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Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 31291
Experience:  Over 20 years of consulting to the IT industry
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Ust i had to reset up my cell phone couldn't remember my

Customer Question

ust i had to reset up my cell phone couldn't remember my googlr pass word to start reprogram my phone got on computer and changed password ***** to get back in cell phone but wont take new password
JA: Just to clarify, what's the make and model of your computer? And what version of Word are you using?
Customer: its my cell phone Gallxy 7 edge
JA: Have you installed any updates recently?
Customer: call and had to rE BOOT CELL PHONE THEN GOOGRL CAME UP TRIED TO SIGN IN AND THATS WHERE IM STICK
JA: Anything else you want the computer expert to know before I connect you?
Customer: JUST HOW I CAN GET INTO MY GOOGEL ACCOUNT ON MY PHONE AFTER RESETTING MY PASSWORD ***** MY COUMPUTER
Submitted: 2 months ago.
Category: Computer
Expert:  Richard replied 2 months ago.

Hi there and welcome

First, what is the exact message you now see on the screen of the phone?

Customer: replied 2 months ago.
NOW IT WON'T TAKE EVEN MY GMAIL.COM
Customer: replied 2 months ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Secure Remote Assistance. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Richard replied 2 months ago.

ok, I need to know please what is the exact message you now see on the screen of the phone?

Customer: replied 2 months ago.
IT SAYS WRONG PASSWORD ***** I PUT IN HELP IT SAYS WILL TEXT TO MY CELL PHONE NUMBER WHICH I CANT GET IN TO
Expert:  Richard replied 2 months ago.

ok, if you go to www.gmail.com

Can you sign in there?

Customer: replied 2 months ago.
CAN'T GET INTO PHONE IT I DO THAT ON MY COMPUTER CAN I STILL SEE YOUR RESPONED
Customer: replied 2 months ago.
CAN'T SIGN IN CELL PHONE AT ALL
Expert:  Richard replied 2 months ago.

yes, do this on the computer please

Customer: replied 2 months ago.
OK GOT INTO MY GMAIL ACCOUNT NOW
Expert:  Richard replied 2 months ago.

ok, so signed in no problem?

If so, what is the exact message you see on your phone?

Customer: replied 2 months ago.
NOW IT JUST HAS PASSWORD
Expert:  Richard replied 2 months ago.

what is the exact message you see on your phone?

Customer: replied 2 months ago.
SAYS WRONG PASSWORD
Expert:  Richard replied 2 months ago.

can you put all the text from the screen, here please.

Customer: replied 2 months ago.
WORNG PASSWORD TRY AGAIN AND AT BOTTOM FORGET PASSWORD WHEN I PUSG THAT IT WILL TEXT ME BUT CAN'T GET INTO PHONE TO GE TEXT
Expert:  Richard replied 2 months ago.

are you trying to access it via your web browser on the phone?

Customer: replied 2 months ago.
NO I HAD RESET PASSWORD ***** COMPUTER PUT TRYING TO GET INTO RETSART UP MY CELL PHONE THRU PHONE AND ON PHONE CANT GET PASS PASSWORD
Expert:  Richard replied 2 months ago.

Did you recently change your password?

Customer: replied 2 months ago.
WHEN GOOGLE TEXTS MY CELL PHONE TO ***** EVEN GET THE MESSAGE FROM MY CELLYES ON COMPUTER CAUSES I COULDN'T REMEMBER TRIED ALL THE ONES I KNEW
Expert:  Richard replied 2 months ago.

yes, but you said you can sign into the account on www.gmail.com correct?

Customer: replied 2 months ago.
ON MY COMPUTER LIKE YOU ASK ME TOO
Expert:  Richard replied 2 months ago.

with the same account you are trying to use on the phone correct?

Customer: replied 2 months ago.
SIR
Expert:  Richard replied 2 months ago.

ok, power off the phone, then power it on and tell me all the text that shows on the screen it stops on

Customer: replied 2 months ago.
WELCOME ENGLISH EMERGENCY CALL START
Expert:  Richard replied 2 months ago.

ok, choose start and tell me what you then see.

Customer: replied 2 months ago.
THEN NEXT DIAGNOSTIC DATA LICENSE AGREEMENT
Expert:  Richard replied 2 months ago.

ok, press next and tell me the message you see please

Customer: replied 2 months ago.
TEAMS AND CONDITIONS FOR ME TO AGREE
Expert:  Richard replied 2 months ago.

ok, agree it and tell me the next message please

Customer: replied 2 months ago.
NOW VERIFY YOUR ACCOUNT THIS DEVICE WAS REST.TO CONTINUE SIGN IN WITH A GOOGLE ACCOUNT THAT WAS PREVIOUSLT SYNCED ON THE DEVIVE
Expert:  Richard replied 2 months ago.

ok, now try to sign in

Let me know the results please

Customer: replied 2 months ago.
AT BOTTOM IT SAYS NEED HELP FINDING YOUR ACCOUNT WHEN I DID THAT MY ACCOUNT CAME UP THEN IT SAY WILL TEXT ME VERIFY BUT CAN'T GET IN TO PHONE TO VERIFY
Customer: replied 2 months ago.
NO BACK TO PASSWORD ***** THAT WHERE I ALL WAY END
Customer: replied 2 months ago.
I TRY ALL MY PASSWORDS I CAN REMEMBER WITH NO LUCK
Expert:  Richard replied 2 months ago.

Did you first connect it to the wifi network?

Customer: replied 2 months ago.
OH YES
Expert:  Richard replied 2 months ago.

and it shows as connected?

Customer: replied 2 months ago.
CAN'T EVEN PULL SETTING UP ON MY SCREEN YES MY XFINITY ACCOUNT AT HOME
Expert:  Richard replied 2 months ago.

Do it this way please

  • Power off your device.
  • Wait for a few seconds while your phone is shutting down.
  • Press and hold the Power, Volume Up and Home buttons simultaneously to get into Recovery mode.
  • Use Volume keys to navigate and Power button to select an option in Recovery mode.
  • Once in, from the main menu, using Power key, select wipe data factory reset.
  • If you want to clear app data cache too, choose wipe cache partition. Clearing cache often fixes various software related issues.
  • When done, go back to main recovery menu.
  • Select reboot system now and that’s about it.

Then tell me if you can then sign in

Customer: replied 2 months ago.
ITS DOWNLOADING SAYS DON'T TURN OFF NOW
Expert:  Richard replied 2 months ago.

ok, you used Volume Down instead of up, can you repeat and use Volume UP please.

Customer: replied 2 months ago.
NOTHING STILL SAYS DOWNLOADING
Expert:  Richard replied 2 months ago.

Ok, power it of and use Volume Down instead of Volume UP

Customer: replied 2 months ago.
OK GOT TO THE POINT GAVE PASSWORD THEN IT SEND A CALL TO MY HOUSE PHONE WITH CODE BEFORE I COULD PUT CODE IN SCREEN CHANGED ON ME
Expert:  Richard replied 2 months ago.

ok, repeat the procedure and try again please

Customer: replied 2 months ago.
OK THANK YOU I'LL FELLOW ALL YOUR DETRACTION
Expert:  Richard replied 2 months ago.

thank you