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Yvette
Yvette, Consultant
Category: Android Devices
Satisfied Customers: 87
Experience:  Tech Manager
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Have problems commencing yesterday afternoon to sign on to

Customer Question

Have problems commencing yesterday afternoon to sign on to my phone android, I hit the restart button by error, when it prompted me for my password, it would not take it. I tried several times and was finally prompted to verify my account with google. I did but initially forgot my username, once I did finally put in the correct google username and password... it keeps on taking me back to verify your account. It says "this device was reset. To continue, sign in with a Google Account that was previously synced on this device." It asked again to enter my email, which I do, I put my password, it checks my info then it goes back to "This device was reset..to continue.....this is driving me crazy. I was two hours with TMobil and they couldn't fix the problem.
Submitted: 6 months ago.
Category: Android Devices
Expert:  Yvette replied 6 months ago.

Hello. What advice did T mobile give you?

Customer: replied 6 months ago.
Galaxy S6 Edge Samsung
Customer: replied 6 months ago.
Sorry, they said I had to contact google they could do nothing for me
Expert:  Yvette replied 6 months ago.

Did you or someone reset your phone?

Customer: replied 6 months ago.
they tried at Tmobile
Expert:  Yvette replied 6 months ago.

Just a few moments please

Expert:  Yvette replied 6 months ago.

Sorry about the delay it will b just a few more mins

Customer: replied 6 months ago.
sure
Expert:  Yvette replied 6 months ago.

Appx how many hours has it been since you encountered the issue?

Customer: replied 6 months ago.
should be about 12 hours now
Customer: replied 6 months ago.
But they reset my phone about 8pm
Expert:  Yvette replied 6 months ago.

Ok thanks

Expert:  Yvette replied 6 months ago.

Did TMobil mention a wait period before you can use the phone again?

Customer: replied 6 months ago.
No
Customer: replied 6 months ago.
All they mentioned is that I should contact Google and gave me a phone, spoke to someone yesterday that couldn't speak English well, then he hung up on me because I kept on telling him I didn't understand him. I tried calling again and no one answered.
Customer: replied 6 months ago.
This was last night around 9:00 pm that I called Google
Expert:  Yvette replied 6 months ago.

What # did Tmobile give you for Google?

Customer: replied 6 months ago.
I left that number at home, don't know it
Expert:  Yvette replied 6 months ago.

Ok. Just a moment please

Expert:  Yvette replied 6 months ago.

could I please have your google email address and password?

Customer: replied 6 months ago.
RuthEdmee was the last password *****
Expert:  Yvette replied 6 months ago.

Thx

Expert:  Yvette replied 6 months ago.

Sorry about the delay. Will update u in a few mins.

Customer: replied 6 months ago.
ok, getting hungry
Expert:  Yvette replied 6 months ago.

Sorry. Looks like you may have had Location Services off. Can you please provide the following info so I can give to Samsung Voice Support:

First Name:

Last Name:

Contact Phone Number:

Mailing Address:

IMEI Number of the device:

Expert:  Yvette replied 6 months ago.

Please specify Cell# ***** Alternate#

Customer: replied 6 months ago.
Ruth Ramos
contact number:(###) ###-####(work)
10111 NW 24 Place, Sunrise, FL 33322
IMEI 959716/06/020419/3
Customer: replied 6 months ago.
android or cell phone number is(###) ###-####
Expert:  Yvette replied 6 months ago.

Thanks

Expert:  Yvette replied 6 months ago.

Just a moment. Samsung is opening a ticket on this issue.

Customer: replied 6 months ago.
Ok, thank you so much...can you find out how long it will take before I have the use of my phone. I cancelled my land line since I wasn't using it much...now this!!!
Expert:  Yvette replied 6 months ago.

OK. will ask them

Expert:  Yvette replied 6 months ago.

There is usually a 72 hour wait after the phone is reset. I have opened a ticket in your name with Samsung on your phone issue.

Please contact Samsung voice support at 1-***-***-****, Mon-Fri: 7 AM - 2 AM (CST), Sat: 9 AM - 10 PM (CST).

Your ticket number is: (###) ###-####/strong>

Customer: replied 6 months ago.
ok, thank you if there is nothing else you can do, much appreciated!
Expert:  Yvette replied 6 months ago.

You're welcome. Is there anything else I can help you with today?

Customer: replied 6 months ago.
No switching off.
Expert:  Yvette replied 6 months ago.

Thanks for using Just Answer.