Settings,” then “Biometrics and Security," and then select one of the various options, including pattern, PIN, face recognition, etc., to set up additional ways to unlock your phone.
Please note: If you have forgotten which fingerprint you have registered you can go to Settings > Biometrics and security > Fingerprints > Check added fingerprints to find out.
Ensure that the screen protector or the touchscreen on the fingerprint sensor area is not scratched or damaged.
Please note:
- If the screen protector is dirty or scratched, please replace it with a new one. You can also find out more about how to clean your phone.
- If you have added a screen protector since setting up fingerprint lock, reregister your fingerprint to take into account the properties of the new protector.
- We also recommend that you register your fingerprint again for better recognition after replacing the protective film.
- Ensure that both your fingers and the fingerprint sensor area, located at the bottom centre of the screen, are clean and dry.
- Using a screen protector that is either thick, made of glass or silicone, or patterned, you may not be able to register or scan your fingerprints properly.
- Samsung cannot guarantee compatibility with third-party products, as the thickness and structure of protective films or screen protectors may affect the performance of the fingerprint sensor.
- Sensors may be positioned differently depending on the device. The potential issues described above only apply to in-display sensors.
If your fingerprint still isn't being recognised, you can try removing and then registering your fingerprint again.
If you no longer want to use a fingerprint to unlock your device you can turn the fingerprint unlock method off. Find out more about other methods to unlock your galaxy device.
If your fingerprint sensor is still having issues, you can try clearing the temporary data on your phone to fix the problem. This will not delete any of your information from your device.
Once your device has restarted, try to use your fingerprint again. If you are still experiencing issues with your fingerprint sensor, please contact Samsung Support.
If you're experiencing unusual behaviour on Samsung mobiles, tablets or wearables, you can send us an error report or ask us a question in the Samsung Members app.
This allows us to take a closer look at what is happening. The data is anonymised and only held for the duration of the investigation. Find out more about sending an error report through the Samsung Members app.
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