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michelleclive
michelleclive, Other
Category: Android Devices
Satisfied Customers: 5258
Experience:  Have worked on android application development and software.
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I have a new MOTO E mobile. When the technician was setting

Customer Question

I have a new MOTO E mobile. When the technician was setting it up he put in his own email to test it as I was having problems. Now everytime I wish to open Playstore I get his email. How can i remove it?
Submitted: 2 years ago.
Category: Android Devices
Expert:  michelleclive replied 2 years ago.
Customer:

Hi my name is ***** ***** i will be assisting you today.

I am sorry to hear that you are facing problem with your android phone.

Customer:

did he put a gmail account to test or some other email.

JACUSTOMER-fix9ppde- :

Hello Michelle,

Customer:

Hi

JACUSTOMER-fix9ppde- :

H

Customer:

did he put a gmail account to test or some other email.

JACUSTOMER-fix9ppde- :

Hi Michelle ( again),

Customer:

are you getting my message on the chat screen.

Customer:

did the technician put a gmail account to test or some other email account please confirm and let me know that.

JACUSTOMER-fix9ppde- :

I was having problems setting up a gmail account , it kept stating " address & password ***** recognised" It had reached the stage that every attempt with new addresses & passwords were being rejected ,too the stage when I thought the phone was faulty. The technician put in his own email which is a Hotmail account to test the phone & now i cannot remove it to access Playstore and open with my own gmail account, which has now been resolved.

Customer:

Thank you for confirming that its gmail.

Customer:

i will give you steps to follow one by one

Customer:

let me know when you are ready with the phone

JACUSTOMER-fix9ppde- :

Ready

Customer:

press the home button

Customer:

select settings

Customer:

let me know when you are there

JACUSTOMER-fix9ppde- :

ok

Customer:

scroll and look for Email

Customer:

scroll and look for ACCOUNTS and then touch to open Email

JACUSTOMER-fix9ppde- :

it does not list email under settings

Customer:

Under setting you will see ACCOUNTS click on that first

Customer:

under accounts you will see Email

JACUSTOMER-fix9ppde- :

only reference to accounts is either google or add account

Customer:

please confirm me the android version

JACUSTOMER-fix9ppde- :

4.4.2

Customer:

let me check my version allow me few seconds

JACUSTOMER-fix9ppde- :

ok

Customer:

mine is 4.2.2 so lets go back to settings

Customer:

please tell me what all is listed under settings

JACUSTOMER-fix9ppde- :

Wi Fi, Blue tooth, Data usage ,sound,display,storage,battery,Apps ,Location,security,Language&inputs Motorola Privacy ,Back up & reset ,Motorola device i d , Accounts ( Google ,Add account ) Date & time, Accessibility, printing , and about phone

Customer:

select Accounts

JACUSTOMER-fix9ppde- :

which one ,google or add account?

Customer:

select google account or google under accounts

JACUSTOMER-fix9ppde- :

ok

Customer:

now do you see the gmail account which was setup

JACUSTOMER-fix9ppde- :

From google ,under accounts , is the guys email

JACUSTOMER-fix9ppde- :

yes

Customer:

touch to select and then press the first touch key at the bottom of the phone which is on the first left hand next to the home button

Customer:

you will get option to remove the account

JACUSTOMER-fix9ppde- :

It doesn ot show my gmail account !

Customer:

it will not show your gmail account now we will have to add your account.

Customer:

did you remove the other gmail account of the technician

JACUSTOMER-fix9ppde- :

as mentioned initially the othe guys email is a hotmail ,not a gmail account & i see no means of removing it when i press the bottom left key

Customer:

but you can remove the hotmail account by following the same steps under accounts

JACUSTOMER-fix9ppde- :

when i press the bottom key it returns to the original position with items listed under accounts .there is no option to remove an account.

JACUSTOMER-fix9ppde- :

under accounts it lists privacy,search,location, Google +, and ads

Customer:

dont press the home key press the first key next to the home screen on the left but you do that when you have already selected the account to remove.

Customer:

Dont be confused its pretty simple all we have to make sure we remove the email accounts under the Accounts.

Customer:

once its clear let me know

Customer:

i have a video for you this will help you to remove the accounts.

Customer:

once you are done let me know i will give you the steps to configure your gmail account.

JACUSTOMER-fix9ppde- :

I have now pressed the bottom left key and a whole new list of options appear under the guys account detail,9 in all ,but no option to remove an account 1

Customer:

did you check the link i have just attached above

JACUSTOMER-fix9ppde- :

Are we talking of the correct key at the bottom of the phone, left is return,centre is home and right is i presume ,widgets or programmes which are currently open .

Customer:

on motorola its reverse as my samsung has

Customer:

so you use the extreme right hand side key which is the presume.

Customer:

Please check the youtube video

JACUSTOMER-fix9ppde- :

Sorry Michelle the only reference to email on this phone is to set up an email account not remove one

Customer:

did you check the youtube video i just attached the link

JACUSTOMER-fix9ppde- :

Yes ,a lot in common with my phone but as stated previously

Customer:

shall we start from the begining

Customer:

press the home button

JACUSTOMER-fix9ppde- :

ok

Customer:

now do you see email icon

JACUSTOMER-fix9ppde- :

no

Customer:

slide the screen check for an email icon

JACUSTOMER-fix9ppde- :

yes ok

Customer:

touch to open it

Customer:

you will see gmail and a regular email is it.

