How to troubleshoot fingerprint sensor issues on your Fairphone

  • Region:Europe
  • Updated 

If your fingerprint sensor is not recognizing your print or isn't responding, a quick adjustment or cleaning usually solves the problem. This guide helps you diagnose and resolve fingerprint scanner issues on your Fairphone.

What to check before you begin

If you are setting up your fingerprint for the first time or need basic setup instructions, check our guide on setting up a face and fingerprint lock. If you already registered a fingerprint and the scanner continues to cause issues, proceed with the steps below.

Clean the sensor and your hands

Dirt, moisture, or residue can prevent your phone from reading your fingerprint accurately.

  • Wipe the fingerprint sensor surface gently with a dry cloth or cotton swab.
  • Wash your hands with soap and dry them thoroughly. Wet, oily, or dirty fingers interfere with the scanner.

Test the sensor in room temperature

Extreme temperatures can temporarily alter your skin surface or affect sensor performance.

  • Allow your phone to adjust to normal room temperature before testing the scanner again.
  • If you regularly unlock your phone outdoors, register your fingerprint while outside. Cold or warm outdoor conditions can change how your fingerprint looks to the sensor.

Update your phone software

Ensure your Fairphone is running the latest system software to receive performance updates and bug fixes.

Make sure that your phone is up-to-date. If you are not running the latest software, or you are not sure, learn how to Check and update your software version.

Remove and add your fingerprint again

Deleting your existing fingerprint profile and registering it again creates a fresh snapshot for the scanner.

To remove a registered fingerprint

  1. Open Settings.
  2. Tap Security and privacy
  3. Tap Device unlock.
  4. Tap Face and fingerprint unlock.
  5. Enter your screen lock (PIN, Pattern, or Password) if prompted.
  6. Tap Fingerprint
  7. Tap the rubbish bin icon next to your fingerprint and confirm to remove it.

To add your fingerprint again

  1. From the same screen, tap Add fingerprint.
  2. Follow the on-screen steps. Press the sensor surface with your finger from different angles so it captures partial prints.
  3. Complete all required scans until you see Fingerprint added.
  4. Tap Done.

You can store up to five registered fingerprints on your phone.

Test your phone in Safe mode

Third-party applications can sometimes disrupt fingerprint operations.

  1. Restart your phone in Safe mode.
  2. Check if the fingerprint sensor works while in Safe mode.
  3. If the issue is gone, a downloaded app is likely causing the conflict. Uninstall recently updated or installed apps.
  4. If the issue remains, restart your phone normally to exit Safe mode and continue to the final step.

Perform a factory reset

If all software checks fail, restoring your phone to factory settings can clear system errors.

  1. Create a backup of your phone data.
  2. Perform a factory reset.
  3. Set up your phone without restoring your apps or data, and test the fingerprint scanner.
  4. If the scanner works, perform another factory reset to restore your apps and data.

If the sensor still does not work after a factory reset, please contact our support team with the following details:

  • A screenshot of any error messages displayed on your screen.
  • A clear picture of your fingerprint sensor.
  • The date when you first noticed the issue.

Still need help?

First try our self-service portal and then reach out to our customer support team. You can also open a support request directly through the My Fairphone app pre-installed on your device.