How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Answers by Eric Your Own Question

Answers by Eric
Answers by Eric, Developer
Category: Android Devices
Satisfied Customers: 3147
Experience:  Award winning Android Developer & part of the Cyanogen Development Team
57442719
Type Your Android Devices Question Here...
Answers by Eric is online now
A new question is answered every 9 seconds

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: 10 months ago.
Category: Android Devices
Expert:  Richard replied 10 months ago.

Hi there and welcome

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

Thank you

Customer: replied 10 months ago.
SAMSUNG GALAXY S6 EDGE#
Expert:  Richard replied 10 months ago.

Thanks,

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

Customer: replied 10 months ago.
EARLENE68
Expert:  Richard replied 10 months ago.

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

Customer: replied 10 months ago.
IT KEEPS ASK THE SAME THING
Expert:  Richard replied 10 months ago.

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

Customer: replied 10 months ago.
IT TAKES ME BACK AND ASK FOR EMAIL AND PASSWORD *****
Expert:  Richard replied 10 months ago.

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

www.gmail.com

Customer: replied 10 months ago.
I AM USING MY LAPTOP WITH YOU
Expert:  Richard replied 10 months 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 10 months ago.
NO NOT COMPUTOR MY PHONE IS WHAT NEEDS WORK
Expert:  Richard replied 10 months 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 10 months ago.
THIS DEVICE WAS RESET SIGN IN WITH GOOGLE ACCOUNT THAT WASPREVIOUSLY SYNCED ON THIS DEVICE
Expert:  Richard replied 10 months ago.

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

Customer: replied 10 months ago.
RONNIEWALKER4.GMAIL.COM
Customer: replied 10 months ago.
PASWORD 7945W632
Customer: replied 10 months ago.
I HAVE TO GO WILL TRY LATER
Expert:  Richard replied 10 months ago.

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