Fingerprint unlock failed

Applicable products: Tablet,Smartphone
Applicable products:
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Fingerprint unlock failed

When trying to use fingerprint unlock, the phone vibrates or a message is displayed, indicating that the fingerprint does not match

This is because the fingerprint sensor failed to verify your fingerprint.

Perform the following to troubleshoot

  • Ensure that your phone screen and your finger are dry, clean, and free of cuts or abrasions.
  • Go to Settings > Biometrics & password > Fingerprint ID on your phone and see if the Fingerprint ID option is available. If not, back up your data and take your phone and proof of purchase to an authorized Huawei Customer Service Center for assistance. If Fingerprint ID is available, proceed with the following steps.
  • Re-enroll your fingerprint data. Try moving your finger around to capture different parts of it and record as much of your fingerprint as possible to increase the fingerprint recognition success rate.

Perform the following steps based on the type of fingerprint sensor on your phone

  • If your phone has an in-screen fingerprint sensor

    The in-screen optical fingerprint sensor picks up light reflected off your fingerprint. If a non-standard screen protector has been installed, it might reduce the amount of light that can reach the screen and weaken the signal reception by the fingerprint sensor, resulting in a failure to unlock your phone. It is recommended that you do not use tempered glass screen protectors. Alternatively, take your phone to an authorized Huawei Customer Service Center for a dedicated screen protector to be installed for free. Then re-enroll your fingerprint and try again.

  • If your phone has a physical fingerprint sensor button on the side or rear of the phone, or at the bottom of the screen

    If the skin on your finger is peeling, fingerprint recognition could be affected. In this case, try unlocking your phone using another fingerprint. You are advised to enroll multiple fingerprints in case one of them fails to work.

    If the issue persists, back up your data and take your device and proof of purchase to an authorized Huawei Customer Service Center for assistance.

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