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.

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.

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. You can find out more about Find My Mobile here.

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 device Click 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. You can find out more about performing a factory reset here.

Thank you. Glad we were able to help. Your feedback helps us provide better support

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



Tweet us | 9am to 9pm, 7 days a week.

Facebook Messenger

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

Monday to Sunday | 8am to 10pm
SmartThings Monday to Friday | 9am-5:30pm


We'll respond within 24 hours of your request.

Email Samsung Shop

For new and existing orders

Order Status & Tracking

Login to get an update on your Samsung Shop order

SmartThings Support

Help with Hubs, Kits, Sensor and Outlets

Track my repair

Check the status of your repair with Samsung


0330 726 7864General Support

Monday to Sunday | 8am to 10pm

B2B Support

Monday to Friday | 9am to 6pm

0330 726 7467Samsung Shop

For new and existing orders:
Monday to Sunday | 8am to 10pm

Calls to 0330 numbers cost no more than calls to geographic numbers (01 or 02).
Calls from landlines and mobiles are included in free call packages.
Call charges are subject to change and this information is provided as a reference only.
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.

Need a repair?

Contact Us