Troubleshoot fingerprint recognition issues on your Galaxy phone

The fingerprint sensor on your phone offers a convenient and secure unlocking method while protecting your private data. However, if you're experiencing difficulties with fingerprint recognition or registration, several factors must be considered.

Galaxy phone displaying a black screen with the fingerprint sensor lit up.

Troubleshoot fingerprint recognition issues on your Galaxy phone

Checkpoint

Check for common issues with fingerprint recognition on phones

Note

Fingerprints may not be recognized when you are charging your phone wirelessly.
If you are unable to unlock your phone screen and cannot utilize alternative unlock methods, refer to our separate troubleshooting guide to resolve PIN, pattern, password, fingerprint, and face unlock problems.

Make sure you are using a Samsung screen protector.

Some Galaxy phones come with a preinstalled screen protector that will work with the in-screen fingerprint sensor. If the in-screen fingerprint sensor isn't working, another screen protector may have been installed on top.
An uncertified screen protector may interfere if it covers or touches the in-screen fingerprint sensors.
If the screen protector was replaced with a non-Samsung-certified screen protector, you may need to register your fingerprints again.

Remove protective cases.

If a phone case covers or touches the fingerprint sensor, or prevents your finger from touching it, it can interfere with the sensor's operation.

Moisturize your hands.

No matter where the fingerprint sensor is located, the sensor may not work if your fingers are too dry or chapped. It may be helpful to moisturize your hands with hand lotion. But keep in mind the touch screen and fingerprint sensor may not recognize overly wet fingers.

Inspect the screen and fingerprint sensor for scratches and dirt.

Scratches or dirt may cause recognition issues with the fingerprint sensor.
The phone may not recognize fingerprints that are affected by wrinkles or scars. Fingers that are particularly small or slim may also not be recognized.

If the screen is damaged, please visit a Samsung walk-in service center or you can schedule a repair service online.

Move to a cooler or warmer environment.

The sensor may not work well if the phone is in an extremely hot or cold environment.

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Reregister fingerprints on the phone

Remove stored fingerprints.

Navigate to and open Setting on the phone. Swipe to and tap Security and privacy, and then Biometrics. Tap Fingerprints, and then enter your Lock screen credentials, if prompted. Select one of the stored fingerprints you'd like to delete. Tap Remove, and then tap Remove again to confirm. Fingerprint Remove option in Biometric setting.

Fingerprint Remove option in Biometric setting.

Reregister your fingerprints.

In the Fingerprints settings, tap Fingerprints or Add fingerprint., and follow the on-screen instructions to register a new fingerprint.

Be sure to:

Hold the phone naturally, the same way you normally hold it.
If your phone asks you to touch the sensor multiple times, move your finger slightly each time.
Cover the entire sensor when touching it.
Register more than one finger.

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Perform a factory data reset on your phone or tablet

Warning

You may need your Samsung account password or Lock screen password when resetting your phone or tablet. All your data will be erased. However, before resetting your device, you can use Smart Switch or a cloud account to back up your data onto an SD card or USB drive. If you have encrypted your SD card, it must be decrypted before resetting your device.

Prepare your phone or tablet for reset.

Make sure to back up your phone or tablet. All data and settings will be erased.
Write down the username and password for the account that you used to back up your data.
We recommend having your phone or tablet plugged into the wall charger during the reset process because it may take up to an hour.
If you have encrypted the SD Card inserted in to your phone or tablet, make sure to decrypt it before the reset. Navigate to Settings, search for and select SD, and then tap Decrypt SD card.

Perform the reset.

Navigate to Settings. Search for and select Factory data reset. Tap Factory data reset again, and then tap Reset. Follow the on-screen prompts to complete the reset. You may need to enter your Samsung account password or Lock screen password. The phone or tablet will reboot.

Set up the device.

When the phone or tablet reboots, it will have its original factory settings. Now you will need to go through the initial setup to finish setting up the phone or tablet. The phone may require you to enter your Samsung or Google account information to complete the setup.

Test the device.

Before installing any apps, make sure that your phone or tablet is functioning normally.

If you are still encountering any issues, please visit a Samsung walk-in service center or you can schedule a repair service online.

Note

If you are still experiencing network service issues with calling, SMS or MMS messages, network signals, mobile data, or hotspots after resetting the device, you may need to contact your carrier.

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Contact Samsung Support

Contact us online through chat and get support from an expert on your computer, mobile device or tablet. Support is also available on your mobile device through the Samsung Members App.

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