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Steve Lewey
Steve Lewey,
Category: Computer
Satisfied Customers: 8
Experience:  Owner at Self
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I really never use gmail but apparently it is something you

Customer Question

I really never use gmail but apparently it is something you must have in order to have Google on your computer and your phone. I have Verizon service and on Tuesday my phone reset itself out of the blue. I tried to follow instructions on the phone but since I could not remember my gmail account user name and password ***** was locked out. I went to Verizon adn they told me I would have to wait 24 hours and then I would be able to reset it. Waited 24 hours just to be told that it could be 72 hours or more. I ask my Verizon store how I would know when it had been unlocked and they told me to just keep trying. But since then others have said that everytime I attempt it just stays locked longer. I even tried on my computer. I apparently have several gmail accounts which is really confusing because now I am afraid I am going to lock everything up. I fear that I am going to lose all my contacts, photos and videos if I do a hard factory reset which is what Verizon said I would have to do unless you people can help. Right now I am paying for a phone that I cannot use but need for many projects I am working on. I appreciate the fact that Google does not want to violate my privacy but I need help. I need to clear all thei up where I have one gmail account and password ***** can get into my phone, my tablet and my computer. This is beyond frustrating because you can't even talk to a live person. I need help!
JA: How long have you had this issue with your Gmail account?
Customer: SInce Tuesday. My phone was on the charger and when I picked it up the screen showed Power on or power off. I hitpower on and the next thing I knew, my phone was reset. and I can not access anything, even making a call.
JA: Have you installed any updates recently?
Customer: Well my updates are basically automatic and I have noted that there has been more than usual. Verizon said that it is probably linked to the problem they are having with the Note 7 or Galaxy 7 software .
JA: Anything else you want the computer expert to know before I connect you?
Customer: I don't think so,
Submitted: 1 month ago.
Category: Computer
Expert:  technicalcat replied 1 month ago.

Hello, and thank you for using this service.

Sorry you are having trouble. I will help you now.

Are you able to access your google (gmail) account from any computer , phone , or other device?

Customer: replied 1 month ago.
No
Expert:  technicalcat replied 1 month ago.

How long have you had the gmail account and been using it with the phone?

Customer: replied 1 month ago.
I really am not sure because I really never use gmail. When I was trying to follow instruction to get my phoen back up it appears that there are at least three separate gmail accounts,***@******.***,***@******.*** and a***@******.***.
Customer: replied 1 month ago.
Excuse me typ0***@******.***
Expert:  technicalcat replied 1 month ago.

So you have three different accounts, can't access any of them, and aren't sure which one was the one you were using with your phone?

Customer: replied 1 month ago.
Well Verizon seemed to think the***@******.*** was the one for the phone
Expert:  technicalcat replied 1 month ago.

What is your father's middle name?

Customer: replied 1 month ago.
Herman
Expert:  technicalcat replied 1 month ago.

Do you know the month and year you created that google account?

Customer: replied 1 month ago.
No but you can bet if I ever this mess fixed I will have everything written down in stone!
Expert:  technicalcat replied 1 month ago.

I'm sorry, I'm out of ideas on this, but will opt your question out to the other experts for review. Another expert will be with you soon. thanks.

Customer: replied 1 month ago.
thank you
Expert:  Steve Lewey replied 1 month ago.

Hi...still need assistance?

Customer: replied 1 month ago.
nothing has been resolved
Expert:  Steve Lewey replied 1 month ago.

So frustrating...what kind of phone is it? (I apologize if some of my questions are repeats.)

Expert:  Steve Lewey replied 1 month ago.

are you there?

Customer: replied 1 month ago.
it is a Galaxy Note 5
Expert:  Steve Lewey replied 1 month ago.

is there anything on the phone you need?

Customer: replied 1 month ago.
Well I would liek to have my contacts, photso and videos
Customer: replied 1 month ago.
I checked my Verizon Cloud and there is quite a bit that is not there. I had tried to open my Gallery several days ago it said I had to go to my files and move or delete. When I tried to move my photos to my computer it would nto let me
Expert:  Steve Lewey replied 1 month ago.

do you have any other email accounts you can log in to?

Customer: replied 1 month ago.
I can log into my yahoo account on my computer but I can access nothing on my phone
Expert:  Steve Lewey replied 1 month ago.

what's that email address

Customer: replied 1 month ago.
Expert:  Steve Lewey replied 1 month ago.

ck that email for a code that is being sent now

Customer: replied 1 month ago.
OK I have it
Expert:  Steve Lewey replied 1 month ago.

what is it

Customer: replied 1 month ago.
592901
Expert:  Steve Lewey replied 1 month ago.

plz double ck that number/code

Customer: replied 1 month ago.
Wow now it says 831279
Expert:  Steve Lewey replied 1 month ago.

one moment ckg something else

Customer: replied 1 month ago.
OK thanks
Expert:  Steve Lewey replied 1 month ago.

what's your phone number?

Customer: replied 1 month ago.
Expert:  Steve Lewey replied 1 month ago.

what's your name

Customer: replied 1 month ago.
Sandra Kathleen Hache-Tejada
Expert:  Steve Lewey replied 1 month ago.

ok, still working on it, we an keep trying to get in, OR reset your phone and start over, but that means anything on phone is lost. what would you like to do?

