Touch Your Heart
Touch Your Heart

Lock screen password & Security answers

1. For phones that support file-based encryption (For models that support FBE encryption, the lock screen will not have the option of “forget the password”if you input wrong password for multiple times. If there is an option of “forget the password” in your mobile phone, please check the 3 method):
Via the Google “Find My Device” function to erase the phone data, it will also clear the lock screen password:
a. Go to https://www.google.com/android/find and sign in to your Google Account.
b. If you have more than one device, click the lost device at the top of the screen.
c. Get the device info;
d. Select ERASE DEVICE function, can factory the phone

Here are some requirements needs to be satisfied:
1). Your phone is powered on;
2). Your Google account is logged in;
3). Your phone is connected to the Internet
4). Find My Device is activated

2. Use Recovery mode to erase phone data
Notice:Only some models support this function and you may need to verify the Google account on this device,so please make sure that you remember the Google account and password.
When the phone is turned off, press and hold the “Power button” and “Volume up button” for about 5 seconds to enter the FASTBOOT mode, press the volume button to select “Enter RECOVERY”, and press the power button to confirm the entry.

The actual UI, path and function may differ and may vary across different phone models and system versions. Please contact our customer service if needed.

After entering Recovery mode, click Clear data, Clear all data and confirm, then all data in the phone can be erased.

3. Non-FBE encrypted models
If you remember the security questions for the lock screen password, please enter the incorrect password 5 times on the lock screen, and then tap “Forgot password” and enter your security questions to reset the lock screen password.
If you have forgotten the security questions for the lock screen password, or there is no “Forgot password” option on the screen, please take your phone and proof of purchase/ID card to a service center for handling.

4. If none of the above operations work, bring your mobile phone and proof of purchase to the vivo customer service center for further assistance.

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Still remember the lock screen password:
You can enter the Settings>Face, fingerprint and password/Fingerprint and password/Security, and turn off the lock screen password (some models also need to turn off the Privacy and application encryption password),then you can reset the lock screen password and reset the security question .
If you forget the lock screen password and cannot unlock the phone:
1.Via the Google “Find My Device” function to erase the phone data, it will also clear the lockscreen password:
a. Go to https://www.google.com/android/find and sign in to your Google Account.
b. If you have more than one device, click the lost device at the top of the screen.
c.Get the device info;
d.Select ERASE DEVICE function, can factory the phone, here are some requirements needs to be satisfied:
1). Your phone is powered on;
2). Your Google account is logged in;
3). Your phone is connected to the Internet;
4). Find My Device is activated
2.Bring your mobile phone and purchase voucher to the vivo customer service center for further assistance.

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You can go to Settings–Fingerprints, face and password/Face and password/Fingerprints and password/Security –Screen lock–choose the type of password you want to set, then you can set your password.

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You can go to Settings–Fingerprints, face and password/Face and password/Fingerprints and password/Security –Screen lock–choose the password you want to change, then you can change your password.

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You can set Pattern password in Settings– Fingerprint, face and password /Face and password/Fingerprints and passwords/Security– Screen lock–Pattern

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You can go to Settings–Fingerprints, face and password/Face and password/Fingerprints and password/Security –Screen lock–Set your own alphanumeric password/Password, then you can set an alphanumeric password

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Yes, you can set the Face Access, Fingerprint and Pattern or Pin password at the same time.

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Go to Settings–Fingerprints, face and password/Face and password/Fingerprints and password/Security–Screen Lock–Set a pattern password and then turn on or off “Display Pattern Track” or click the setting icon next to the screen lock– turn on or off “Display Pattern” ,then you can hide or display the lock screen style track.

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Of course, it can greatly improve the smoothness of game operations.

Warmly Tips: It is enabled by default.

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Please don`t worry. Go to Settings– Security & Privacy /Security–More security settings/Encryption & credentials –Clear credentials, touch Clear credentials, then try again.

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Restoring all settings and clearing all data will clear the lock screen password, and you will be required to enter the lock screen password before proceeding.

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At present, some models support the function of “Unlock to turn off the locked phone”. After enabling this function, if the phone is unfortunately left or lost, the other people who does not know the lock screen password, cannot shut down or restart the phone. You can enter Settings –Privacy–Unlock to turn off the locked phone to switch this function.
Note: This option will only be displayed after the phone lock screen password is turned on.

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The lock screen security question cannot be canceled separately, and you need to disable the lock screen and privacy password before the security question is automatically canceled.
Tips: Disabling the lock screen and privacy password will reduce the security of your phone. Please be cautious.

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The prompt “Try again later” will pop up after you incorrectly enter the lock screen password 5 consecutive times. (When you enter the pattern password, the prompt will not pop up until 4 or more points are covered)

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Every time you restart or power on your phone, you need to enter the lock screen password for security verification, so that the system security can be guaranteed and you can rest assured to use your phone.

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Our phones support digital password, pattern password, mixed password (custom alphanumeric password), fingerprint password, and face password.

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Currently, our phones does not support Chinese character password.

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If the mobile phone prompts that the device is locked, you can complete the relevant settings according to the corresponding prompts:
If the mobile phone prompts “Device locked by Administrator”: Go to Settings–Security/Security and privacy–(More security settings)–Device manager/Device admin apps, and try to disable the enabled apps;
If the mobile phone prompts “The device has been locked manually”: Go to Settings–Fingerprint, face and password–Smart Lock–Disable Smart Lock.

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1. If you have entered the lock screen password incorrectly less than 30 times, wait for 30 seconds and you can try to unlock again;
2. If you have entered the lock screen password incorrectly 30 to 140 times, every time you enter an incorrect password, the waiting time will be increased by a certain time until about 17 hours;
3. If you have entered the lock screen password incorrectly more than 140 times, you have to wait for a day before you can unlock again.

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1. If you have entered the lock screen password incorrectly less than 30 times, wait for 30 seconds and you can try to unlock again;
2. If you have entered the lock screen password incorrectly 30 to 140 times, every time you enter an incorrect password, the waiting time will be increased by a certain time until about 17 hours;
3. If you have entered the lock screen password incorrectly more than 140 times, you have to wait for a day before you can unlock again.

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The new version of the system adopts a new FBE file-level encryption method, whose inherent design is that the mobile phone cannot obtain data before it is turned on but not unlocked, so models with the FBE encryption technology do not have the “Forgot password” feature. Please keep your lock screen password properly. Meanwhile, to strengthen your memory of the password, every three days you do not use the lock screen password to unlock, the system will ask you to enter the lock screen password to unlock the screen, instead of other unlock methods. After unlocking with the password, the fingerprint unlock and Face Wake can be used normally.
If you forget the lock screen password, you can use Google “Find My Phone” to clear all data on your phone, including the lock screen password:
a. Open https://www.google.com/android/find and log in to your Google account;
b. If you have multiple devices, please tap the device from which you want to clear data at the top of the screen;
c. The device obtains data;
d. Tap “Clear” to restore factory settings. After that, you may need to enter the Google account and password to use the device again;
Tips: To use this feature, the following conditions must be met:
1). The device is turned on;
2). The Google account is logged in on the device;
3). The device is connected to the network;
4). “Find My Device” is enabled.
In addition, you can take your phone and invoice to our after-sales service center for assistance. You can rest assured that we will take care of it for you.

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Because models with the FBE encryption technology do not have the “Forgot password” feature, in order to strengthen your memory of the password, every three days you do not use the lock screen password to unlock, the system will ask you to enter the lock screen password to unlock the screen, instead of other unlock methods. After unlocking with the password, the fingerprint unlock and Face Wake can be used normally. Thank you for your understanding.

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