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I did a factory reset on my moto e 2nd generation and forgot

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my gmail password. I...
I did a factory reset on my moto e 2nd generation and forgot my gmail password. I reset it on my laptop and the phone wont accept the new password
Submitted: 2 years ago.Category: Computer
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Answered in 23 minutes by:
9/9/2015
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago
Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5,740
Experience: B.Sc. Computer Science with Honors
Verified

Hi my name is ***** ***** I will be the expert working with you today to help resolve the problem you have posted.

let me know when you are ready to chat online i will walk you through and the phone will accept the password.

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Customer reply replied 2 years ago
I am here
Customer reply replied 2 years ago
Michelle are you available
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

hi

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Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

How are you communicating with me on a smartphone or a computer.

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Customer reply replied 2 years ago
Kindle is all i have right now
Customer reply replied 2 years ago
Sorry for the delay
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

no problem, did you factory reset your moto

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Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

do you have access to gmail on kindle?

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Customer reply replied 2 years ago
i do
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

try to logout from gmail and login back on your kindle

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Customer reply replied 2 years ago
Ok
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

once done let me know.

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Customer reply replied 2 years ago
How do i sign out? It just keeps showing my mail
Customer reply replied 2 years ago
I know it is stupid but i cant figure out how to access the log off
Customer reply replied 2 years ago
Got it
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

were you able to logout?

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Customer reply replied 2 years ago
sign in again
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

logged in successfully?

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Customer reply replied 2 years ago
easily
Customer reply replied 2 years ago
No password *****
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

now log off from kindle and login to the moto e phone and let me know if you are able to login fine.

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Customer reply replied 2 years ago
Did not work
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

follow the steps on your phone now

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Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago
  1. With the phone powered off, press and hold the Volume Down button and the Power button at the same time until the device turns on.
  2. Press the Volume Down button to highlight "Recovery mode"
  3. Press the Power button to restart into Recovery mode.
    You'll see an image of an Android robot with a red exclamation mark.
  4. While holding down the Power button, press the Volume Up button.
  5. Use the volume buttons to scroll to "wipe data/factory reset" and press the Power button to select it.
  6. Scroll down to "Yes - erase all user data" and press the Power button to select it.
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Customer reply replied 2 years ago
Then reboot system correct?
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

once you are done with the reset steps try to configure google account.

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Customer reply replied 2 years ago
Did not work. When i enter the email and password ***** goes back privacy accept screen
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

in privacy accept screen what options you get.

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Customer reply replied 2 years ago
Accept or change privacy settings
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

click on accept

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Customer reply replied 2 years ago
Goes to google sign and says this device was reset to continue sign in with a google account previously synced on this device
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

what are the options you get on the screen?

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Customer reply replied 2 years ago
Enter the email or need help finding account
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

enter your full gmail address and then your password ***** signin it should sing in fine or let me know the error you get.

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Customer reply replied 2 years ago
Right back to the privacy screen again
Customer reply replied 2 years ago
I have already tried everything you have directed me to do before i asked the question
Customer reply replied 2 years ago
Michelle?
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

2 step verification must be enabled on your gmail.

go back to the gmail in kindle once you are logged in click on the accounts icon on the top click on the account link and go into the security tab and now on the App password ***** click on settings you will be asked to enter the existing password ***** that next screen generate password ***** enter a password ***** for your android phone enter one now go to your phone and sign in it should sign in fine.

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Customer reply replied 2 years ago
Taking me a minute to find accounts it is a bit different on the kindle
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

take your time.

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Customer reply replied 2 years ago
I Idid it but in the settings it says says the 2 step verification is off
Customer reply replied 2 years ago
it did not work
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

try to run android upgrade and then check there might be some problem with gmail settings.

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Customer reply replied 2 years ago
How would i run an upgrade?
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

is you phone under 1 year?

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Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

if its under warranty then we cannot upgrade or else it will damage the warranty.

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Customer reply replied 2 years ago
it is
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

if its under warranty then i would not suggest you to run upgrade as it will void warranty best suggestion would be to call moto service center and get the phone upgraded officially.

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Customer reply replied 2 years ago
That is my only option?
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

currently yes because if we run upgrade you will not get warranty service from motorola then telling you the true fact.

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Michelle
Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5,740
5,740 Satisfied Customers
Experience: B.Sc. Computer Science with Honors

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