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Vinod Menon
Vinod Menon, Customer Service
Category: Smartphones
Satisfied Customers: 2869
Experience:  Experience in supporting and using smartphones.
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It didn't read my fingerprint (which it had been reading

Customer Question

it didn't read my fingerprint (which it had been reading fine) and asked for passcode and I put in what I thought twice and it didn't accept it.
JA: What's the make/model of your device? How old is it?
Customer: iphone 6
JA: How long has this been going on? What troubleshooting have you tried?
Customer: it just happened an hour or so ago, maybe two. I asked google, but everything I find says "erase" the phone and that frightens me.
JA: Anything else you want the smartphone expert to know before I connect you?
Customer: I had not intended to do the latest update but I did it by accident -- that was about a week ago.
Submitted: 8 months ago.
Category: Smartphones
Expert:  Vinod Menon replied 8 months ago.


Sorry to hear about your issue :(

If you don't remember the passcode, unfortunately , the only way out is to restore the phone to factory settings.

Have you ever backed up your iphone to icloud or to itunes in the computer? If so, you would be able to get back all the contents.

Try some passcodes and after a few failed tries, your iphone will be disabled.

Now, open itunes in the computer and connect the iphone to the computer. Now, on the iphone, press and hold the power button and the home button together for 30 sec. Your computer should now give a message that it has detected an iphone in recovery mode and needs to be restored. Restore the phone now.

Let me know if you find any difficulty.

Thank You