Contributor
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1 Message
Putting in correct pin, but wrong pin message displays
I went to sleep last night, leaving phone on nightstand and when I woke up this morning the pin won't work. I tried to log into chat, but it won't let me log in to communicate. I tried to redo my device, but the screen comes up error and won't let me reset my pin or find out what happened overnight.
ATTHelp
Community Support
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231.3K Messages
7 years ago
Greetings @Lizrhammond,
I know it can be a little worrisome when you wake up and your PIN number isn’t working. The good thing is you came to the Community Forums to reach out for a resolution! I’d be more than happy to help out!
Do you typically use the fingerprint scanner in order to gain access to your phone? If the device restarted over night or completed a software update, the backup PIN will be required. If the one you set up is not working, you will need to complete a master reset to bypass the screen lock.
An alternate master reset is the method you will need to use since you cannot access your phone’s settings. Our Device Support page has wonderful step-by-step instructions on how to complete this. Just be sure the make and model on the page matches your own. You can then visit the Tutorials tab > Troubleshooting > Reset Device.
Hope this helps! Have a beautiful day!
Portia, AT&T Community Specialist
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molliemol22
Contributor
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1 Message
7 years ago
Hello,
So I am having the same problem. My phone died today, and when I finally charged it and turned it back on it was saying that I needed to put in my backup pin, and the next time I unlocked my phone I could use the fingerprint. Well, I have tried every backup pin I would have used and none of them have worked. Is there anyway to get on to my phone, without having to factory reset it and loose all my stuff on my phone??
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ATTHelp
Community Support
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231.3K Messages
7 years ago
Hello @molliemol22,
I understand not wanting to do a factory reset on your phone. I have a lot of irreplaceable pictures on mine, so I know where you are coming from.
The backup PIN is created when you first set up the fingerprint unlock option on your device. If you are unable to remember the PIN, you may be able to recover it through your Gmail account if the screen provides you the option after putting the PIN in incorrectly multiple times.
If it does not provide you this choice, the only way around it would be to do a factory reset. You can get the steps to do an alternate factory reset at our Device Support Page. After selecting your phone’s make and model, please go to Tutorials > Troubleshooting > Reset Device.
Have a fantastic rest of your day!
Portia, AT&T Community Specialist
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