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Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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It says that my account is locked because I typed the wrong

Customer Question

It says that my account is locked because I typed the wrong password ***** many times and it won't let me change the password ***** I log on. Help!?!
JA: Have you tried having password ***** directions emailed to you?
Customer: no that would be great.
JA: Have you installed any updates recently?
Customer: no
JA: Anything else you want the computer expert to know before I connect you?
Customer: No that should do it.
Submitted: 8 months ago.
Category: Computer
Expert:  Mr.Med replied 8 months ago.

Hi, I'm Mr.med. Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.

Expert:  Mr.Med replied 8 months ago.

I'm sorry about the issue, it is your email password *****? if yes what email service you are using such gmail, aol ect...?

Customer: replied 8 months ago.
No, is the password ***** unlock my phone so that I can get on it and use it.
Expert:  Mr.Med replied 8 months ago.

What is the brand and model of your phone please?

Customer: replied 8 months ago.
It is a Samsung Galaxy S6
Customer: replied 8 months ago.
I will get back to you. Thanks for your prompt replies.
Expert:  Mr.Med replied 8 months ago.

the only solution you can do is to restore the ipad, which will cause you to lose all data (photos, files, ect...) currently on it. If you made a backup prior to losing the password, you should be able to restore that.

  • Firstly, turn off the phone by using the Power button.
  • Now press and hold together: Volume Up + Home + Power button, until you see Samsung logo.
  • Then select from Recovery Mode menu "wipe data / factory reset" using Volume buttons to navigate and Power button to confirm.
  • Afterwards, choose "Yes -- delete all user data" to confirm the whole operation.
  • After that select option "reboot system now"

Let me know the results please

Thank you

Expert:  Mr.Med replied 8 months ago.

Has everything worked out please?

Expert:  Mr.Med replied 8 months ago.

Hello,

Do you still need help please?

Customer: replied 8 months ago.
I've got a picture of a green robot on the screen and it says "Downloading...Do not turn off target!!".
Expert:  Mr.Med replied 8 months ago.

I'm Sorry for the delay in replying, yes do not worry this normal, so has everything worked out ?

Expert:  Mr.Med replied 8 months ago.

let me know if you still need help

Thank you

Customer: replied 8 months ago.
I made a mistake. My phone is a Samsung Galaxy S5, not S6. Does that change your instructions to me?
Expert:  Mr.Med replied 8 months ago.

No, let me know if it works for you.

Thank you

Customer: replied 8 months ago.
I plugged in my phone and left it overnight. Now the "Green Robot" is gone and I am back to my number pad screen.
Expert:  Mr.Med replied 8 months ago.

Please try the hard reset it again, This is a tutorial video on how to reset it : https://www.youtube.com/watch?v=DRPYGEEa6Fo

Let me know if you still need help

Thank you

Customer: replied 8 months ago.
I will, thank you.
Expert:  Mr.Med replied 8 months ago.

Hope it works out

Thank you

Expert:  Mr.Med replied 8 months ago.

Has everything worked out please?

Expert:  Mr.Med replied 8 months ago.

Hello,

Are you able to access to your smartphone please?

Customer: replied 8 months ago.
As of right now, no I cannot,
Customer: replied 8 months ago.
My phon is still on the lock screen.
Expert:  Dustin replied 8 months ago.

It seems the previous expert has opted out.

When you say your phone is still on the lock screen. It should have a section where you can enter your google account and password ***** where it says forgot password.. Do you see that?

Also, do you have a computer you can use to help us try and reset the phone?

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