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Do I have an IT person on board? I am asking for help with a…

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Do I have an IT...
Do I have an IT person on board? I am asking for help with a gmail account/locked phone
Submitted: 10 months ago.Category: Email
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Answered in 5 minutes by:
9/27/2017
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago
Ricky Expert
Ricky Expert, Computer Hardware Engineer
Category: Email
Satisfied Customers: 1,321
Experience: 4+ Years in Tech Support
Verified

Hi, my name is ***** ***** I will do my best to help you today. To make sure I don’t miss anything, please give me a minute to review your question.

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Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Could you please tell me the make and model of your phone?

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Customer reply replied 10 months ago
samsung Jv3
Customer reply replied 10 months ago
J3v.
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Thank you. Could you please describe exactly what is happening?

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Customer reply replied 10 months ago
My phone locked me out. I went to Verizon and was told I needed to get back into my gmail account. I could not remember the correct password ***** I never use this account (I use hotmail). We attempted to re-set password ***** I don't know where I am in the process. I cannot text as my phone is locked. I did receive an email on my hotmail with a verification code 604380 from Google but I have no idea what to do with it.
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

In the email with the verification code was there a link?

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Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

There should have been a link that would bring you to a Google page where you could enter the verification code.

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Customer reply replied 10 months ago
No. The email states "this email address is being used to recover a Google Account.. If you initiated the recovery process, it is asking yo to enter the number verification code that appears below."(this was sent to***@******.***)
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Okay, when you initiated that recovery process, presumably by clicking "Forgot password" on Google's website, it should have brought up the box there asking for the verification code.

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Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

What is the gmail address you are trying to recover?

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Customer reply replied 10 months ago
I did not do this I don't think. I am not even sure how I got this email.
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

You received it because you and the Verizon rep attempted to reset your gmail password ***** your hotmail account is linked to your gmail account as a backup. If you tell me your gmail address I may be able to help you reset the password ***** you can access your phone.

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Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Thank you. One moment please.

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Customer reply replied 10 months ago
The response I received when I put this code in the phone where is says "forgot password" is "Google will send a verification code to (###) ###-#### The problem is the phone does not work.
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Okay, please check your hotmail account now. You should have a new email with a new verification code. Please tell me the code.

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Customer reply replied 10 months ago
I lost you. I sent it to your email. Can you get it ? I will re-send. Please don't go away.
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

My email is not listed here. Please just copy and paste the code and send it here.

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Customer reply replied 10 months ago
452189
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Thank you. One moment please.

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Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Unfortunately Google still can not verify that account belongs to you as it must have never been added to your Gmail account. Do you know what month and year you may have created the***@******.***

account?

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Customer reply replied 10 months ago
No. I think Verizon added this when I bought the phone.
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

When was that?

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Customer reply replied 10 months ago
I am not sure.
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Can you guess a month & year? It's worth a shot.

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Customer reply replied 10 months ago
maybe i can find the box? can you hold one second, please?
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Sure, no problem. But unless the receipt is in the box it probably won't be on there.

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Customer reply replied 10 months ago
03/22/2017
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Okay, one more time please check your hotmail and tell me the latest verification code.

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Customer reply replied 10 months ago
798374
Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

Thank you. Unfortunately it still did not work. The only thing left to do is to go back to Verizon and tell them there is no way to recover your gmail account, so you need them to completely erase the phone so you can get into it. Sorry for the inconvenience, and thank you for your patience.

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Email technician: Ricky Expert, Computer Hardware Engineer replied 10 months ago

If you have any follow-up questions, don’t hesitate to ask. If finished, please take a moment to rate my service using the stars at the top of this page. Thank you, ***** ***** a great evening!

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