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I really never use gmail but apparently it is something you

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must have in order to...
I really never use gmail but apparently it is something you must have in order to have Google on your computer and your phone. I have Verizon service and on Tuesday my phone reset itself out of the blue. I tried to follow instructions on the phone but since I could not remember my gmail account user name and password ***** was locked out. I went to Verizon adn they told me I would have to wait 24 hours and then I would be able to reset it. Waited 24 hours just to be told that it could be 72 hours or more. I ask my Verizon store how I would know when it had been unlocked and they told me to just keep trying. But since then others have said that everytime I attempt it just stays locked longer. I even tried on my computer. I apparently have several gmail accounts which is really confusing because now I am afraid I am going to lock everything up. I fear that I am going to lose all my contacts, photos and videos if I do a hard factory reset which is what Verizon said I would have to do unless you people can help. Right now I am paying for a phone that I cannot use but need for many projects I am working on. I appreciate the fact that Google does not want to violate my privacy but I need help. I need to clear all thei up where I have one gmail account and password ***** can get into my phone, my tablet and my computer. This is beyond frustrating because you can't even talk to a live person. I need help!
JA: How long have you had this issue with your Gmail account?
Customer: SInce Tuesday. My phone was on the charger and when I picked it up the screen showed Power on or power off. I hitpower on and the next thing I knew, my phone was reset. and I can not access anything, even making a call.
JA: Have you installed any updates recently?
Customer: Well my updates are basically automatic and I have noted that there has been more than usual. Verizon said that it is probably linked to the problem they are having with the Note 7 or Galaxy 7 software .
JA: Anything else you want the computer expert to know before I connect you?
Customer: I don't think so,
Submitted: 1 year ago.Category: Computer
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Answered in 2 minutes by:
10/13/2016
Tech Support Specialist: technicalcat, Consultant replied 1 year ago
technicalcat
technicalcat, Consultant
Category: Computer
Satisfied Customers: 1,957
Experience: 20 years experience. B.S. Computer Science
Verified

Hello, and thank you for using this service.

Sorry you are having trouble. I will help you now.

Are you able to access your google (gmail) account from any computer , phone , or other device?

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Customer reply replied 1 year ago
No
Tech Support Specialist: technicalcat, Consultant replied 1 year ago

How long have you had the gmail account and been using it with the phone?

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Customer reply replied 1 year ago
I really am not sure because I really never use gmail. When I was trying to follow instruction to get my phoen back up it appears that there are at least three separate gmail accounts,***@******.***,***@******.*** and a***@******.***.
Customer reply replied 1 year ago
Excuse me typ0***@******.***
Tech Support Specialist: technicalcat, Consultant replied 1 year ago

So you have three different accounts, can't access any of them, and aren't sure which one was the one you were using with your phone?

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Customer reply replied 1 year ago
Well Verizon seemed to think the***@******.*** was the one for the phone
Tech Support Specialist: technicalcat, Consultant replied 1 year ago

What is your father's middle name?

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Customer reply replied 1 year ago
Herman
Tech Support Specialist: technicalcat, Consultant replied 1 year ago

Do you know the month and year you created that google account?

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Customer reply replied 1 year ago
No but you can bet if I ever this mess fixed I will have everything written down in stone!
Tech Support Specialist: technicalcat, Consultant replied 1 year ago

I'm sorry, I'm out of ideas on this, but will opt your question out to the other experts for review. Another expert will be with you soon. thanks.

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Customer reply replied 1 year ago
thank you
Tech Support Specialist: Steve Lewey,
 replied 1 year ago
Steve Lewey
Category: Computer
Satisfied Customers: 8
Experience: Owner at Self
Verified

Hi...still need assistance?

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Customer reply replied 1 year ago
nothing has been resolved
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

So frustrating...what kind of phone is it? (I apologize if some of my questions are repeats.)

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Tech Support Specialist: Steve Lewey,
 replied 1 year ago

are you there?

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Customer reply replied 1 year ago
it is a Galaxy Note 5
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

is there anything on the phone you need?

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Customer reply replied 1 year ago
Well I would liek to have my contacts, photso and videos
Customer reply replied 1 year ago
I checked my Verizon Cloud and there is quite a bit that is not there. I had tried to open my Gallery several days ago it said I had to go to my files and move or delete. When I tried to move my photos to my computer it would nto let me
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

do you have any other email accounts you can log in to?

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Customer reply replied 1 year ago
I can log into my yahoo account on my computer but I can access nothing on my phone
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

what's that email address

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Tech Support Specialist: Steve Lewey,
 replied 1 year ago

ck that email for a code that is being sent now

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Customer reply replied 1 year ago
OK I have it
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

what is it

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Customer reply replied 1 year ago
592901
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

plz double ck that number/code

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Customer reply replied 1 year ago
Wow now it says 831279
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

one moment ckg something else

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Customer reply replied 1 year ago
OK thanks
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

what's your phone number?

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Tech Support Specialist: Steve Lewey,
 replied 1 year ago

what's your name

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Customer reply replied 1 year ago
Sandra Kathleen Hache-Tejada
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

ok, still working on it, we an keep trying to get in, OR reset your phone and start over, but that means anything on phone is lost. what would you like to do?

