uk Technology & digital loss broken phone screen • cracked screen can’t unlock • touchscreen not working • phone locked and can’t type passcode • passcode known but can’t enter it • can’t access banking app • can’t access authenticator app • can’t get into email on phone • locked out of 2fa codes • phone screen black but phone on • display works touch doesn’t • phone unresponsive at lock screen • urgent access to accounts • phone repair access problem • prevent account takeover • lost access to digital wallet • can’t approve login prompt • broken screen emergency access

What to do if…
your phone screen is broken and you cannot enter your passcode to unlock key apps

Short answer

Treat this as an account-access incident first: use another device to secure your most important accounts (bank, email, Apple/Google account) before you try resets or repairs.

Do not do these things

Don’t factory reset / “erase all content” as a first move — it can permanently lock you out of apps and data you’ll need (especially authentication and banking).
Don’t keep guessing passcodes/PINs “to see if it works” — lockout timers can make everything slower.
Don’t hand your phone to an unknown repair shop while it’s still logged in to email/banking — and don’t share your passcode.
Don’t accept “support” from anyone who contacts you first (calls/texts/pop-ups) offering to fix access — treat that as a scam risk.
Don’t remove 2-step verification in a panic unless you have a clear, safe alternative already working.

What to do now

Pause and decide: is the phone missing, or just broken?
- If it’s lost/stolen, skip ahead to Step 4 (remote lock/erase) and Step 6 (bank/network).
- If you have it in your possession, keep it powered on and in a safe place.
From another device, secure your “keys” (email + Apple/Google account)
- Sign in to your primary email on a laptop/desktop (or a trusted spare phone) and change the password.
- In the email/security settings, sign out of other sessions/devices and turn on extra sign-in alerts if available.
- Do the same for your Apple Account or Google Account (password change + sign out of other sessions/devices).
Stop app lockouts from becoming financial loss
- If you can’t open your banking app, use online banking on a computer (or call the bank using a trusted number) to:
  - review recent transactions,
  - freeze or temporarily block cards if anything looks wrong,
  - raise transfer limits down (if available),
  - and add a note that you’re temporarily locked out of app authentication.
- If you’re worried a caller might be a scammer, you can dial 159 to reach many banks safely — it’s for participating banks and works via participating UK phone providers. If it doesn’t connect, use the number on the back of your card or your bank’s official website.
If the phone might be compromised (lost/stolen, or you saw suspicious prompts), remote-lock it
- Android: go to android.com/find (Google’s Find service / Find Hub) from a browser to locate/lock/erase.
- iPhone: use iCloud Find Devices to mark as lost / lock / erase.
- Only choose erase if you are confident you can sign back into the same Apple/Google account afterwards (account-recovery lockouts can be brutal when you’re stressed).
Try the least-destructive way to get one-time access
- If your phone supports it, connect a mouse/keyboard:
  - Android phones often accept a USB or Bluetooth mouse/keyboard, letting you type your passcode and open critical apps.
  - Some Samsung phones can be used via an external display/desktop-style mode (requires the right cable/hub).
- Important reality check: on iPhone, using a mouse/trackpad typically relies on accessibility settings that usually must already be enabled. If you never set that up before, it may not help at the lock screen.
Get your mobile number under control (so you can receive recovery codes)
- If your number is tied to logins, contact your mobile network from another phone and ask about:
  - a replacement SIM/eSIM (if your phone can’t read the current SIM reliably), and
  - extra security on the account to reduce unauthorised SIM swaps or number transfers.
- If your phone is lost/stolen, ask the network to block the SIM immediately.
If you must reset because you cannot physically unlock
- Android: official guidance commonly involves erasing the device if you can’t unlock it, then setting up again and restoring from backups (and you’ll need your Google account to get back in).
- iPhone: if you can’t unlock, Apple’s supported process is typically a computer-based restore (or other Apple-supported reset paths), which erases the device.
- Before you do this, double-check you can sign in to your Apple/Google account from a computer, and that you have access to the email/phone number used for recovery.
If you suspect fraud has already happened
- For England, Wales and Northern Ireland, report fraud and cyber crime to Action Fraud.
- For Scotland, report via Police Scotland.
- Keep notes: what happened, when you noticed, what accounts were affected, and what you changed.

What can wait

You do not need to decide today whether to upgrade your phone, change providers, or redesign your entire security setup.
You can postpone non-urgent app recoveries (shopping, social media) until your email/bank/Apple-or-Google account access is stable.
You don’t need to contact every company at once — prioritise “keys” first (email + Apple/Google), then money (bank), then everything else.

Important reassurance

This situation feels urgent because your phone is the “front door” to so many services. Most people get back to normal by securing the key accounts first, then working through access in a calm order.

Scope note

These are first steps to prevent loss and regain basic access. Repairs, insurance claims, data recovery, and longer-term security improvements can come later when you’re not under pressure.

Important note

This is general information, not legal or professional advice. If anything suggests active fraud, prioritise contacting your bank using trusted contact routes and consider reporting through the UK’s official fraud reporting channels.

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What to do if…your phone screen is broken and you cannot enter your passcode to unlock key apps