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Password issue its frozen cannot unlock phone

I know my password but its not working I took battery out and turned off phone still not working is the phone defective? Any solutions to this problem. I was in Denver when this problem occured was wondering if the altitude affected the phone somehow. I have a z10 never had an issue. But now my phone doesnt work.

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Verizon_Support

Dorinda612,

Help has arrived! We regret to hear that you are locked out of your phone. That’s pretty serious. I know if I were locked out of my phone, I would be pretty lost. Your phone isn’t defective, however it is just giving us a good challenge. Let’s work together to get this resolved. Is this a pattern password or a numerical password? When you try to enter in the password, does it show anything on the screen other than saying it is incorrect?

AliciaS_VZW
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