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It is my phone.. It is my phone that is blocked. Alcatel…

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It is my phone...

It is my phone. My name is*****: What's the brand/model/Operating System (OS) of your computer?

It is my phone that is blocked

Technician's Assistant: When did you purchase your computer? What troubleshooting have you tried?

Alcatel onetouch model # a621bl

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

My phone had become locked (would not respond). I called the company (Tracphone) and they reset the phone. Now computer is asking for the original Google account that was synced. I cannot seem to bypass this stage to enter into the phone. I must have originally created a google account to which this phone is synced and I cannot proceed unless I can come up with that

Submitted: 9 months ago.Category: Computer
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Answered in 5 minutes by:
11/14/2017
Tech Support Specialist: Josh, Support Specialist replied 9 months ago
Josh
Josh, Support Specialist
Category: Computer
Satisfied Customers: 22,237
Experience: 5 years as Network Admin, 10+ years of IT support
Verified

Hi! My name is ***** ***** I will be assisting you. Let's get started!

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Tech Support Specialist: Josh, Support Specialist replied 9 months ago

Do you know the email address?

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Customer reply replied 9 months ago
no I do not know the original email address that I started with this phone
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

What would be the phone number? I can try to look it up that way.

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Customer reply replied 9 months ago
No I do not want "secure remote assistance"
Customer reply replied 9 months ago
what do I do next?
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

What would be the phone number? I can try to look it up that way.

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Customer reply replied 9 months ago
what happens if we are unable to correct the problem?
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

What would be the phone number? I can try to look it up that way.

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Customer reply replied 9 months ago
will I get the money back?
Customer reply replied 9 months ago
What next?
Customer reply replied 9 months ago
let us proceed
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

What would be the phone number? I can try to look it up that way.

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Customer reply replied 9 months ago
My phone #(###) ###-####
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

What would be the name on the account?

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Customer reply replied 9 months ago
correction: number is (702) 817 - 0663
Customer reply replied 9 months ago
Now what?
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

Please read my responses -- I have repeated each new response a couple of times.

What would be the name on the account?

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Customer reply replied 9 months ago
How come he does not respond to me?
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

Please read my responses -- I have repeated each new response a couple of times.

What would be the name on the account?

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Customer reply replied 9 months ago
The name is*****
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

I have sent a 6 digit code to your phone number

What is the 6 digit code?

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Customer reply replied 9 months ago
There is no code visible
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

You don't see a text message from Google to your phone number?

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Customer reply replied 9 months ago
I cannot get to the location of the text
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

Okay, I understand -- You will need to go back into Tracfone and ask for a loaner phone so you can receive a text message to that phone then I can send the code to unlock your Gmail account.

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Customer reply replied 9 months ago
I do not have a loaner. Can we use my desktop computer instead to receive the code
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

Yes, I understand -- You will need to go into a Tracfone store or dealer and ask for a loaner phone.

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Customer reply replied 9 months ago
That would not be possible right now (I am an 80 yrs old handicap person who relies on others for transportation). May we use my desktop email account to receive the code?
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

Unfortunately, no.

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Customer reply replied 9 months ago
how would "secure remote assistance' work? Otherwise what you are asking is not possible due to my limitations
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

Secure remote assistance is an automated offer by our system -- Not sent by me.

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Customer reply replied 9 months ago
What do you suggest what is our next step?
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

Unfortunately, you will need a loaner phone in order to continue.

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Customer reply replied 9 months ago
As I have stated that is not possible at the present time. Since we did not succeed to solve anything, may I request that all funds charged to my credit card be refunded at this time. If I agree "to switch to a Secure Remote Assistance" would that solve my problem given my limitations (they state If you prefer, I can remotely connect to your device and troubleshoot for you") What happens if they fail to solve the problem?.
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

This is a paid service -- You can contact customer service regarding payment.

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Customer reply replied 9 months ago
how do I contact your customer service?
Tech Support Specialist: Josh, Support Specialist replied 9 months ago

You can call them at 1-***-***-****

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