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I did a hard reset on my phone, it asked for my gmail

Customer Question
I did a hard...

I did a hard reset on my phone, it asked for my gmail account, I did not know my password ***** I reset it. Now I am not able to get into my phone.

Technician's Assistant: Are you logged into your Gmail account on any other devices?

Just the computer I am on now

Technician's Assistant: Do you have security questions or a phone number on file to help reset your password?

I do not remember, the only phone number I have had is this one

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

I just want to get into my phone and be able to use it. This is my only form of communication

Submitted: 8 months ago.Category: Email
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Answered in 10 minutes by:
12/16/2017
Email technician: Josh, Computer Enthusiast replied 8 months ago
Josh
Josh, Computer Enthusiast
Category: Email
Satisfied Customers: 22,309
Experience: Email expert with over 5 years experience
Verified

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

Have you tried a password *****?

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Email technician: Josh, Computer Enthusiast replied 8 months ago

And what was the result of it?

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Customer reply replied 8 months ago
My recovery email would not take so I tried my gmail accounts, which I had to reset the passwords because I did not remember them
Email technician: Josh, Computer Enthusiast replied 8 months ago

Unfortunately, there isn't a way around that feature.

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Customer reply replied 8 months ago
what can I do to get my phone to work then?
Email technician: Josh, Computer Enthusiast replied 8 months ago

You will need to reset the Gmail account password.

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Customer reply replied 8 months ago
This has already been done.
Email technician: Josh, Computer Enthusiast replied 8 months ago

You reset the password? Previously, you mentioned that you could not reset it.

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Customer reply replied 8 months ago
I reset my gmail passwords because I did not remember them. I tried my recovery email which is not a gmail account and it would not take.
Email technician: Josh, Computer Enthusiast replied 8 months ago

I apologize but that does not make sense. You can't reset the password ***** you do not know the recovery information.

Did you reset the password ***** were you not able to reset it?

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Customer reply replied 8 months ago
First I entered my recovery email which is a AOL account. It would not take, so I tried a gmail account that was verified by phone number. So I tried logging on but it would not take my password ***** I reset the password. Now it is saying since the password ***** been reset I can not restore my phone.
Customer reply replied 8 months ago
Or attempt to in 24 hours.
Email technician: Josh, Computer Enthusiast replied 8 months ago

Yes, you need to wait 24 hours if you reset the password.

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Customer reply replied 8 months ago
but why did my phone not except my recovery email or take my phone number in the first place?
Email technician: Josh, Computer Enthusiast replied 8 months ago

Unfortunately, I cannot answer that question for you since I did not have the phone in my hand during that time.

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Customer reply replied 8 months ago
there really is nothing you can do to help resolve this issue?
Email technician: Josh, Computer Enthusiast replied 8 months ago

No, I cannot speed up the process unfortunately.

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Customer reply replied 8 months ago
Ok. Thanks.
Email technician: Josh, Computer Enthusiast replied 8 months ago

You're welcome

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Customer reply replied 8 months ago
If I went to get a new phone would I have to the passwords
Email technician: Josh, Computer Enthusiast replied 8 months ago

No, if you don't want to restore it using that backed up data.

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Customer reply replied 8 months ago
OK. Thanks again.
Email technician: Josh, Computer Enthusiast replied 8 months ago

You're welcome!

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Email technician: bbao, IT Consultant replied 8 months ago
bbao
bbao, IT Consultant
Category: Email
Satisfied Customers: 1,986
Experience: CISM / CISSP / MCSD - Azure Solutions Architect / MCSE - Cloud Platform and Infrastructure / MS MVP
Verified

Just wondering if the customer still needs remote assistance service?

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