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Frequently asked questions about your Samsung phone

From how to use the fingerprint sensor to how to clear app cache, here are answers from Asurion Experts for the most-searched Samsung phone questions

Hand holding Samsung Galaxy phone

Whether you just got your first Samsung® phone or you're looking to learn more about an existing device, we've got you covered. At Asurion, we help people learn more about their tech every day—from troubleshooting reasons a Samsung phone battery won’t charge to how to speed up a slow laptop.

Here's our guide to commonly asked questions about Samsung phone features, including how to use fingerprint sensors, how to add accounts, and how to change your SIM card.

How to use the Samsung fingerprint sensor

Setting up the Samsung fingerprint sensor is a fast, simple way to protect your device. You'll need a PIN, a password, or a pattern as a backup method for unlocking your phone. If you don't have one yet, don't worry—you can add one during the fingerprint setup process.

Set up your fingerprint

The following steps apply to the Android™ 9.0 operating system or newer versions.

  1. Open Settings > Biometrics and security > Fingerprints.
  2. Enter your current PIN, password, or pattern. If you don't have one, you may be asked to create one at this point in the process. When you're ready, tap Continue.
  3. Follow the prompts on your screen, then tap Done. When registering your fingerprint, make sure you cover the sensor with your finger.
  4. To use your finger to unlock your phone, tap the screen or press the Power button or Side button, then position your finger on the scanner (its location depends on your phone model). If your phone recognizes your fingerprint, it will unlock.

Register another fingerprint

  1. Open Settings > Biometrics and security > Fingerprints.
  2. Enter your PIN, password, or pattern.
  3. Tap Add fingerprint and follow the prompts.

Troubleshooting fingerprint sensor issues

If your device won't authenticate your fingerprint, make sure the sensor and your finger are dry. Also, check that the sensor isn't dirty or damaged, and confirm that it isn't being blocked by a screen protector. If your phone still doesn't recognize your registered fingerprint, there are two more troubleshooting tips to try.

Delete all fingerprints and register them again

  1. Go to Settings > Biometrics and security > Fingerprints.
  2. Select one of your stored fingerprints, then tap Remove > Remove again to confirm.
  3. Repeat Steps 1–2 for all saved fingerprints.

Check for a software update

Software updates fix bugs, add new features, and boost performance, so if you're having an issue with your fingerprint, it's a good idea to check for a software update.

  1. Open Settings > Software update > Check for software updates.
  2. If you see an update, follow the prompts.

To set up automatic updates (if available on your device):

  1. Open Settings > Software update > Smart updates.
  2. Tap the switch to turn on smart updates, then choose a 2-hour time period from the dropdown menu.

Restart your device

If you are still having trouble with your fingerprint, try restarting your device. It can fix minor glitches and get your phone running normally again.

To restart your Samsung Galaxy® Note 10 or S20 Series and later:

  1. Press and hold the Power and Volume Down buttons.
  2. Tap Restart, then Restart again.

To restart your Samsung Galaxy Note 9 or S10 Series and earlier:

  1. Press and hold the Power button.
  2. Tap Restart, then Restart again.
  3. Looking for more info on security? Here's how to set up, change, and remove the Lock screen on your phone.

How to use apps on your phone

Your Samsung phone can help you stay healthy, make purchases, store passwords, and more—all you need are the relevant apps. The Google Play™ store is your one-stop-shop for apps. Some are free, while others cost a small fee.

How to download apps on your Samsung phone

  1. Open the Play Store app.
  2. In the search bar, type in the app you're looking to install. You can also browse through the listed categories.
  3. Choose the app you'd like to download, then tap Install. Once it's successfully installed, you can open and launch the app.

How to delete apps on your Samsung phone

There are two ways to delete apps. First, the tapping method:

  1. Tap and hold the app until a pop-up appears.
  2. Tap Uninstall.
  3. Tap OK when the pop-up appears.

To delete an app using Settings:

  1. Go to Settings > Apps and tap the app you want to delete.
  2. Tap Uninstall > OK.

Still struggling? Here are seven quick tips for fixing a Samsung phone that won't download apps.

