v6.0

Troubleshooting: Locks, passwords, and protecting
your data
I forgot my password, PIN, or pattern
For security reasons, the only way that you can reset your screen lock without knowing the password, PIN, or pattern is to
delete all of your device data and set up the device again.
You can typically do this by entering your password, PIN, or pattern incorrectly ten times. Or, if you have a remote device
management app installed on your device, such as the Android
™
Device Manager, you can log in to the website and delete
your device data.
If you add your Google
™
account to your device, the factory reset protection feature is turned on. To set up your device
again, you must add the same Google
™
account. If you don't use the same Google
™
account, you can't complete the setup
process.
Smart Lock doesn't unlock my device as expected
Try any of the following;
• If your device doesn't unlock when you scan your face, try to improve the image Smart Lock uses to recognize your
face. Tap
> Security > Smart Lock > Trusted face > Improve face matching.
• Adjust the distance between your BlackBerry device and a trusted Bluetooth enabled device. The distance of a
Bluetooth connection can vary depending on your BlackBerry device model and the Bluetooth enabled device.
• If your device remains unlocked when it is close to a trusted location instead of when you are at the trusted location, try
improving the accuracy of the trusted location. Delete the trusted location. Tap > Location > Mode. Tap High
accuracy or Battery saving, and then add the trusted location again. Your device might detect a trusted location
outside of the physical walls of a building, such as your house. Smart Lock might keep your device unlocked when it is
within an 80-meter radius of a trusted location.
• You might need to unlock your device using your screen lock the first time you connect to a trusted device or arrive at a
trusted location.
User Guide Security
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