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Need to reset

New Poster

Need to reset

Hello! Recently I purchased a cell phone, then for security, I wanted to use a fingerprint. I set up the biometric log in and everything was fine until I shut my phone off. Once I turned it back on it required the password that I cannot!

Official Employee

Re: Need to reset

Hello Robert_Jette,


Thank you for reaching out for our assistance.  I’m glad to help.  This situation depends on what type of cell phone you have and not the servcie provider.  The process is different for Android and Apple devices and will require a series of steps.  


I have added the following links that provide instructions on how to unlock your device;


For Apple devices -


For Android devices -


If the hyperlinks are inactive, please copy and paste the links into the address bar on your browser.  



I am an Official Comcast Employee.
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