Sorry to hear that, about your experience with your Samsung Galaxy phone having issues with fingerprints not working and we apologize for the inconvenience it caused you.
Fingerprint recognition uses the unique characteristics of each fingerprint to enhance the security of your device. Once the Fingerprint sensor is set up to recognize your biometric data, you can confirm your identity and unlock your device simply by placing your finger on the fingerprint guide.
Before you try out the recommendations below, be sure to check if yourdevice's software and related appsare updated to the latest version. To update yourmobile device's software, follow these steps:
Step 1.Go to Settings > Software update.
Step 2.Tap on Download and install.
Step 3.Follow the on-screen instructions.
Step 4.Reset your device.
Check for common issues with fingerprint recognition on your phone.
1) 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, it's possible that another screen protector has 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.
2) 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.
3) 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.
4) 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.
Add additional fingerprints.
You can add up to 4 different fingerprints.
From Settings, tap Biometrics and security, and then tap Fingerprints. Enter your secure screen lock credentials. Tap Add fingerprint. Follow the on-screen prompts, and then tap Done.
Fingerprint Troubleshooting.
Keep your skin and the fingerprint scanner dry when attempting to unlock your device - the scanner can't read if moisture is detected.
Your finger should cover the fingerprint scanner completely.
Make sure no case or cover is restricting access to the scanner.
Keep the fingerprint sensor free of dirt or debris. If the scanner gets dirty, wipe it gently with a soft dry cloth.
Scanning each finger at multiple angles will increase the fingerprint scanner accuracy.
Try removing your registered fingerprint and re-scan.
Self-Diagnostic check on the Samsung Members app.
Check the status of your device with the Samsung Members app Diagnostic tool. You can select the individual categories you would like to diagnose or run a complete diagnostic check. After the diagnostic is completed, you can select the corresponding icon to see the results and status of your device. Follow the steps below to start your diagnostic check.
Step 1. Run Samsung Members and select Get help on the lower half of the screen.
Step 2. Tap View tests located under Diagnostics.
Step 3. If you would like to run through all of the Diagnostics checks, tap Test all. Otherwise, tap only Touch screen.
Step 4.Your Galaxy phone will then run through the checks.
Step 5. Follow the on-screen instructions to complete the check.
Step 6. When necessary, you may need to manually run or interact with the corresponding function.
If the problem persists, immediately bring your device to the nearest Samsung Authorized Service Center. Rest assured that our Samsung Engineers/Technicians are competent to assess your device and offer solutions to restore it up to optimum performance.
