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What to do if…
your phone screen or touchscreen stops working and you cannot unlock the device

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Stop making unlock attempts if the screen is entering the wrong touches. Disconnect accessories, clean and dry the screen, then use the manufacturer’s instructions to restart your exact phone model without erasing it.

Do not do these things

  • Do not keep entering your passcode if the screen is selecting the wrong numbers or touching by itself.
  • Do not factory-reset, restore, or remotely erase the phone unless you understand that data stored only on the device may be lost.
  • Do not press hard on the screen, bend the phone, prise it open, or attempt an improvised repair.
  • Do not continue charging a phone that is extremely hot, swollen, smoking, hissing, leaking, or giving off an unusual smell.
  • Do not remove the casing or tamper with a swollen battery.
  • Do not share account passwords or security details with a repairer.

What to do now

  1. Check for heat, swelling, smoke, hissing, leaking, or an unusual smell. If the phone is swollen, stop charging it and turn it off if this can be done safely. If there is smoke, fire, or immediate danger, move away, warn others, and call 999 or 112 from another phone.
  2. Use another phone if you urgently need to contact someone. Do not rely on the affected device for an emergency call.
  3. Unplug the charger and disconnect wired accessories. Remove the case or screen protector only if it comes away easily, then wipe the screen gently with a clean, dry, soft cloth.
  4. Press the power or side button once and check for light, sound, or vibration. You can also call the phone from another device to see whether it is still switched on.
  5. On another phone or computer, open the manufacturer’s official support page and find the restart or force-restart instructions for your exact model. Follow those instructions without choosing a reset, restore, or erase option.
  6. After the restart, make one careful unlock attempt. Stop if the screen enters incorrect touches, activates controls by itself, or remains unresponsive.
  7. If the problem continues, contact the manufacturer, retailer, mobile network provider, or an authorised repair service. State whether the display is blank, touch is unresponsive, or touches are being registered incorrectly, and mention any recent drop, water exposure, overheating, or swelling.
  8. Before handing over the phone, ask whether the repair may erase it and what preparation is required. Enter a passcode yourself while present if authorised support says temporary access is necessary, rather than disclosing it.

What can wait

You do not need to decide now whether to replace the phone, claim on insurance, change every account password, attempt data recovery, or accept a factory reset. Warranty questions, repair costs, consumer rights, backups, and replacement decisions can wait until the immediate fault and any battery risk have been assessed.

Important reassurance

A failed screen or touchscreen does not necessarily mean that the phone or its stored data is permanently lost. Avoiding repeated passcode attempts, tampering, and premature erasure preserves more of your options.

Scope note

This guide covers the first steps after losing screen or touchscreen access. Internal repair, data recovery, consumer claims, and replacement decisions may require help from the manufacturer, retailer, mobile provider, or a qualified repair service.

Important note

This is general technical and safety information, not professional repair or legal advice. Follow the instructions for your exact phone model and keep away from a device that is smoking, burning, extremely hot, leaking, or otherwise presenting an immediate danger.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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