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 troubleshooting is not helpful, the phone will need to be evaluated by a certified technician. For service in the U.S., you can take the phone to a local U.S. walk-in service location https://www.ubreakifix.com/samsung or to ship the phone in for service, please reach out to us via one of the following options: 1. Facebook Messenger: http://m.me/samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513- 3. Private Message: https://bit.ly/3hzZfw8 If the PM link is not working for you, you can click on my name and send me a private message directly from my profile.
