Incorrect PIN

[Acro]

Hi, I have used the same PIN on my phone (Xperia M5) for ages, this morning i just get Incorrect PIN message - it is not incorrect. The phone ran out of charge last night, I put it on charge overnight, turned it on this morning and can do nothing. Any advice please?

[Martin1]

Hi @Acro, I am sorry to hear about this. 

If you are not able to get past the screen lock on your phone, I am afraid that the only thing you can do in order to get access to the phone again is to reset the phone entirely. This will sadly erase all user data from the phone-

There is two ways to do this. The easiest way to reset the phone is to do a software repair using a computer and Xperia Companion. Please note that you need to click on software repair without the phone connected to the computer followed by ticking the checkbox in the bottom left corner named "My device cannot be detected or started, or is a Smartwatch 3" and click next. After this, follow the on screen instructions.

If you for some reason can't install or do not have access to Xperia Companion you can use Googles' service called Find My Device to reset your phone. Simply log in to the service using your Google credentials, Click on the name of your phone if prompted followed by clicking on the Erase-option.

I hope that helped. Let me know if you have any further questions! 

[Acro]

Thank you Martin, 

That is what I feared, but how on earth does that happen...perfectly fine, on charge, turned on and nothing? The front lock screen looks differnt - a tick next to the number pad, and how long until fully charged along the bottom of the screen. I can't help but think its an update glitch. 

[Martin1]

Thank you @Acro for your quick reply! 

I am afraid that it is quite hard to tell what has caused this, however the only way to gain access to the phone again is to repair the software or to reset the phone using Find My Device.

Let me know how it goes! 

[Monastampane]

Hi There!

I had exactly the same exact issue! Last night phone ran out of battery and this mornign my lock screen pattern that I have been using for years, doesn't work. Also, it doesn't come up with a "you have inputted an incorrect pin too many times" or similar meassage.

I can't believe I need to clear my phone for this!

[Martin1]

Hi @Monastampane, sorry to hear about this.

As i mentioned to @Acro It is hard to say what has caused this, but the only way to gain access to the phone again is to reset the device, I am afraid.

Again, I am sorry for the circumstances, let me know if you have any further questions.

[Kaymoo]

'As i mentioned to @Acro It is hard to say what has caused this, but the only way to gain access to the phone again is to reset the device, I am afraid.'

This is the worst reply you could ever get from a customer care. 

Instead of investigating the issue that's all you can come up with? 

Instead of troubleshooting so that you can find a solution or implement an alternative doesn't require people to reset their phones. I hard a similar issue my phone (screen lock) password incorrect but I've been using that password forever on all my phones including the two Samsung phones that I have. 

Customer care were really not helpful when I asked for help. 

You guys really need to improve your services. 

Anyway after the rest now my phone cannot set 'Screenlock' anymore, it says something like 'unfortunately system working' when I try to setup security. Meaning now my phone is not protected at all. 

This is my 6th Sony product and honestly my experience with Sony has been very very bad.