Forgotten PINs (this includes Patterns and Passwords) are not stored by Troomi and cannot be recovered. If you or your child forgets the PIN for your Troomi phone, Troomi has to use a certified facility to unlock the phone, which can only be done by wiping the phone back to its original state, thereby erasing all of your settings, photos, and information. We recommend you purchase an SD Card and back up your phone to it. The shipping and handling to process this is a $49.95 fee and you will receive a replacement device within 3-7 business days after paying the fee. If you or your child sets a PIN – KEEP IT IN A SAFE PLACE. You can disallow your child from accessing the Settings section on their phone, if you don’t want them setting a password or pattern.