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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1883
Experience:  Computer Software Support Specialist for more than 10 years
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I would like help getting my gmail password. Gmail has got

Customer Question

Hello - I would like help getting my gmail password. Gmail has got my new phone locked out?
Submitted: 1 year ago.
Category: Email
Expert:  Viet - Email Tech replied 1 year ago.

Hi,

I'm sorry about the issue. Can you please confirm your gmail email address?

If you also have a computer, is your gmail email address currently working on your computer?

Please reply at the box below. Thank you,

Customer: replied 1 year ago.
Expert:  Viet - Email Tech replied 1 year ago.

Thank you. Do you have a phone number ending with the two digits 64? If yes, what's that full phone number? And is your phone currently able to receive text messages?

Please reply at the box below. Thank you,

Customer: replied 1 year ago.
The phone should be ******************* and I can receive text here.
Expert:  Viet - Email Tech replied 1 year ago.

On your gmail account information, it shows the phone number ending with the two digits 64. Is that your old phone number?

For account verification, what's your dog's name?

Please reply at the box below. Thank you,

Customer: replied 1 year ago.
Not any number we have. Should be *******************. Dog name is ******
Expert:  Viet - Email Tech replied 1 year ago.

When did you create / set up your gmail account (approximately month and year)?

Also, to confirm, does your gmail email address e.vanhook have any number in it?

Customer: replied 1 year ago.
Last week - August 2016. Address is: *******************
Com
Customer: replied 1 year ago.
Not any number we have should be ******************* dog name is ******************* do you want to correspond on computer or text? I'm getting both.
Expert:  Viet - Email Tech replied 1 year ago.

Are you sure the email address is***@******.***?

On that email address, it shows that the phone number ends with the two digits 01.

Please be very careful with the spelling of your gmail email address.

Also, do you have windows xp, vista, or 7 or 8 or 10, or mac computer?

Please reply at the box below. Thank you,

Customer: replied 1 year ago.
Sorry address is ******************* no number that 01 is the last 2 of the phone that I cant get open. Full number is *******************
Customer: replied 1 year ago.
also we have windows 10
Expert:  Viet - Email Tech replied 1 year ago.

So the phone number ending with 01 is not working.

Is your gmail email address currently working on the computer?

Customer: replied 1 year ago.
01 is not working and neither is address on computer
Expert:  Viet - Email Tech replied 1 year ago.

When setting the gmail email address previously, did it also ask you to enter another email address? If yes, did you enter your normal working email address? What's your working email address?

Customer: replied 1 year ago.
do not have a working email I'm retired
Expert:  Viet - Email Tech replied 1 year ago.

Sorry, to confirm, you do not have any email address currently working on your computer.

How did you get a code from Gmail previously? Where did you get a code from Gmail? Did you get the code on the phone or on the computer?

Please reply at the box below. Thank you,

Customer: replied 1 year ago.
on my daughter's email address om my computer
Expert:  Viet - Email Tech replied 1 year ago.

What's here gmail email address?

Customer: replied 1 year ago.
it isn't gmail it is yahoo will that work
Expert:  Viet - Email Tech replied 1 year ago.

Yes, please tell me her yahoo email address. Thank you,

Customer: replied 1 year ago.
Expert:  Viet - Email Tech replied 1 year ago.

Please check her yahoo email address for a new email message that Google has just sent. Please tell me the code number in that new Google email message in her yahoo email. Thank you,

Customer: replied 1 year ago.
Expert:  Viet - Email Tech replied 1 year ago.

So your phone ending with 01 is currently not able to receive text messages.

What's the brand / model of your new phone ending with 01?

Customer: replied 1 year ago.
Motorola MOTO E
Expert:  Viet - Email Tech replied 1 year ago.

When you created your gmail email address, do you remember what password ***** set up for your gmail email address? Thank you,

Customer: replied 1 year ago.
if I knew that I would not be having this problem
Expert:  Viet - Email Tech replied 1 year ago.

Sorry, I'm just asking to confirm. Is your old phone still working (for the phone number ending with the two digits 01)?

Customer: replied 1 year ago.
no it went to this new phone
Expert:  Viet - Email Tech replied 1 year ago.

Please try the following on your new Motorola MOTO E phone:

  1. Press and hold the Power button and power it off.
  2. With the phone powered off, press and hold the Volume Down button and the Power button at the same time until the phone turns on.
  3. Press the Volume Down button to highlight "Recovery mode"
  4. Press the Power button to restart into Recovery mode.
    You'll see an image of an Android robot with a red exclamation mark.
  5. From the "No Command" screen (Android figure lying on his back), press and hold the Power button then press and release the Volume Up button to display the menu options.
  6. Select "wipe data/factory reset".
    Note: Use the Volume buttons to highlight and the Power button to select.
  7. Select Yes -- delete all user data.
    Note: Allow several seconds for the factory data reset process to complete.
  8. Select reboot system now.

Please let me know. Thank you,

Customer: replied 1 year ago.
back to the same problem no password ***** entrance
Expert:  Isaac Franklin replied 1 year ago.

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

Customer: replied 1 year ago.
Well Edward did "not" solve my problem. All I need is a temporary password ***** get back into gmail/google?
Customer: replied 1 year ago.
I cannot wait . I am helping my sister to get her phone working, now I need to go back to TX tomorrow and this phone needs to be working before I go. so can you all help us fix it or not?
Expert:  Viet - Email Tech replied 1 year ago.

I'm sorry; I was researching for any more troubleshooting. Is there a SIM card for your phone? If yes, do you have another phone you can insert the SIM card to in order to get the phone number ending with 01 working temporarily first?

Please reply at the box below. Thank you,

Customer: replied 1 year ago.
Consumer Cellular told me not to put the sim card in the old phone
Expert:  Viet - Email Tech replied 1 year ago.

Do you still have the old phone?

Customer: replied 1 year ago.
but it would have to turn it on to use it
Expert:  Viet - Email Tech replied 1 year ago.

Google needs to verify your gmail account by sending a text message to your phone ending with 01.

Can you turn off both the phones, then take out the SIM card from the new phone and insert it to the old phone, then turn it on and see if it's still working fine on the old phone?

Please let me know. Thank you,

Customer: replied 1 year ago.
don't work
Expert:  Viet - Email Tech replied 1 year ago.

After inserting the SIM card to the old phone, and turning on the old phone, what does it say or show? Please reply at the box below. Thank you,

Customer: replied 1 year ago.
I have given up and since you all could not fix my problem l would appreciate your " not" charging me for no jelp!