What to Do When a Samsung Phone Will Not Accept Your Fingerprint

If your Samsung phone will not accept a fingerprint, use its screen-lock PIN, password or pattern. Biometrics do not replace that credential, and the phone can require it after restarting or for security checks.

Samsung says SmartThings Find can no longer remotely unlock a phone. The old “Unlock my Screen” instructions and screenshots below are therefore not a working recovery method.

Before you reset

Have your model details, proof of purchase and access to the Google account previously used on the device. If you can still unlock the phone, back up important data before changing security settings or resetting it.

Recovery steps

Try the correct screen-lock credential. If it works, follow Samsung’s fingerprint troubleshooting for your model and re-register fingerprints if necessary.
If you recently changed the lock and forgot the new credential, check the supported previous screen lock feature. Samsung documents it for One UI 6.1 or later, within 72 hours of the change, provided the old credential has not been deleted.
On an eligible device, use the Forgot PIN/password/pattern option when offered, enter the previous credential and set a new one. This is not a universal method for older phones or a long-forgotten password.
If you cannot recover access, contact an authorised Samsung service centre with proof of ownership. Ask about model-specific options before authorising an erase.
If a factory reset is necessary, follow Samsung’s instructions for the exact model. Resetting erases local data; restore only what is available in your backups.

A reset does not necessarily remove account protection. Google may require the previously associated account or screen-lock verification during setup. Recover the account through Google’s official process if needed.

Warning: Check your account access and backups before erasing the phone. Neither a remote erase nor a hardware reset guarantees recovery of unsaved photos or removes Google Factory Reset Protection.