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my phone is locked and will not accept my passcode
LannaMcNeill
Member

cannot use my fingerprint to logon, and my passcode was NOT changed and now it wont work and keep locking  disabling my phone

How can I restart and use my phone, even if I lose everything.  I am concerned I changed password on my ipad by not the IPhone.

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Re: my phone is locked and will not accept my passcode
vzw_customer_support
Customer Support

LannaMcNeill,


Your devices security is important, but we still want you to be able to access your device with ease. How long has this been going on? You mentioned your tablet, do both the phone and iPad use the same iCloud account? Have you attempted to use the same passcode for the iPad on the iPhone? If you need to reset the device completely with the passcode being unkown you can do so with recovery mode. See how here https://support.apple.com/en-us/HT201263.


AdamG_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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