Although I have never ever used face recognition and I probably never will because it's not that secure, out of curiosity I decided to try it today and all I'm going to say it it doesn't work. Yes it registers my face perfectly but when I try to use that function to unlock my phone it continues to say face not recognized... Yet another function that doesn't work properly with this phone
I am sorry to hear the facial recognition is not working well for you, and can understand how disappointing it is. First thing to try is seeing if you can set it up again, as the initial setup may not have gotten your face recognized correctly. This guide will help in guiding you: https://www.samsung.com/us/support/answer/ANS00062630/ If that doesn't help your phone recognize your face, next thing to try is see if a third-party application is interfering with your phone's features and functions. You can do so using this guide for Safe Mode: https://www.samsung.com/us/support/answer/ANS00062983/
Last thing to try if it behaves the same even under Safe Mode is to do a factory reset. This WILL clear your device of all data currently on it, so back up anything and everything important before going through with it (you can restore it all later). This guide can walk you through it: https://www.samsung.com/us/support/answer/ANS00062029/
If the above did not help, it is possible you need your device evaluated by a certified technician. You can see service options and locations through this link: https://www.samsung.com/us/support/service/locations
