Hi there and welcome
to confirm Lisa, the phone has been reset and your now trying to set it up again but it indicates you have to use the gmail account that was originally used on the phone correct?
When you try to use the gmail account, whats the exact message you get?
ok, click on my link below, can you sign into the gmail account there?
ok, sign out of your account and tell me if he can sign in there please.
I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.
Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.
I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.
Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.
If you want remote click get extra help. If not simply reply to me.
ok, but can you do the instructions I am asking please Lisa? It will make sense at the end.
ok, this is the problem, the password ***** is using is incorrect.
Have him reset the password ***** please
tell me when he has
Did he set a recovery email or phone number when creating the account?
ok... well if he did then tell him to choose the recovery email during the process to reset the password.
ok, he did not set a recovery email or a recovery phone number which can put you in a difficult position.
Try to do the following and tell me what happens please
ok, then the issue is he needs to recall the password ***** else he wont be able to use the phone again,. its why it is important he did the account correctly when he first made it, which was not the case.
Else if the password ***** be reset, then he basically has a paperweight now.
ok, well I am sorry you feel this way Lisa, but as I mentioned it is why it is critical you set up the account correctly. But if you already did this all, then why did you not mention it when we started with the reset?
I am referring to the password ***** as you indicated "'ve been charged for you doing the exact stuff the TMobile store did last night "
Anyway, your only option now is
If your not able to pass these questions or the email contacts, then the automated tools will not be able to help you regain access Lisa
You will need to follow the manual process, it is the only option left in your situation.
You'll need a working email account so they can contact you on it so use your personal one
Then go to this link and fill in the form please.
You will then need to allow up to 24 hours for Google to contact you with the instructions to reset your password.
If you would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service, that would be greatly appreciated.