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Josh
Josh, Technician
Category: Android Devices
Satisfied Customers: 20253
Experience:  Android technician
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Locked myself out of my phone went so far as factory reset

Customer Question

locked myself out of my phone went so far as factory reset it it still asking for gmail account to which I have no idea what the password ***** when I try to recover it sends text message to my phone which I'm unable to see because I'm locked out of it is there a solution to this problem?
JA: Just to clarify, what's the exact make and model of your machine?
Customer: galaxy s7
JA: How long has this been going on? What troubleshooting have you tried?
Customer: it happened a few days ago went to Verizon had it factory reset thinking I could just sign in with new google account
JA: Anything else you want the android expert to know before I connect you?
Customer: no
Submitted: 11 months ago.
Category: Android Devices
Expert:  Josh replied 11 months ago.

Hi! My name is ***** ***** I will be assisting you. Let's get started!

Expert:  Josh replied 11 months ago.

What is the Gmail account that you need to reset?

Customer: replied 11 months ago.
ok
Expert:  Josh replied 11 months ago.

What is the Gmail account that you need to reset?

Customer: replied 11 months ago.
Expert:  Josh replied 11 months ago.

What is the last password ***** you remember?

Customer: replied 11 months ago.
jamaica2013
Expert:  Josh replied 11 months ago.

Tony,

I have changed your password *****: Justanswer1 (the J is capital)

Please try using that password ***** your phone now and let me know if it works

Customer: replied 11 months ago.
get message says please sign into one of the owners of this device account
Expert:  Josh replied 11 months ago.

Okay, that is a different issue.

Is the horizon email address the account that was used to setup your phone originally?

Customer: replied 11 months ago.
I am pretty sure it was
Customer: replied 11 months ago.
If not it was set up with***@******.*** which us my wife's account
Expert:  Josh replied 11 months ago.

If the message is prompting you to sign in as the owner account and it is not the 916 account then please try using your wife's account and see if it works.

Customer: replied 11 months ago.
OK I will contact her and try that thank you for your help an did it doesn't work I will get back to you
Expert:  Josh replied 11 months ago.

Absolutely! It should work if those would be the only two accounts but the good news is that your Gmail account password ***** been reset successfully as well.

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