Hi there and welcome
Can you tell me the make and model of the phone please?
When you initially setup the phone you set a Gmail account and password. Do you recall what this was?
Ok, and what happens when you enter this in on the phone?
yes, and when you enter in your gmail account and password ***** submit this, what exactly does it say?
If you click on this link, can you sign in with this account?
ok, but can you do the last instructions I gave you and let me know the results please?
I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.
yes I know this... Can you please do the instructions I asked and tell me the results.
I am aware your phone is the issue,
Ok, so this is not the google account you used, try to recall the one you used on that phone please.
Ok, please use this email account on the phone and tell me if it is accepted.