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Jess M.
Jess M., Computer Support Specialist
Category: Software
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Experience:  Computer Software Support specialist for more that 10 years
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Locked my phone and 't remember the pin.

Customer Question

Locked my phone and don't remember the pin.***@******.***(###) ###-#### ***** you can could you help me
JA: How long has this been going on?
Customer: Yesterday morning too
JA: What troubleshooting have you tried?
Customer: Tried to go online to my account gmail account
JA: Have you contacted anyone about your account?
Customer: You guys are the only ones I contacted
JA: The software expert can solve this for you. Anything else you want him to know before I connect you two?
Customer: No that's just it. Thank you
JA: OK. Got it. I'm sending you to a secure page on JustAnswer so you can place the $5 fully-refundable deposit now. While you're filling out that form, I'll tell the Software Technician about your situation and then connect you two.
Submitted: 10 months ago.
Category: Software
Expert:  Jason Jones replied 10 months ago.

I am the person that will be helping you today.

May I ask for the brand and model name of your phone, please?

I will be standing by, looking forward to your response.

Thank you,

Customer: replied 10 months ago.
LG android
Customer: replied 10 months ago.
Model GPLGL33G.
Expert:  Jason Jones replied 10 months ago.

I cannot find any such model. Is it the LGL33G model?

Customer: replied 10 months ago.
Expert:  Jason Jones replied 10 months ago.

In your case, you will have to reset the phone, which will erase everything on it including the pin.

- Turn the phone off.

- Press and hold the following keys down: Volume Down and the Power button

- Let go of the power button when the LG logo shows and immediately press and hold the power button again. (this whole time, you are not letting go of the volume down key)

- When the factory hard reset screen appears, let go of all the buttons.

- Press the Power button to continue. If you press any of the Volume keys, it will cancel.

- Press the Power button again to confirm the reset.

Once that is complete, you will be all set.

Please, let me know the results of this once you are done.

Thank you,


Expert:  Jason Jones replied 10 months ago.

Were you able to get that going?

Customer: replied 10 months ago.
No still locked. Thanks though
Expert:  Jason Jones replied 10 months ago.

Were you able to complete all of my instructions?

Customer: replied 10 months ago.
I did
Expert:  Jason Jones replied 10 months ago.

That is quite odd. It erased all on the phone, but it is still locked? Is it displaying your Gmail/Google account ?

Customer: replied 10 months ago.
Erased and nothing
Expert:  Jason Jones replied 10 months ago.

What is it asking for?

Expert:  Jason Jones replied 10 months ago.

Are you still with me? What exactly is it asking for?

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