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Original topic:

S10 Facial Recognition automatically turned on and unable to unlock phone

(Topic created on: 10-28-2021 12:14 AM)
Nebbie78
Beginner Level 2
Options
Galaxy S

Looking for some advice.

My senior Mother has a Samsung S10. She was using her phone regularly today without any issues when suddenly it turned on Face Recognition on it's own. 

She has always had a pass code to get into her phone and was using it less than an hour before this sudden change. Now it won't allow her to access her phone at all. She can't even power the phone off. Even when trying a hard reset. It keeps saying it doesn't recognize her face. 

She has never set up to use Face Recognition on this phone and she needs it so her doctor's can get a hold of her for her cancer treatment appointments.

I'm concerned because her phone shouldn't have turned this feature on automatically. Additionally, she told me of an odd thing that happened when she was driving and talking on the phone (hands free) where another person's conversation and connection took over her connection and she could no longer hear or talk to her friend.  That only happened a couple days ago.

She does everything on her phone, including banking, and I'm concerned someone may now have access to her information.

Is there a way to bypass this idiotic facial recognition to get back into her phone without having to take it in to reset it?

If a factory reset has to be done, will she be able to get her pictures and other data she wants to keep off the phone and downloaded to her computer before resetting it?

3 Comments
The_Foundation
Active Level 6
Options
Galaxy S
Yes but you need smart switch on her computer
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MohammedSijah
Expert Level 1
Options
Galaxy S
Hi Nebbie,
Usually the phone prompts the alternate sign in option(passcode) if it doesn't recognise face. How about that?
Also you can unlock your device using remote unlock (with the samsung account linked with that).
Samsung_specialist
Community Manager
Options
Galaxy S

Hi, 

You may unlock your device using FindMyDevice link, please follow the steps:

Step 1. Open the internet browser on your notebook and input the following website address: https://findmymobile.samsung.com, click on the Sign in button and input your login credentials of your Samsung account, then click on Sign in button once more.

Step 2. The mobile device registered under your Samsung account will appear on the right-side of the screen. If you have multiple devices registered under the same Samsung account, make sure you select the device that needs to be remotely unlocked. Refer to the image below and click on the Unlock icon to unlock your device.

Step 3. Once you click on Unlock, a pop-up window will appear asking to verify the password of your Samsung account. After you input your password, click on the NEXT button, the pop-up window will automatically close and another pop-up window will appear with the result of remotely unlocking your device.

Hope you found this useful.

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