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I can't get into my account to get into my phone and a lock…

Customer Question
I can't get into...

I can't get into my account to get into my phone and a lock came on my phone that I did not put on it so I can't get into my phone

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

No Just my phone

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

Yes phone #(###) ###-####

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

Yes this lock showed up I didn't put on it so I have been bypassing it by going through my gmail now I can't open it at all

Submitted: 25 days ago.Category: Email
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Answered in 3 minutes by:
5/30/2018
Email technician: Isaac Franklin, Support Technician replied 25 days ago
Isaac Franklin
Isaac Franklin, Support Technician
Category: Email
Satisfied Customers: 1,835
Experience: Technical Support Coach at Liberty Tax Service
Verified

Hi, my name is ***** ***** welcome to JustAnswer. I'll be the one to assist you with your question regarding your phone. I apologize for the extended wait time you experienced, I've only just come online now and would like to assist you with your question."

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Email technician: Isaac Franklin, Support Technician replied 25 days ago

What is the make and model of your phone?

What email is attached to it?

What does the screen look like when you turn phone on exactly with message/color etc?

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Customer reply replied 25 days ago
Euro force ad by kyocera
Email technician: Isaac Franklin, Support Technician replied 25 days ago

What email is attached to it?

What does the screen look like when you turn phone on exactly with message/color etc?

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Customer reply replied 25 days ago
No
Email technician: Isaac Franklin, Support Technician replied 25 days ago

What email is attached to it?

What does the screen look like when you turn phone on exactly with message/color etc?

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Customer reply replied 25 days ago
I do not want securely connect
Email technician: Isaac Franklin, Support Technician replied 25 days ago

What email is attached to it?

What does the screen look like when you turn phone on exactly with message/color etc?

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Customer reply replied 25 days ago
there is a big box lock with numbers on it
Customer reply replied 25 days ago
I'm not getting any answers and can't click on your questions and this stupid secure account crap popped up I did not ask for
Customer reply replied 25 days ago
I did not ask for securely connect
Email technician: Isaac Franklin, Support Technician replied 25 days ago

Ok, i have saw this many times before. Sometimes it is a corrupted update and needs to be reset. Other times a password ***** can do it. Do not use any characters like * or ) or - etc.

Go to another device, browser and go to gmail.com. Then sign into your gmail and change the password ***** this.

https://support.google.com/mail/answer/41078?hl=en

Make sure the phone has data/wifi and put in the new password. Reboot if it doesnt take it. Then reply back.

(ignore remote request. that is automated by system)

My goal is to give you the best experience possible! I hope I have earned a 5 star rating! Please remember to rate my service by selecting the 5 stars at the top of the screen before you leave today. If you need more assistance, please use the reply box and let me know. Reply with any and all errors or concerns referring to your technical issue.

Thank you,

~Franklin

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Isaac Franklin
Isaac Franklin
Isaac Franklin, Support Technician
Category: Email
Satisfied Customers: 1,835
1,835 Satisfied Customers
Experience: Technical Support Coach at Liberty Tax Service

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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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