Notice on the solution for forgetting the lock screen password
1. Background
ColorOS 11 and above can guide users to reset the phone using Recovery mode (Recovery) and cancel the lock screen password (the phone data will be lost)
2. Models
A Series | A52 | A72 | A92 | A93 | |||
F Serise | F17 Pro | F19 Pro | |||||
Reno Series | Reno2 | ||||||
Reno3 4G | Reno3 Pro 4G | Reno3 5G | Reno3 Pro 5G | Reno3 A | |||
Reno4 4G | Reno4 Pro 4G | Reno4 5G | Reno4 Pro 5G | Reno4 Z 5G | Reno4 Lite | Reno4 F | |
Reno5 4G | Reno5 5G | Reno5 Pro | Reno5 Pro+ | Reno5 F | Reno5 Lite | Reno5 Z | |
Find Series | Find X2 | Find X2 Pro | Find X2 Neo | Find X2 Lite | |||
Find X3 | Find X3 Pro | Find X3 Neo | Find X3 Lite |
Note: The device version must be ColorOS 11,For unsupported ColorOS 11 models, please guide the user to bring the relevant purchase voucher to the service center for processing
3. Operation steps
（1）In the shutdown state, press and hold the power button + volume down button for 5 seconds at the same time to enter the recovery mode (Recovery)
（2）Select: Language> Wipe Data> Format Data > Enter the verification code prompted on the interface> click "Format" to reset the phone. (If the user's Format data interface does not prompt a verification code, it means that the user's mobile phone version does not support it, and the user needs to be guided to the customer service center to deal with it）
Note: Inform the user that if his mobile phone has logged in to a Google account before, he needs to verify the logged in Google account after format data. If the user cannot log in with a Google account, guide users to carry proof of purchase access to the service center processing
4.Script
Q: If the user cannot cancel the lock screen password through the format data and needs to go to the service center for processing
A: Hello, your mobile phone version does not support this operation for the time being. For your equipment and information security, you need to bring the relevant purchase certificates to the after-sales service center, and we will have a professional engineer to handle it for you.
Q: Why can others of the same phone clear the lock screen password by themselves，but my phone can’t?
A: This function can only be supported if the system version of your mobile phone is in the latest system version of Coloros11. It may be that the system version of your mobile phone does not match, so it cannot be operated.Please forgive us for the inconvenience brought to you.
Q：Refreshing the phone will cause data loss. Can you help retain the data?
A: Hello, for your data security,cannot save data when the phone is not unlocked,please forgive us for the inconvenience brought to you.