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I forgot my password, about a week ago, no I dont care about…

Customer Question
I forgot my password ...

I forgot my password

Technician's Assistant: When were you last able to use your phone?

About a week ago

Technician's Assistant: Have you tried a Factory Reset? The Phone Expert can walk you through this to ensure you don't lose your photos, contacts and other data.

No I dont care about losing anything I just want to make calls again.

Submitted: 2 months ago.Category: Android Devices
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Answered in 3 minutes by:
5/31/2018
Android Device Expert: John T. F., Apple Consultant replied 2 months ago
John T. F.
John T. F., Apple Consultant
Category: Android Devices
Satisfied Customers: 3,705
Experience: Servicing Smartphones and other devices for 20+ years
Verified

Hello! I will work to provide accurate advice. Give me a minute to read your submission.

If Secure Remote Assistance is offered, please ignore it.

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Android Device Expert: John T. F., Apple Consultant replied 2 months ago

What is the make and model of your phone, please?

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Customer reply replied 2 months ago
ok
Customer reply replied 2 months ago
talk
Android Device Expert: John T. F., Apple Consultant replied 2 months ago

What is the make and model of your phone, please?

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Customer reply replied 2 months ago
Galaxy Grand model #SM-G530AZ UD
Android Device Expert: John T. F., Apple Consultant replied 2 months ago

Thanks, ***** ***** an Apple Expert and so will opt out so an expert better suited can handle this question. When one becomes available, they will contact you.

Please do not reply back until you hear from them as it may delay the transition.

Thanks and good luck!

John

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Android Device Expert: Jeffrey B,
 replied 2 months ago
Jeffrey B
Category: Android Devices
Satisfied Customers: 1,026
Experience: ICT Support 1/2/3/ Line at Peopleware
Verified

Hello, my name is***** will be assisting you today. Lets get started!

So to clarify have you already try to reset your Galaxy cell phone?

Kind regards,

Jeffrey

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Customer reply replied 2 months ago
HI
YES
Customer reply replied 2 months ago
Are you still there? I was waiting 30 min. and had to do something at work.
Android Device Expert: Jeffrey B,
 replied 2 months ago

Understood.

What do you see when you startup the Galaxy cell phone?

Do you need to register your gmail account to it?

Kind regards,

Jeffrey

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Android Device Expert: Jeffrey B,
 replied 2 months ago

Or do we need to recover you gmail account?

Kind regards,

Jeffrey

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Customer reply replied 2 months ago
I see the numbers and password *****
Android Device Expert: Jeffrey B,
 replied 2 months ago

Understood.

Are you now behind a computer?

Kind regards,

Jeffrey

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Android Device Expert: Jeffrey B,
 replied 2 months ago

Great!

Are we able to recover the account with this link?https://accounts.google.com/signin/v2/recoveryidentifier?flowName=GlifWebSignIn&flowEntry=ServiceLogin

Please let me know how this goes.

Kind regards,

Jeffrey

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Customer reply replied 2 months ago
I did not buy the phone new. It is not under my account. I have ATT and trying to switch phones
Android Device Expert: Jeffrey B,
 replied 2 months ago

I understand.

we want to recover the gmail account, correct?

Kind regards,

Jeffrey

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Customer reply replied 2 months ago
no I want to get the password ***** the phone I bought and switch with my old phone but I do not have the password ***** the phone I bought.
Customer reply replied 2 months ago
I have 15 min and I'm going to have to leave work also
Android Device Expert: Jeffrey B,
 replied 2 months ago

Understood.

Have you hard resetted the cell phone so we can login with a new account?

Kind regards,

Jeffrey

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Android Device Expert: Jeffrey B,
 replied 2 months ago

Do you still need assistance regarding this problem?

It would be greatly appreciated to rate me 5 stars after this conversation. The rating can be done in the top of this screen.

Waiting for your reply,

Kind regards,
Jeff

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