My fingerprint scanner completely stopped working. I submitted a ticket 20 days ago and no response yet from The fairphone team. I went through all the steps that is listed on the help site, but can’t even register new fingerprints because it is not working at all. I’ve searched for their latest update I’m fully updated. Is anybody else having this problem. I even asked for replacement part, with another ticket. Still no response. Does anybody have any ideas?
Hi, welcome to the forum! Have you tried going through the repair portal (choose “diagnose issue” here: Here’s how you can repair your Fairphone device yourself.)? This should be much faster than going through support.
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It is impossible to replace it on your own.
Your best option it seems would be to send a phone for repair.
You should be able to request a repair via the portal as @kwasow suggested.
I did it for my FP5 and it was pretty straightforward and almost automatic.
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In case the sensor does not register at all even after all software updates and resets. Most likely it is a hardware error, so the only fix will be repair or replacement or contacting support again.