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Bryan
Bryan, Customer Service
Category: Android Devices
Satisfied Customers: 1445
Experience:  Working with HTV Evo 4G, develop android applications for personal use,
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i changed my phone password XXXXX cant remember it

Resolved Question:

i changed my phone password XXXXX can't remember it
Submitted: 3 years ago.
Category: Android Devices
Expert:  replied 3 years ago.

Bryan :

My name is XXXXX XXXXX I will be assisting you today.

Bryan :

What is the make and model of the phone? And, have you tried the Google password XXXXX?

Customer:

Hi Brian

Customer:

It's a Motorola X and I'm not sure what the google password XXXXX is

Bryan :

Ok. Do you remember the email address you used when you setup your phone?

Customer:

yes.

Bryan :

What is the part following the @ symbol?

Customer:

gmail.com

Bryan :

Excellent. One second please.

Bryan :

Go to this url: https://www.google.com/accounts/recovery/

Bryan :

Then click the "I don't know my password" button

Bryan :

From there follow through and answer the questions the best you can. You can reset your password XXXXX it has been verified that you are the owner of the account.

Bryan :

Or wait ... is this a security code on the phone itself?

Customer:

yes it is. My daughter changed it this morning and can't remember what it is so she can't get in to her phone

Bryan :

ahhh ... ok. Unfortunately the only way to recover is to do a factory reset which means that you will need to reinstall any apps that you purchased or installed after it's done. The data on your SD card will be safe though. Is that ok?

Customer:

That's fine. How do we do that?

Bryan :

Here are the instructions:



  1. Turn off phone

  2. Press and hold Power key + Home hard key to power on the phone and bring up a triangle with an exclamation point inside next to a green Android graphic.

  3. Press both Volume buttons down together to show the Android recovery menu.

  4. Use volume buttons to scroll up or down in this menu. Highlight "wipe data/factory reset"

  5. Tap Power button hard key to confirm the selection.

  6. Handset will ask you to "Confirm wipe of all user data"

  7. Select "Yes -- delete all user data"

  8. Tap Power button hard key to confirm the selection and start wipeout of phone, handset will begin to format handset showing progress with multiple lines of ellipses (....)

  9. Handset may take from 5-20 minutes to format.

  10. When format is complete, Tap Power button when prompted to reboot (Reboot system now will be highlighted)

  11. You will see either an open box and the green android graphic when handset is rebooting (or the red DROID eye graphic).

  12. Handset will be cleared of previous personal data, and you will need to start over with initial set-up process.

Bryan :

This is going to take a few minutes. Just let me know if you run into any problems.

Customer:

Hi Brian

Customer:

That didn't work I'm Afraid.

Bryan :

Where did it get hung up?

Customer:

I didn't see a triangle with an exclamation mark come up

Bryan :

hmmm ... turn the power off, press and hold Home, then press and hold Power. Tell me what happens.

Customer:

it doesn't have a home button

Bryan :

You said this was a Motorola X, right?

Customer:

yes

Bryan :

1 minute

Bryan :

Is it the Droid X or Moto X?

Bryan :

Both by Motorola

Customer:

moto x

Bryan :

ahhh ... ok. 1 minute.

Customer:

there is a menu on the phone now

Customer:

normal recovery

Customer:

recovery

Customer:

factory

Customer:

barcodes

Bryan :

Ok. Use the volume buttons to go down to "Factory", then select it with the power button.

Customer:

ok.

Customer:

done that

Bryan :

ok, did it show anything new?

Customer:

no

Bryan :

Scroll up to "Recovery" and press power again

Customer:

it's turned off

Bryan :

Oh! I'm sorry, it's the VolUp key to select the option.

Bryan :

Ok. Here are the complete instructions.

Bryan :

1. With the phone powered off, press the VOL DOWN KEY for 2-3 seconds then POWER key then release.


2. The device will display different BOOT OPTIONS


3. Use the VOL DOWN Key to SCROLL to Recovery and VOL UP Key to select

Tip: If the device reboots, you may have waited to long to make a selection, you will need to begin the process again.


4. The device will display the Motorola logo and then the Android in distress ( logo with Exclamation mark)


5. Press and hold the VOL UP key for 10-15 seconds. While still holding the VOL UP key tap and release the POWER key


Tip: You can try this step, holding the phone in landscape. If you are stuck on step 6, try a force reboot by pressing the Power key and Vol Down key, and start the process again.


6. The device will display additional menu options (Text will appear in BLUE)


7. Use the VOL DOWN Key to scroll to Wipe data / factory reset and the POWER Key to select this option


8. Use the VOL DOWN key again to select YES - delete all user data and press the POWER key to CONFIRM


9. Once the Formatting is complete, press the POWER key to confirm a REBOOT


10. The device will reboot and start the normal power up sequence

Customer:

I'm afraid it's still asking for a passcode!!!!

Bryan :

You made sure to do Step 7, correct?

Customer:

i'll try again

Bryan :

Ok

Bryan :

1. With the phone powered off, press the VOL DOWN KEY for 2-3 seconds then POWER key then release.
2. The device will display different BOOT OPTIONS
3. Use the VOL DOWN Key to SCROLL to Recovery and VOL UP Key to select
Tip: If the device reboots, you may have waited to long to make a selection, you will need to begin the process again.
4. The device will display the Motorola logo and then the Android in distress ( logo with Exclamation mark)
5. Press and hold the VOL UP key for 10-15 seconds. While still holding the VOL UP key tap and release the POWER key
Tip: You can try this step, holding the phone in landscape. If you are stuck on step 6, try a force reboot by pressing the Power key and Vol Down key, and start the process again.
6. The device will display additional menu options (Text will appear in BLUE)
7. Use the VOL DOWN Key to scroll to Wipe data / factory reset and the POWER Key to select this option
8. Use the VOL DOWN key again to select YES - delete all user data and press the POWER key to CONFIRM
9. Once the Formatting is complete, press the POWER key to confirm a REBOOT
10. The device will reboot and start the normal power up sequence

Customer:

I think you may have a success here!!!

Bryan :

Very good! Glad to hear it. :)

Customer:

Thank you so much for your help Brian!

Bryan :

Anytime. Take care. :) And please don't forget to rate my service before you go. :)

Customer:

I have given you an excellent!!! :-) x

Bryan and other Android Devices Specialists are ready to help you