Thank you for sharing your concern. We acknowledge your query and apologize for the same. And please follow the easy troubleshooting steps which might help to solve the issue.
1. Ensure that your fingers are clean and dry. Note: If the skin on your fingertips is peeling or cracking, or your fingerprint is difficult to capture, the fingerprint ID on your phone may not work.
2. If your fingerprints fail to unlock the phone while the phone is recharging, remove it from the charger and try again.
3. If the issue has not been resolved then check cleaning the fingerprint sensor. Clean the fingerprint sensor with a soft cloth. Make sure the fingerprint sensor is dry and free from any debris.
4. If the issue has not been resolved then remove the fingerprint and set up the fingerprint again. Apps> Settings> Biometrics and Security> Fingerprints> Fingerprint 1> Remove> remove again to confirm.
5. How to Set up Fingerprint: Apps> Settings> Biometrics and Security> Fingerprints> Add Fingerprint> Scan your fingerprint> Place your finger on the sensor, then lift it off when you feel a vibration> Continue> Reposition your finger each time to capture the edge of your fingerprint> Done.
In case the issue still occurs. Please register your concern in Samsung Members Application (Open Samsung Members Application > Get help > Send Feedback > Error report).
Thank you for writing to us. Warm Regards, Samsung Customer Support.
