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All pictures and illustrations in FAQ are for your reference only and may differ from your phone operation interface.


  • Can I make an emergency call on a locked phone?


    Yes, you can make an emergency phone call on a locked phone. Turn on your phone, then swipe up on your phone's screen until you can see the keypad. Select Emergency call, then enter the emergency phone number for your location.






  • How often do I need to enter a PIN to unlock my phone?


    If you've set a PIN by yourself, you can choose how often you're required to enter a PIN from your lock screen, which can be anywhere from 30 seconds to 30 minutes, or each time you unlock your phone. If you have a Microsoft Exchange account through your work, the Exchange administrator will set the options you can choose.

    This setting is different from how often your phone goes to sleep, which you can set separately.

    To set how often you're required to enter a PIN from your lock screen, do the following:

    1) On Start screen, swipe over to the All apps list, then select Settings   > Accounts > Sign-in options. 

    2) Under Require sign-in, choose the time you want. 

    Note: If you have set Fingerprint on your phone, Require sign-in option will default to Every time.

    To set how often your phone goes to sleep, do the following:

    1) On Start screen, swipe over to the All apps list, then select Settings   > Personalization > Lock screen. 

    2) Select Screen times out after and choose the time you want. 







  • How do I unlock my phone?


    Turn on your phone, then swipe up on your phone's screen to unlock it. If your phone currently requires a PIN, you'll see the keypad for entering it first.

    Put your finger on fingerprint sensor to unlock your phone if you have set fingerprint.







  • How do I set a fingerprint on my phone?


    Windows hello can unlock your device, verify your identity, and buy things in the store using your fingerprint. To set fingerprint on your phone, do the following:

    1) On Start screen, swipe over to the All apps list, then select Settings   > Accounts > Sign-in options. 

    2) Do one of the following:

    a) To set up a Fingerprint for the first time, select Set up, select Get started on the welcome page

    b) lift and rest your finger repeatedly on the sensor until is following the built-in instruction completely.

    c) Set up a PIN, it will serve as a backup just in case. After you set up your PIN, windows hello will be ready to use.

    3) If you want to add another fingerprint, select Add another, add your another fingerprint following the built-in instruction.

     

     






  • How do I set or change a PIN (password) on my phone?


    1) On Start screen, swipe over to the All apps list, then select Settings   > Accounts > Sign-in options. 

    2) Do one of the following:

    a) To set up a PIN for the first time, select Add, type your new PIN in the New PIN box,then retype it in the Confirm PIN text box. 

    Note: If it is the first time to set PIN(Password” and you have login your Microsoft account on your phone, you need to enter the password before you set PIN(password).

    b) If you want to change your phone's current PIN, select Change, type your phone's current PIN in the Current PIN box, then type and confirm your new PIN. 

    3) Select OK to save your changes. 







  • How can I restore from a backup?


    When you set up a new phone, use the same Microsoft account you used for your old one and we’ll automatically restore your backed-up texts, plus your photos and videos from OneDrive. Restoring apps and settings takes a few extra steps: 

    1) When you first set up your new phone, sign in using the same Microsoft account you used for your old one.

    2) When you’re prompted to restore your phone, select a backup, then select  Next.

    3) If you’re asked to verify your account, provide the security code, then select Next.

    4) Wait for your phone to finish restoring and then select Next.

    5) If you had multiple accounts set up on your old phone, you’ll be prompted to enter their passwords. Enter them and select Next, or select Skip to enter them later.

    6) Select Done.







  • How can I find a lost phone?


    It's nerve-wracking when you can't find your device. Whether it's truly lost, or just stuck between the sofa cushions, Find My Phone can help lay your worry to rest. This free service on account.microsoft.com/devices can ring, lock, erase, or show your Windows Phone on a map.

     

    To sign in to Find My Phone for the first time

    The first time you use Find My Phone, make sure you've already signed in on your phone using your Microsoft account.