How to clear app cache on your Samsung phone

If your Samsung phone apps are slow or unresponsive, try clearing the app cache or data. Doing so will get rid of any bugs or problematic files, and you won't have to reset your device or uninstall your apps. The process is simple:

  1. Go to Settings > Apps.
  2. Select or search for the desired app.
  3. Tap Storage > Clear cache.

How to add an account on your Samsung phone

Your Samsung account lets you send emails, use apps, sync data, download apps, and more. To add a Samsung account:

  1. Go to Settings > Samsung account.
  2. Sign in by entering your account information.
  3. If you don't have an account, tap Create account. You can also make one on the Samsung account website.

You can also add other accounts.

How to add a Google account to your Samsung phone

If you want to download apps from the Google Play store or use the Gmail™ app to access your email, you'll need to add a Google® account.

  1. Go to Settings.
  2. Swipe to and select Accounts and backup, then tap Manage accounts > Add account > Google.
  3. Sign in by entering your Google account information.

How to add an email account to your Samsung phone

Here's how to add an email account so you can receive emails through the Email app.

  1. Go to Settings.
  2. Swipe to and select Accounts and backup, then tap Manage accounts > Add account.
  3. Tap your email provider (or other) and enter your account info.
  4. You may need to follow additional steps or sign in to your account online to allow your app access, depending on your provider.

Alternatively, you can download and install the app for your email provider, or download and install the Samsung Email app from the Galaxy Store or Play Store. Simply open the app and follow the onscreen setup prompts.

How to remove an email account from your Samsung phone

Whether it's a Samsung, Google, or other email account, removing it is simple.

  1. Go to Settings > Accounts and backup > Manage accounts, then tap the account you want to remove.
  2. Tap Remove account. Depending on your email, you may be asked to enter your password or follow additional steps.

You can easily add back an email account by following the steps above.

How to transfer photos, videos, and more with Samsung Smart Switch

Ever wanted to know how to transfer info from one Samsung to another Samsung? Well, there's an app for that. It's called Samsung Smart Switch®, and it can help you move photos, videos, contacts, and more from an Android or iOS® device to a new Galaxy phone. Here's how to use Samsung Smart Switch:

  1. Confirm that the Samsung Smart Switch app is downloaded and installed on both phones.
  2. Place the two phones within 4 inches of each other.
  3. On your new device, open Settings > Accounts and backup. Under the Smart Switch header, tap Bring data from old device, then tap Bring data from old device again to confirm.
  4. On your old phone, tap Send data > Wireless.
  5. On your new phone, tap Receive data > Galaxy/Android > Wireless.
  6. On your old phone, tap Allow.
  7. On your new phone, select the content you want to move, then tap Transfer. When it's finished, tap Close.

How to use SIM cards with your Samsung phone

Thanks to your SIM card, your Samsung phone is able to make calls and send texts. The SIM (it stands for Subscriber Identity Module), is a tiny chip that connects your device to the mobile network. It also stores information like your phone number, contact list, and carrier (such as Verizon® or AT&T®).

If you trade in your phone for a new model—or if your phone is experiencing certain issues, like a frozen screen—you'll want to remove and reinsert your SIM card into your Samsung Galaxy. To learn more, here's how to remove or change the SIM card on your Android device.

If you've tried these steps and still need a little help, we're right around the corner. Schedule a repair at the nearest uBreakiFix® by Asurion or Asurion Tech Repair & Solutions™ store and our certified experts can get your device back up and running as soon as the same day.

Protect your phone

For more than 25 years, Asurion has helped 300 million customers protect, connect, and enjoy the tech they love most. And smartphones are no exception. Your life is on your device, make sure it’s protected. Learn more about Asurion phone insurance plans today.

*The Asurion® trademarks and logos are the property of Asurion, LLC. All rights reserved. All other trademarks are the property of their respective owners. Asurion is not affiliated with, sponsored by, or endorsed by any of the respective owners of the other trademarks appearing herein.*

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