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Answers by Eric
Answers by Eric, Developer
Category: Android Devices
Satisfied Customers: 3150
Experience:  Award winning Android Developer & part of the Cyanogen Development Team
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MY GRANDSON WIPED MY PHONE CLEAN I CANNOT DO ANYTHING CANNOT

Customer Question

MY GRANDSON WIPED MY PHONE CLEAN I CANNOT DO ANYTHING CANNOT LOG ON KEEPS ASKINGFOR EMAIL AND PASSWORD
Submitted: 1 year ago.
Category: Android Devices
Expert:  Richard replied 1 year ago.

Hi there and welcome

Can you tell me the make and model of the phone please?

Thank you

Customer: replied 1 year ago.
SAMSUNG GALAXY S6 EDGE#
Expert:  Richard replied 1 year ago.

Thanks,

When you initially setup the phone you set a Gmail account and password. Do you recall what this was?

Customer: replied 1 year ago.
EARLENE68
Expert:  Richard replied 1 year ago.

Ok, and what happens when you enter this in on the phone?

Customer: replied 1 year ago.
IT KEEPS ASK THE SAME THING
Expert:  Richard replied 1 year ago.

yes, and when you enter in your gmail account and password ***** submit this, what exactly does it say?

Customer: replied 1 year ago.
IT TAKES ME BACK AND ASK FOR EMAIL AND PASSWORD *****
Expert:  Richard replied 1 year ago.

If you click on this link, can you sign in with this account?

www.gmail.com

Customer: replied 1 year ago.
I AM USING MY LAPTOP WITH YOU
Expert:  Richard replied 1 year ago.

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.

Customer: replied 1 year ago.
NO NOT COMPUTOR MY PHONE IS WHAT NEEDS WORK
Expert:  Richard replied 1 year ago.

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,

Customer: replied 1 year ago.
THIS DEVICE WAS RESET SIGN IN WITH GOOGLE ACCOUNT THAT WASPREVIOUSLY SYNCED ON THIS DEVICE
Expert:  Richard replied 1 year ago.

Ok, so this is not the google account you used, try to recall the one you used on that phone please.

Customer: replied 1 year ago.
RONNIEWALKER4.GMAIL.COM
Customer: replied 1 year ago.
PASWORD 7945W632
Customer: replied 1 year ago.
I HAVE TO GO WILL TRY LATER
Expert:  Richard replied 1 year ago.

Ok, please use this email account on the phone and tell me if it is accepted.

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