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.

Possible cause 1:

The phone lock code is turned on: Turn off phone lock code.

List view

1. Find "Screen lock type"

Slide two fingers downwards starting from the top the screen.
Tap the settings icon.
Tap Lock screen and AOD.
Tap Screen lock type.

2. Create phone lock code using a fingerprint

Tap Fingerprints.
Tap Continue.
Tap Next.
Tap the required phone lock code and follow the instructions on the screen to create an additional phone lock code.
Tap Register.
Follow the instructions on the screen to create the phone lock code using your fingerprint.
Tap Done.
Tap Done.
Tap the required settings to turn them on or off.
Tap Done.

3. Turn off use of phone lock code

Tap Screen lock type and key in the additional phone lock code you created earlier.
Tap None.
Tap Remove data.
Tap Remove.

4. Return to the home screen

Tap the Home key to return to the home screen.
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