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What can I do if I forget lock screen password?

  • 24 April 2019
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What to do when you forgot your lock screen password?
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Best answer by Amy 24 April 2019, 15:15

The only way to have access again to your device is to make a hard reset of the phone. Please follow the steps below and keep in mind that your data from the internal memory will be deleted and you will need to enter the Google Account that you previously had on the phone:

  • First, make sure the device is switched off. After that you will need to press and hold the Power button and the volume up button for about 15 seconds. Your device gets to the recovery menu, you will be able to browse between those options by using the Volume up and Volume down button.
  • Within that menu, you will need to select the following option "Wipe data / Factory Reset". The device will ask you to reconfirm that action and after you reconfirm it, it will take a couple of seconds for the internal storage to be erased.
  • The next step involves Rebooting the device. After the internal storage has been erased, you will be prompted with another menu and within that menu, you will need to select Reboot system.
  • It might take up to 10 minutes for the factory settings to overwrite the existing settings, so do not worry if you will have a longer loading screen.


I know that losing your data is not a pleasant experience, but we wish to secure your device in case you lost it or is stolen. Also, we recommend you do periodic back-ups of your data so you can be prepared for anything that might interfere with your experience on the device. Read this topic if you want to know how to make a back-up.
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Userlevel 7
Badge +11
The only way to have access again to your device is to make a hard reset of the phone. Please follow the steps below and keep in mind that your data from the internal memory will be deleted and you will need to enter the Google Account that you previously had on the phone:

  • First, make sure the device is switched off. After that you will need to press and hold the Power button and the volume up button for about 15 seconds. Your device gets to the recovery menu, you will be able to browse between those options by using the Volume up and Volume down button.
  • Within that menu, you will need to select the following option "Wipe data / Factory Reset". The device will ask you to reconfirm that action and after you reconfirm it, it will take a couple of seconds for the internal storage to be erased.
  • The next step involves Rebooting the device. After the internal storage has been erased, you will be prompted with another menu and within that menu, you will need to select Reboot system.
  • It might take up to 10 minutes for the factory settings to overwrite the existing settings, so do not worry if you will have a longer loading screen.


I know that losing your data is not a pleasant experience, but we wish to secure your device in case you lost it or is stolen. Also, we recommend you do periodic back-ups of your data so you can be prepared for anything that might interfere with your experience on the device. Read this topic if you want to know how to make a back-up.

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