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Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4663
Experience:  B.Sc. Computer Science with Honors
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I did a factory reset on my moto e 2nd generation and forgot

Customer Question

I did a factory reset on my moto e 2nd generation and forgot my gmail password. I reset it on my laptop and the phone wont accept the new password
Submitted: 1 year ago.
Category: Computer
Expert:  Michelle replied 1 year ago.

Hi my name is ***** ***** I will be the expert working with you today to help resolve the problem you have posted.

let me know when you are ready to chat online i will walk you through and the phone will accept the password.

Customer: replied 1 year ago.
I am here
Customer: replied 1 year ago.
Michelle are you available
Expert:  Michelle replied 1 year ago.

hi

Expert:  Michelle replied 1 year ago.

How are you communicating with me on a smartphone or a computer.

Customer: replied 1 year ago.
Kindle is all i have right now
Customer: replied 1 year ago.
Sorry for the delay
Expert:  Michelle replied 1 year ago.

no problem, did you factory reset your moto

Customer: replied 1 year ago.
Expert:  Michelle replied 1 year ago.

do you have access to gmail on kindle?

Customer: replied 1 year ago.
i do
Expert:  Michelle replied 1 year ago.

try to logout from gmail and login back on your kindle

Customer: replied 1 year ago.
Ok
Expert:  Michelle replied 1 year ago.

once done let me know.

Customer: replied 1 year ago.
How do i sign out? It just keeps showing my mail
Customer: replied 1 year ago.
I know it is stupid but i cant figure out how to access the log off
Customer: replied 1 year ago.
Got it
Expert:  Michelle replied 1 year ago.

were you able to logout?

Customer: replied 1 year ago.
sign in again
Expert:  Michelle replied 1 year ago.

logged in successfully?

Customer: replied 1 year ago.
easily
Customer: replied 1 year ago.
No password *****
Expert:  Michelle replied 1 year ago.

now log off from kindle and login to the moto e phone and let me know if you are able to login fine.

Customer: replied 1 year ago.
Did not work
Expert:  Michelle replied 1 year ago.

follow the steps on your phone now

Expert:  Michelle replied 1 year ago.
  1. With the phone powered off, press and hold the Volume Down button and the Power button at the same time until the device turns on.
  2. Press the Volume Down button to highlight "Recovery mode"
  3. Press the Power button to restart into Recovery mode.
    You'll see an image of an Android robot with a red exclamation mark.
  4. While holding down the Power button, press the Volume Up button.
  5. Use the volume buttons to scroll to "wipe data/factory reset" and press the Power button to select it.
  6. Scroll down to "Yes - erase all user data" and press the Power button to select it.
Customer: replied 1 year ago.
Then reboot system correct?
Expert:  Michelle replied 1 year ago.

once you are done with the reset steps try to configure google account.

Customer: replied 1 year ago.
Did not work. When i enter the email and password ***** goes back privacy accept screen
Expert:  Michelle replied 1 year ago.

in privacy accept screen what options you get.

Customer: replied 1 year ago.
Accept or change privacy settings
Expert:  Michelle replied 1 year ago.

click on accept

Customer: replied 1 year ago.
Goes to google sign and says this device was reset to continue sign in with a google account previously synced on this device
Expert:  Michelle replied 1 year ago.

what are the options you get on the screen?

Customer: replied 1 year ago.
Enter the email or need help finding account
Expert:  Michelle replied 1 year ago.

enter your full gmail address and then your password ***** signin it should sing in fine or let me know the error you get.

Customer: replied 1 year ago.
Right back to the privacy screen again
Customer: replied 1 year ago.
I have already tried everything you have directed me to do before i asked the question
Customer: replied 1 year ago.
Michelle?
Expert:  Michelle replied 1 year ago.

2 step verification must be enabled on your gmail.

go back to the gmail in kindle once you are logged in click on the accounts icon on the top click on the account link and go into the security tab and now on the App password ***** click on settings you will be asked to enter the existing password ***** that next screen generate password ***** enter a password ***** for your android phone enter one now go to your phone and sign in it should sign in fine.

Customer: replied 1 year ago.
Taking me a minute to find accounts it is a bit different on the kindle
Expert:  Michelle replied 1 year ago.

take your time.

Customer: replied 1 year ago.
I Idid it but in the settings it says says the 2 step verification is off
Customer: replied 1 year ago.
it did not work
Expert:  Michelle replied 1 year ago.

try to run android upgrade and then check there might be some problem with gmail settings.

Customer: replied 1 year ago.
How would i run an upgrade?
Expert:  Michelle replied 1 year ago.

is you phone under 1 year?

Expert:  Michelle replied 1 year ago.

if its under warranty then we cannot upgrade or else it will damage the warranty.

Customer: replied 1 year ago.
it is
Expert:  Michelle replied 1 year ago.

if its under warranty then i would not suggest you to run upgrade as it will void warranty best suggestion would be to call moto service center and get the phone upgraded officially.

Customer: replied 1 year ago.
That is my only option?
Expert:  Michelle replied 1 year ago.

currently yes because if we run upgrade you will not get warranty service from motorola then telling you the true fact.