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Pearl. I've got a galaxy s6 that I pulled a factory reset…

Customer Question
Hi, Pearl. I've...

Hi, Pearl. I've got a galaxy s6 that I pulled a factory reset (vol up, home, power) due to a malicious app causing problems. I don't know that I have a samsung email account or password, though, which is what it asks for.

Technician's Assistant: What's the make/model of your device? How old is it?

Samsung s6 galaxy, it was somewhat new when we bought it

Technician's Assistant: How long has this been going on? What troubleshooting have you tried?

It was acting buggy for a couple days, and then I did the hard re-set, and can't access the email account or password (if I set them up, I can't remember them)

Technician's Assistant: Anything else you want the Android Expert to know before I connect you?

No thanks

Submitted: 7 months ago.Category: Android Devices
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Answered in 32 minutes by:
9/23/2017
Android Device Expert: Karthik, Hardware Engineer replied 7 months ago
Karthik
Karthik, Hardware Engineer
Category: Android Devices
Satisfied Customers: 458
Experience: Senior Engineer at CSS Corp
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Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

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Android Device Expert: Karthik, Hardware Engineer replied 7 months ago

I'm sorry to hear about the issue you are having, I will do my best to help you answering your question.

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Android Device Expert: Karthik, Hardware Engineer replied 7 months ago

Before we proceed further, I would like to ask you few question about this problem, Can I have the Gmail address please? So that I go ahead and Check what are the possibilities available for resetting the password.

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Android Device Expert: Karthik, Hardware Engineer replied 7 months ago

Thank you for providing this information, I am on the process of doing a reset on the email. When I tried to do a reset on the account it asked for the Security question for verification purposes and first question is, Could you tell me what is the City of birth?

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