Hi there, My name is*****'m sorry that you're having this trouble. It would be my pleasure to assist you. The username and password ***** by the phone are the username and password ***** your Google account. Do you have a computer or tablet that you can use to login to Google with your username and password? if so, please try to login. Let me know if you are not able to login. We may need to reset your password. If you can't login please let me know the exact error message that you receive.
I see that you've had to wait quite awhile for help. I am sorry about that. I will stand by for a response and do my best to help you.
Were you able to see my previous response? The username and password ***** by the phone are the username and password ***** your Google account. Do you have a computer or tablet that you can use to login to Google with your username and password? if so, please try to login. Let me know if you are not able to login. We may need to reset your password. If you can't login please let me know the exact error message that you receive.
If you can sign in to your google account, I want you to use your google email address and password ***** sign on to your phone. Please try that and let me know the results.
It sounds as though perhaps you did not complete a full factory reset. If you do a Factory default reset then your phone will react as though it is brand new. You can then sign into any Gmail/Google account as the phone does not remember what account or password ***** used before. If you use the same account you were using before then it will restore any apps you had previously installed plus anything that was stored on the web. Were you asked to do those things?
Were you required to out in your wifi information again?
Perhaps you did a "soft reset" rather than a complete factory reset. Let's try again to do a full reset. I have provided two ways to do this below:
Please click on the link below if you'd like to view illustrated instructions for a hard reset:
Thank you. Please keep me posted.
Great! It should ask you to setup your wifi and then ask you to enter your Google account information (email and password). Here is a link to a tutorial that will walk you through the setup process.
Please give this a try and let me know how it works for you. If this solves the problem, would you mind taking a moment to rate my service? I'd really appreciate it! Without a rating I am not credited for my answer. If this doesn't solve the problem be sure to let me know so we can continue troubleshooting.
I will be logging off for the evening soon but I will check back for your response first thing in the morning. Thank you for your patience.
It should be asking for your Google account information, not your Samsung account. However, if you would like to try your Samsung account info, please try to login to to that account on your PC or tablet first. Please go to https://www.samsung.com/us/support/account/. If you're not sure what your password ***** please click on the "Forgot Password" link and follow the instructions to reset the password. Please do not try repeatedly on your phone to enter the user name and password ***** the phone may be locked after too many incorrect attempts. For this reason it is important that you test the username and passcode on the website before you enter it on your phone.
I am on CST. I will check back in with you tomorrow. Thanks again for your patience.
I don't have any further suggestions. If they will not replace it you may want to go to your cell service provider and ask for help in getting it set up correctly. Have a great day AND GOOD LUCK!