Hello, Thank you for reaching out. We understand your concern with the Biometrics reader not working. Your phone's fingerprint sensor provides a convenient and secure way to unlock your phone, and keeps your personal information safe. If you are having trouble using your fingerprint sensor there are a few things to consider. Please view this link: https://www.samsung.com/us/support/troubleshooting/TSG01200322/
If these steps do not allow the biometrics to work correctly, then it is recommend to have the phone evaluated at an authorized service location. You can use the following link to find a list of service centers in the U.S. that can do the repair:http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.
Try removing the fingerprint and try adding it again. Here’s how you can remove it, open Settings > Biometrics and Security > Fingerprints, if it's asked for the password, then enter it. Then, hit on your registered fingerprint and remove it from there.
Then, tap on Add Fingerprint option to add the fingerprint again and follow the on-screen instruction to complete the process.
Check if it’s not a hardware problem, dial *#0*# on the phone app, then test Touch & Sensor. These methods are for fingerprint ID.
My fingerprints worked fine for about a week, then abruptly stopped working (with the message "fingerprint doesn't match") for what seems about 80% of the time. I deleted them and re-added them but it did not resolve the issue.
I am not able to register my fingerprint. It keeps telling me to put my finger in the circle and after about 20 tries it says it won't register. The fingerprint system on the S9 worked so much better.
Hello, Thank you for reaching out. We understand your concern with the Biometrics reader not working. Your phone's fingerprint sensor provides a convenient and secure way to unlock your phone, and keeps your personal information safe. If you are having trouble using your fingerprint sensor there are a few things to consider. Please view this link: https://www.samsung.com/us/support/troubleshooting/TSG01200322/
If these steps do not allow the biometrics to work correctly, then it is recommend to have the phone evaluated at an authorized service location. You can use the following link to find a list of service centers in the U.S. that can do the repair:http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.