Customer: replied 1 month ago.
The Verizon guy said that Google also stores stuff in something like a cloud. Would any of my photos and videos be there? I know Verizon has my contacts and some of my photos.
Expert:  Steve Lewey replied 1 month ago.

that's correct, it is tied to your email, that we still can't get into

Customer: replied 1 month ago.
Can we try a little longer? There are some photos and videos on there of my grandsons that cannot be replaced. I know I should have moved them sooner. I mean I did try but it would not let me.
Customer: replied 1 month ago.
Are you with Google?
Expert:  Steve Lewey replied 1 month ago.

sure...as long as you know it may take awhile and can be patient with me? no, not with google

Customer: replied 1 month ago.
OK I can be patient.
Customer: replied 1 month ago.
It just seems there should be a way to contact Google and get them to fix this. It is so frustrating!
Customer: replied 1 month ago.
I need to be away fromt he computer for about 15 minutes. Is that OK?
Expert:  Steve Lewey replied 1 month ago.

sure

Customer: replied 1 month ago.
OK be back shortly
Customer: replied 1 month ago.
ok I am back
Expert:  Steve Lewey replied 1 month ago.

k

Expert:  Steve Lewey replied 1 month ago.

can you get text on your phone now?

Customer: replied 1 month ago.
The only screen I can get to is the Setup Wizard and the Google page askign for my email. There is a "Emergency Call" option and a next option that it is
Expert:  Steve Lewey replied 1 month ago.

ck your yahoo account again for a new code

Customer: replied 1 month ago.
831583
Customer: replied 1 month ago.
I am hearing a tone like when you have a notification of some sort.
Expert:  Steve Lewey replied 1 month ago.

ok, let's try something else, what is on the phone screen right now?

Customer: replied 1 month ago.
I just hear a notification tone and I am still at the Setup Wizard Welcome page.
Expert:  Steve Lewey replied 1 month ago.

what are your options? ok, next, skip?

Customer: replied 1 month ago.
Emergency Call and Next
Expert:  Steve Lewey replied 1 month ago.

choose next

Customer: replied 1 month ago.
the Learn more about Smasung terms a
Customer: replied 1 month ago.
DOne
Expert:  Steve Lewey replied 1 month ago.

now what does it say

Customer: replied 1 month ago.
It is now asking me to Verify my account, saying that the device was reset and asking for an email that was previousl;y syncesd to the device. It has an option of Need help finding your account
Expert:  Steve Lewey replied 1 month ago.

try need help

Customer: replied 1 month ago.
OK it ask for my number but it is already there
Expert:  Steve Lewey replied 1 month ago.

what are choices

Customer: replied 1 month ago.
Do you want me to hit next?
Expert:  Steve Lewey replied 1 month ago.

yes

Customer: replied 1 month ago.
It now ask for my name on my Google account first and last
Customer: replied 1 month ago.
I put in Sandra Hache-Tejada. Do you want me to hit next?
Expert:  Steve Lewey replied 1 month ago.

yes

Customer: replied 1 month ago.
It says there is no Google Account with the information Iprovided. Maybe I did not use my hypenated name, Maybe just Hache. Want me to try?
Expert:  Steve Lewey replied 1 month ago.

yes

Customer: replied 1 month ago.
OK did it and it still says there is no Google Account in that name. I guess I could have used Sandi instead of Sandra, let me try
Expert:  Steve Lewey replied 1 month ago.

try everything

Customer: replied 1 month ago.
When I did that it says that I need to verify my number and that Google will send a one time text message to confirm that(###) ###-####is mine. The problem is I cannot get to my text page
Customer: replied 1 month ago.
There is a 'Try another way to sign in" and since I have done this I know it is goign to ask me for anotehr email and send me a code
Customer: replied 1 month ago.
It has the "verify" option but I think if I hit that it will try and sent the text message
Expert:  Steve Lewey replied 1 month ago.

yes we tried that....exactly, its a no win. so if you don't want to loose what's on your phone you have to get another phone, but your number on that phone, go to google and put in your gmail *****@******.*** ask for a text, then you can get the text, change your password, move number back to original phone and set it up.

make sense?

Customer: replied 1 month ago.
I need to go find another smartphone, transfer my number to that phone, ?
Expert:  Steve Lewey replied 1 month ago.

no, can be any phone, do you have a verizon close by?

Customer: replied 1 month ago.
Fairly close
Expert:  Steve Lewey replied 1 month ago.

or bestbuy

Expert:  Steve Lewey replied 1 month ago.

or walmart?

Customer: replied 1 month ago.
Verizon and walmart]
Customer: replied 1 month ago.
Can I use my daughter's phone
Expert:  Steve Lewey replied 1 month ago.

can it get text?

Customer: replied 1 month ago.
she has a Galaxy 6
Customer: replied 1 month ago.
SHe is on my Verizon account
Expert:  Steve Lewey replied 1 month ago.

im thinking....

Customer: replied 1 month ago.
OK lol
Expert:  Steve Lewey replied 1 month ago.

Copy and paste this...print it and take it with you...that should work. take both phones and these instructions to bestbuy or verizon. tell them you need to get a text from google to reset your password ***** your phone is locked and you cannot unlock it without the username and pw that needs to be reset.

ask them to take your sim card out, put it in your daughters (I am hoping they are the same size, if not Bestbuy sells them)

now your phone number is ***** your daugthers, so then on another device, PC, or something, you may have to go home goto google, then gmail

Customer: replied 1 month ago.
My phone does not have a sims card :( Hers does but the Note 5 doesn't
Expert:  Steve Lewey replied 1 month ago.

try to sign in with***@******.***, under the sign in box there is a forgot password, click on that. it'll ask you a question, you want the one that says send you a text, if it is not, click try different question until you get it.

Customer: replied 1 month ago.
OK Thank you for all your time and efforts.
Expert:  Steve Lewey replied 1 month ago.

it has to have one

Expert:  Steve Lewey replied 1 month ago.

good luck, this will work!!

Customer: replied 1 month ago.
When I got the phoen they said it did not and I cannot get the back off the phone and there is no place on the sides etc to put one in
Customer: replied 1 month ago.
Thanks!
Expert:  Steve Lewey replied 1 month ago.

hope everything worked out!

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