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Unable to Unlock Phone

If your phone is set to unlock using a PIN or Password, but won't unlock, you'll need to contact your mobile carrier to help you get into the phone. However,  if you use Fingerprint, Pattern, or Face Unlock to unlock your phone, follow the guides below before contacting your carrier.

Before performing the steps below, make sure you know your Google and Samsung account user names and passwords as they were entered on the phone. You may be required to log on one or both of these accounts.

Reboot the Phone

  1. Press and hold the Power key.

  2. Touch Power off.

  3. Wait 30 seconds after the phone has completely powered off, and then press and hold the Power key until the Samsung logo appears.

  4. Once the phone is powered on, test to see if the same issue occurs.

    • If the phone can now be unlocked, no more troubleshooting is needed.
    • If the phone still cannot be unlocked, proceed to Boot the Phone Into Safe Mode.

Boot the Phone Into Safe Mode

  1. Power the phone off and power it back on.

  2. Press and hold the Volume Down button when the Samsung logo appears.

  3. The phone is now in Safe mode (Safe mode appears in the corner of the screen).

  4. When you would like to exit Safe mode, reboot the phone. 

Alternative Unlock

  • If you’re still not unable to unlock your phone, keep trying until it prompts you to try an Alternative Unlock method.

  • If you did not set up an Alternative Unlock, or if the phone doesn’t unlock with the alternative method, contact your carrier for further troubleshooting. 

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