Device Guides


I can't access my mobile phone

This troubleshooting guide will take you through a number of possible causes
to help you find a solution to your problem.


Turn off phone lock code.

Possible cause 1:

The phone lock code is turned on

Solution:

Turn off phone lock code.

Find "Fingerprint, Face & Password"
Slide two fingers downwards starting from the top the screen.
Tap the settings icon.
Tap Fingerprint, Face & Password.
Create phone lock code using a fingerprint
Tap Add Fingerprint.
Tap Continue.
Tap Other Encryption Methods.
Tap the required phone lock code and follow the instructions on the screen to create an additional phone lock code.
Follow the instructions on the screen to create the phone lock code using your fingerprint.
Tap Continue.
Tap the Return key.
Turn off use of phone lock code
Tap Fingerprint and key in the additional phone lock code you created earlier.
Tap the delete icon next to the required fingerprint.
Tap Delete.
Tap Lock Screen Password and key in the additional phone lock code you created earlier.
Tap Turn Off Password and key in the additional phone lock code you created earlier.
Return to the home screen
Tap the Home key to return to the home screen.

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