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Device Support

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    Troubleshooting

    If your device isn't working properly, you can try several solutions to solve the problem.
    In most cases you can solve the problem by following these guidelines:

    I can't turn on my mobile phone

    Cause 10 of 10: The phone lock code is activated

    The phone lock code is used to protect your mobile phone from unauthorised use. When the phone lock code is activated, it needs to be entered every time you turn on your mobile phone.

    Solution: Key in the phone lock code. You can now deactivate the phone lock code. If you've forgotten the phone lock code, contact the manufacturer for assistance.

    Step 1 of 11

    Press Settings.

    Step 2 of 11

    Press Touch ID & Passcode.

    Step 3 of 11

    Select one of the following options:
    Activate use of phone lock code, go to 2a.
    Deactivate use of phone lock code, go to 2b.

    Step 4 of 11

    Press Turn Passcode On.
    Key in a phone lock code of your own choice.
    Key in the same phone lock code again.

    Step 5 of 11

    Press Require Passcode.

    Step 6 of 11

    Press Immediately or the required period.

    Step 7 of 11

    Press Touch ID & Passcode.

    Step 8 of 11

    To allow deletion of all phone data after having keyed in an incorrect phone lock code 10 times in a row:
    Press the indicator next to "Erase Data" until the function is activated.

    Step 9 of 11

    Press Enable.

    Step 10 of 11

    Key in your phone lock code.
    Press Turn Passcode Off and key in your phone lock code.

    Step 11 of 11

    Press the Home key to end the session and return to the Home screen.

    1 Find "Touch ID & Passcode"

    Press Settings.
    Press Touch ID & Passcode.

    2 Select option

    Select one of the following options:
    Activate use of phone lock code, go to 2a.
    Deactivate use of phone lock code, go to 2b.

    3 2a - Activate use of phone lock code

    Press Turn Passcode On.
    Key in a phone lock code of your own choice.
    Key in the same phone lock code again.
    Press Require Passcode.
    Press Immediately or the required period.
    Press Touch ID & Passcode.
    To allow deletion of all phone data after having keyed in an incorrect phone lock code 10 times in a row:
    Press the indicator next to "Erase Data" until the function is activated.
    Press Enable.

    4 2b - Deactivate use of phone lock code

    Key in your phone lock code.
    Press Turn Passcode Off and key in your phone lock code.

    5 Return to the Home screen

    Press the Home key to end the session and return to the Home screen.

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