Greetings, my name is darshan and I am one of the brand ambassador.
I am sorry that you are facing this issue.
I would request you to register your concern in Samsung Members Application. So, the concern team gets back to you as soon as possible.
Please follow this path to register your concern in Samsung Members Application (Open Samsung Members Application > support > Send Feedback > Error report/Ask questions).
Note. please attach the error log file within 15 minutes of the error occurring.
We acknowledge your query and apologize for the inconvenience caused to you and will surely assist you regarding the same and please follow the easy troubleshooting steps which might help to solve the issue.
1. In most cases, face unlock is not working due to: The front camera, which is used for facial recognition, isn’t covered by anything, be it a screen protector, case, or even dirt. (If you bought a new screen guard recently and are encountering problems after applying that, then this might be the case.) Since the face unlocks feature works by scanning your face (eyes, nose, and mouth), ensure it’s visible to the front camera.
2. While the face unlocks feature on nearly all phones is designed to work in just about every condition, including when wearing glasses or in low-lit rooms, there are some sunglasses that block light and thus may prevent the face unlock feature from working properly. Also, try to use the feature in environments that are well-lit in order to get the best result. Removing the glasses always help with Face unlock. When outside on a sunny day, make sure to hold your phone in a way that the sun and the scanner are not in direct contact.
3. To get the best from face unlock, make sure your phone is in portrait orientation. As noted earlier, also ensure that you face the camera and keep your phone closer to your face, perhaps at arm’s length. If still not working then, Disable and re-enable face unlock. Reset face unlock.
In case the issue still occurs. Please register your concern in Samsung Members Application (Open Samsung Members Application > Support> Tap on error report > Type your query > Send).