    1)       Go to account.microsoft.com/devices. If you're prompted to sign in, use the same Microsoft account you used to sign in on your phone.

    2)       Choose the phone you want to find, then click Find My Phone.

     

    To find your phone

    1)       Go to account.microsoft.com/devices. If you're prompted to sign in, use the same Microsoft account you used to sign in on your phone.

    2)       Choose the phone you want to find, then click Find My Phone.

    3)       You'll see a map with your phone's location. You can zoom in or out to get a better view.

     

      

    Tips

    1)       Not seeing the latest location? Click Refresh.

    2)       To find your phone more easily, go to the App list and tap Settings > Updates & security > Find my phone. Select the checkbox Save my device’s location periodically so it’s easier to find.

     

    To ring or lock your phone

    1)       Go to account.microsoft.com/devices. If you're prompted to sign in, use the same Microsoft account you used to sign in on your phone.

    2)       Choose the phone you want to ring or lock, then click Find My Phone.

    3)       Do one of the following:

    To make your phone ring, click Ring and then follow the instructions. It will ring even if the volume is off or set to vibrate.

    To lock your phone and show a message on the lock screen, click Lock, then follow the instructions. If you don't already have a password set up on your phone, you'll need to enter one—you'll use it to unlock the phone if you get it back.

     

    To erase your phone

    If you're certain you can't get your phone back, or if you have sensitive information on it that you want to protect until you recover it, you can erase your phone remotely.

    1)       Go to account.microsoft.com/devices. If you're prompted to sign in, use the same Microsoft account you used to sign in on your phone.

    2)       Choose the phone you want to erase, then click Find my phone.

    3)       Click Erase.

    4)       If you're absolutely, positively sure, select the I'm ready to erase my phone check box, then click Erase.

     







  • How can I reset my phone?


    Resetting your Windows phone will return it to the same state it was in the first time you turned it on. All of your personal content will be erased, and the phone will be restored to its factory settings.

    If you decide to reset your phone, you can back up apps, text messages, and more in the cloud beforehand. 

    Warning

    Be careful. Resetting your phone will erase all content stored on your phone, including apps and games (along with app data and game progress), text messages, call history, music, photos, and more.


    Reset your phone in the boot status

    1) On Start screen, swipe over to the All apps list, then select Settings  . 

    2) Select System > About > Reset your phone. 

    3) You'll receive two warnings. If you're absolutely sure you want to restore your phone to its factory settings, select Yes, then select Yes again. It might take a little while for the process to complete. 

    If your phone is unresponsive and you can't reach Settings  , you may be able to reset your phone using the hardware buttons. On Lumia phones (and some others), use the following procedure to reset your phone. 


    Reset phone in Shutdown state: 

    1) Press and hold the Volume up and Power buttons at the same time until you feel a vibration (about 10 to 15 seconds). 

    2) When you see “Alcatel” boot logo, release the buttons, then immediately press and hold the Volume down button until you see a large exclamation mark. 

    Once the exclamation mark appears, press the following four buttons in this order: Volume up, Volume down, Power, Volume down. Your phone should now reset and restart itself. (It might take a while for the reset to finish.) 






  • How can I restart my phone?


    If your phone stops working or responding like it used to, restart it to get back on track.

    To restart, press and hold the Power button until a Slide down to power off message appears on-screen, then swipe down. (It usually takes about three seconds for the message to appear.) To turn your phone back on, press the Power button. 

    If that doesn't work, press and hold the Volume down and Power buttons at the same time until you feel a vibration (about 10 to 15 seconds), then release the buttons. Your phone will restart automatically.







  • What is the file formats for the Movies & TV app?


    The Films & TV app plays most DRM-free videos with these file extensions: 

    .m4v

    .mp4

    .mov

    .asf

    .avi

    .wmv

    .m2ts

    .3g2

    .3gp2

    .3gpp






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