How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Sandy Your Own Question

Sandy
Sandy, Computer Specialist
Category: Email
Satisfied Customers: 6001
Experience:  I have 7+ years of experience in fixing emails issues.
33602187
Type Your Email Question Here...
Sandy is online now
A new question is answered every 9 seconds

My cell phone is stuck on google i need it unlocked ican not

Customer Question

my cell phone is stuck on google i need it unlocked ican not make any calls i can receive only went to sprint to day it is not the phone they can not do any thing please help me i need to make calls it has never done this before can reach me at 28183281 thank you it keeps asking for my email and password ***** i can not get it opened please help i need to make calls thank you terry
Submitted: 2 months ago.
Category: Email
Customer: replied 2 months ago.
is this a ripoff? never heard of paying for some thing that is on my phone.
Expert:  Sandy replied 2 months ago.

Hello! My name is Sandy.I'm reviewing your question now, and will post back with your reply momentarily.

Expert:  Sandy replied 2 months ago.

Have you entered your gmail address and password?

If yes, have you tried to change your gmail account password ***** entered the new password?

Customer: replied 2 months ago.
i have entered it. and yes i changed my password
Customer: replied 2 months ago.
please help me i am 73 and need to use this cell phone it is the only phone i have
Expert:  Sandy replied 2 months ago.

Do you have any landline number?

Expert:  Sandy replied 2 months ago.

Is this an android phone? What is the make of this phone? samsung, LG, or other.

Expert:  Sandy replied 2 months ago.

Please reply back to me. Thank you.

Customer: replied 2 months ago.
Sandy i am on ss and can not pay out more money if you can not help me please stop all the help and payment and i will stop my google please help .
Expert:  Sandy replied 2 months ago.

No, nothing extra for you.

Just reply back to me. I will try my best.

Is this an android phone? What is the make of this phone? samsung, LG, or other

Do you have any landline number?
Customer: replied 2 months ago.
my phone is lg i have no landline
Expert:  Sandy replied 2 months ago.

Is it fine to reset the phone to factory settings. But, this process will delete phone photos, pictures.

Customer: replied 2 months ago.
this is android lg
Expert:  Sandy replied 2 months ago.

Is it fine to reset the phone to factory settings. But, this process will delete phone photos, pictures.

Customer: replied 2 months ago.
ok
Customer: replied 2 months ago.
ok reset
Expert:  Sandy replied 2 months ago.

Please perform hard reset as shown under:

Also, you can check the instructions under the link:

http://www.lg.com/us/mobile-phones/VS980/Userguide/075.html

  1. Turn the phone off.

  2. Press and hold the following keys at the same time: Volume Down Key + Power/Lock Key on the back of the phone.

  3. Release the Power/Lock Key only when the LG logo is displayed, then immediately press and hold the Power/Lock Key again.

  4. Release all keys when the Factory hard reset screen is displayed.

  5. Press the Power/Lock Key to continue or either of the Volume Keys to cancel.

  6. Press the Power/Lock Key once more to confirm or either of the Volume Keys to cancel.

If you have other queries regarding this, please reply back to me the box given below.

And if you can take a second to rate my service(-OK or more -by clicking stars at the top of the page and choose submit), that would be greatly appreciated.

Customer: replied 2 months ago.
sandy it goes back to username and password ***** as before i contacted you
Expert:  Sandy replied 2 months ago.

Did you get Factory hard reset screen?

Customer: replied 2 months ago.
it wanted to come up but then it went back to the same way
Expert:  Sandy replied 2 months ago.

Please follow the instructions again as given under the link:

http://www.lg.com/us/mobile-phones/VS980/Userguide/075.html

Expert:  Sandy replied 2 months ago.

Did you get Factory hard reset screen this time?

Customer: replied 2 months ago.
no
Expert:  Sandy replied 2 months ago.

How many gmail account do you have?

Please type your gmail address.

Customer: replied 2 months ago.
i have only one my gmail is***@******.***
Expert:  Sandy replied 2 months ago.

Are you able to login into this account.

Enter this email address and it working password.

Else, create a new password ***** then enter that.

Customer: replied 2 months ago.
it will let me enter email but not the password ***** i also changed the password ***** still can not get it on the cell
Expert:  Sandy replied 2 months ago.

Once you enter the email address, check if there is any option to click Next or Continue or skip

Customer: replied 2 months ago.
i am sorry to take up your time but i need my phone
Customer: replied 2 months ago.
no not on my phone no option
Expert:  Sandy replied 2 months ago.

After entering your email address, do you see a password ***** as well??

Customer: replied 2 months ago.
i entered the password ***** it did not let me enter it kept telling me wrong password ***** i use it all the time and not even the new one can work
Expert:  Sandy replied 2 months ago.

Please create a new password ***** this account once:

Click the link: https://accounts.google.com/b/0/EditPasswd?hl=en

And enter your old password ***** create new password.

And then use the new password ***** the phone.

Customer: replied 2 months ago.
sandy i think someone else got in to my acct that maybe why it not working
Expert:  Sandy replied 2 months ago.

What is the complete mobile number?

Customer: replied 2 months ago.
the number is(###) ###-####
Expert:  Sandy replied 2 months ago.

Are you able to receive any message on the phone?

Customer: replied 2 months ago.
no i can not but calls can come in and i can hear it and that is that i am locked out
Customer: replied 2 months ago.
sandy the sprint phone center told me that you can unlock this it has to do with google
Expert:  Sandy replied 2 months ago.

If you have a good working password ***** the gmail account, it must be accepted.

Please create a new password ***** this account once:
Click the link: https://accounts.google.com/b/0/EditPasswd?hl=en
And enter your old password ***** create new password.
And then use the new password ***** the phone.

keep me posted and if you can take a second to rate my service(-OK or more -by clicking stars at the top of the page and choose submit), that would be greatly appreciated.