help

Sumerxgirl

I just got a new Samsung note 5 a few days ago. The phone is not recognizing my fingerprint. The bad news is I don't remember putting in a back up  password and I have tried the ones I have used in past.   I'm locked out of my phone.

Thanks for your help@

Verizon_Support

Congratulations on getting your new device. I'll be happy to address your issue. First, if you have not already done so, you can ensure that the surface of the fingerprint scanner is free of dirt and oil and that you are scanning at the precise angle in which you set it. If this does not work, you can try to reset your secure password by logging into your Google account and accessing the Google Device Manager. https://support.google.com/ Please let us know if you're not able to reset the password and we'll assist you further.

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