Locked Device

[DugDammit]

My daughter has locked her device with a swipe pattern, but can not remember the pattern. I contacted support this morning and was told the only option is to Factory Reset the device. This seems like a very big design flaw. As a parent, I should be able to remove the lock from the app. Why is my child able to lock themselves and us out of the device in such a way? The app does have a setting for me to be able to add a PIN, but that does not seem to change the lock on the device itself to help. What is the logic here? I am very frustrated, and my daughter is very upset she is going to lose messages from family and progress on her games.

[DramaQueenDiva]

I understand how you feel, but a factory reset, in my experience, is your only hope.

[RiekoC]

Hello @DugDammit 

Depending on when your daughter last synced her Ace LTE device before doing the factory data reset, she might not lose any progress or messages or only a small amount. When your daughter logs back into her device, all her synced information should be restored. Several parents have confirmed this is the case when they had to do a factory data reset for the same reason. 

[DugDammit]

Unfortunately she did lose all her messages and some progress in her games, but not everything. My concern is that a factory reset shouldn't be needed for something so simple. My child shouldn't be able to lock the device in a way that I as a parent can not unlock. It wasn't a massive loss to have to Factory Reset, but it does seem like a design flaw. 

[RiekoC]

Hello @DugDammit 

You bring up really good points. Please consider sharing your thoughts with the team by using the Feedback option in the Ace LTE app:

• Tap your picture in the upper right of the Ace LTE app
• Tap Feedback in the menu that opens
• Complete the prompts and submit

The feedback reports are received by the team for review and helps them towards making improvements.