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Customer reply replied 1 year ago
The Verizon guy said that Google also stores stuff in something like a cloud. Would any of my photos and videos be there? I know Verizon has my contacts and some of my photos.
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

that's correct, it is tied to your email, that we still can't get into

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Customer reply replied 1 year ago
Can we try a little longer? There are some photos and videos on there of my grandsons that cannot be replaced. I know I should have moved them sooner. I mean I did try but it would not let me.
Customer reply replied 1 year ago
Are you with Google?
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

sure...as long as you know it may take awhile and can be patient with me? no, not with google

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Customer reply replied 1 year ago
OK I can be patient.
Customer reply replied 1 year ago
It just seems there should be a way to contact Google and get them to fix this. It is so frustrating!
Customer reply replied 1 year ago
I need to be away fromt he computer for about 15 minutes. Is that OK?
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

sure

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Customer reply replied 1 year ago
OK be back shortly
Customer reply replied 1 year ago
ok I am back
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

k

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Tech Support Specialist: Steve Lewey,
 replied 1 year ago

can you get text on your phone now?

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Customer reply replied 1 year ago
The only screen I can get to is the Setup Wizard and the Google page askign for my email. There is a "Emergency Call" option and a next option that it is
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

ck your yahoo account again for a new code

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Customer reply replied 1 year ago
831583
Customer reply replied 1 year ago
I am hearing a tone like when you have a notification of some sort.
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

ok, let's try something else, what is on the phone screen right now?

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Customer reply replied 1 year ago
I just hear a notification tone and I am still at the Setup Wizard Welcome page.
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

what are your options? ok, next, skip?

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Customer reply replied 1 year ago
Emergency Call and Next
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

choose next

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Customer reply replied 1 year ago
the Learn more about Smasung terms a
Customer reply replied 1 year ago
DOne
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

now what does it say

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Customer reply replied 1 year ago
It is now asking me to Verify my account, saying that the device was reset and asking for an email that was previousl;y syncesd to the device. It has an option of Need help finding your account
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

try need help

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Customer reply replied 1 year ago
OK it ask for my number but it is already there
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

what are choices

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Customer reply replied 1 year ago
Do you want me to hit next?
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

yes

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Customer reply replied 1 year ago
It now ask for my name on my Google account first and last
Customer reply replied 1 year ago
I put in Sandra Hache-Tejada. Do you want me to hit next?
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

yes

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Customer reply replied 1 year ago
It says there is no Google Account with the information Iprovided. Maybe I did not use my hypenated name, Maybe just Hache. Want me to try?
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

yes

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Customer reply replied 1 year ago
OK did it and it still says there is no Google Account in that name. I guess I could have used Sandi instead of Sandra, let me try
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

try everything

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Customer reply replied 1 year ago
When I did that it says that I need to verify my number and that Google will send a one time text message to confirm that(###) ###-####is mine. The problem is I cannot get to my text page
Customer reply replied 1 year ago
There is a 'Try another way to sign in" and since I have done this I know it is goign to ask me for anotehr email and send me a code
Customer reply replied 1 year ago
It has the "verify" option but I think if I hit that it will try and sent the text message
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

yes we tried that....exactly, its a no win. so if you don't want to loose what's on your phone you have to get another phone, but your number on that phone, go to google and put in your gmail *****@******.*** ask for a text, then you can get the text, change your password, move number back to original phone and set it up.

make sense?

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Customer reply replied 1 year ago
I need to go find another smartphone, transfer my number to that phone, ?
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

no, can be any phone, do you have a verizon close by?

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Customer reply replied 1 year ago
Fairly close
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

or bestbuy

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Tech Support Specialist: Steve Lewey,
 replied 1 year ago

or walmart?

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Customer reply replied 1 year ago
Verizon and walmart]
Customer reply replied 1 year ago
Can I use my daughter's phone
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

can it get text?

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Customer reply replied 1 year ago
she has a Galaxy 6
Customer reply replied 1 year ago
SHe is on my Verizon account
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

im thinking....

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Customer reply replied 1 year ago
OK lol
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

Copy and paste this...print it and take it with you...that should work. take both phones and these instructions to bestbuy or verizon. tell them you need to get a text from google to reset your password ***** your phone is locked and you cannot unlock it without the username and pw that needs to be reset.

ask them to take your sim card out, put it in your daughters (I am hoping they are the same size, if not Bestbuy sells them)

now your phone number is ***** your daugthers, so then on another device, PC, or something, you may have to go home goto google, then gmail

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Customer reply replied 1 year ago
My phone does not have a sims card :( Hers does but the Note 5 doesn't
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

try to sign in with***@******.***, under the sign in box there is a forgot password, click on that. it'll ask you a question, you want the one that says send you a text, if it is not, click try different question until you get it.

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Customer reply replied 1 year ago
OK Thank you for all your time and efforts.
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

it has to have one

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Tech Support Specialist: Steve Lewey,
 replied 1 year ago

good luck, this will work!!

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Customer reply replied 1 year ago
When I got the phoen they said it did not and I cannot get the back off the phone and there is no place on the sides etc to put one in
Customer reply replied 1 year ago
Thanks!
Tech Support Specialist: Steve Lewey,
 replied 1 year ago

hope everything worked out!

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Steve Lewey
Steve Lewey
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Satisfied Customers: 8
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