JACUSTOMER-fix9ppde- :

It says you can set up your account in a few steps

JACUSTOMER-fix9ppde- :

there was no reference to gmail

Customer:

This is for a regular email if you want to setup other email apart from gmail.

Customer:

this means the hotmail account has been removed on the last steps we did.

Customer:

now look for a gmail icon on the home screen

JACUSTOMER-fix9ppde- :

I will check back under settings

Customer:

look under home screen if its not there slide to the other pages to look for gmail icon

JACUSTOMER-fix9ppde- :

It is still showing under Playstore, but not under settings.when i open gmail it is to add a google account only

Customer:

click on add google account

JACUSTOMER-fix9ppde- :

ok

Customer:

follow the steps to install gmail

Customer:

put the correct username and password ***** login successully.

JACUSTOMER-fix9ppde- :

I have done this but it says can't establish a reliable connection to server. I am probably out of range

Customer:

please make sure you are withing the wireless internet range and then try it will work

JACUSTOMER-fix9ppde- :

I am in front of a wi fi hub with an excellent signal, but when i re-try it gives the same answer

Customer:

open web browser and open a website to verify you have internet access

JACUSTOMER-fix9ppde- :

no luck

Customer:

unable to browse to the internet?

JACUSTOMER-fix9ppde- :

no

Customer:

it will not work till you are connected to the internet.

Customer:

there are two things which you need to know if you phone shows strong signal of your wifi connection that means your WLAN is connected that is the internal connectivity of your wirreless router and if the router has no active internet you will not be able to browse.

JACUSTOMER-fix9ppde- :

Michelle I am going to abort and return to the shop, there have been too many items which are not quite clear. Many thanks for your help

Customer:

i would suggest you to shut down the phone power wait for 2 mins and turn it back on

Customer:

you have to check if you sim card is activated for internet service or not till then your gmail or web browsing will not work.

Customer:

returning the phone is not a solution

Customer:

you will be facing the same problem with another replacement phone.

JACUSTOMER-fix9ppde- :

Agreed but how do I check if it is activated ?

Customer:

ok

Customer:

how old is the phone

Customer:

are you using a brand new sim card on this phone

JACUSTOMER-fix9ppde- :

8 days

JACUSTOMER-fix9ppde- :

Yes

Customer:

who is the service provider?

JACUSTOMER-fix9ppde- :

vodafone

Customer:

is its a prepaid sim card you use or its in a contract.

JACUSTOMER-fix9ppde- :

contract

Customer:

11 month correct?

JACUSTOMER-fix9ppde- :

yes

Customer:

thank you for confirming

Customer:

the sim card comes with an activated data pack so you already have internet on it.

Customer:

we will check the settings now

JACUSTOMER-fix9ppde- :

ok

Customer:

press the home button

JACUSTOMER-fix9ppde- :

ok

Customer:

look for settings and touch to open

JACUSTOMER-fix9ppde- :

opened

Customer:

under settings look for Wireless & Networks

JACUSTOMER-fix9ppde- :

ok

Customer:

are you in there

Customer:

look for sim management

JACUSTOMER-fix9ppde- :

not there under settings or W & N

Customer:

looks for anything like wireless or networks

JACUSTOMER-fix9ppde- :

Under W & N it only gives Wi Fi, Bluetooth & Data usage

Customer:

no sim management found

Customer:

under settings

Customer:

no problem select wifi

JACUSTOMER-fix9ppde- :

No but I have found mobile networks under data

JACUSTOMER-fix9ppde- :

Selected Wi-Fi

Customer:

select mobile network under data

Customer:

are you using 2 sim cards

JACUSTOMER-fix9ppde- :

ok

JACUSTOMER-fix9ppde- :

No just one min sim

JACUSTOMER-fix9ppde- :

mini-sim

Customer:

ok

Customer:

when you clicked on mobile network did you see the sim as vodaphone

Customer:

it must be turned on and there will be a default settings tab under which you will see data connection

Customer:

vodaphone nust have a dot or select it "off" must not be selected

JACUSTOMER-fix9ppde- :

when i click on mobile networks it gives several items about network but no sim reference

Customer:

what are the choices under mobile network

JACUSTOMER-fix9ppde- :

Data enabled,data roaming, show mobile network, preferred network type, access point names,network operators

Customer:

click on data enabled and tell me what you see

JACUSTOMER-fix9ppde- :

Data enabled & show mobile network are both enabled

Customer:

select preferred network and vodaphone should be selected.

JACUSTOMER-fix9ppde- :

Phone wont let me back onto mob networks

Customer:

no problem every settings seems to be fine now

Customer:

try to open the browser and check if you are able to connect to google.com or yahoo.com and let me know

JACUSTOMER-fix9ppde- :

still problem with browser

Customer:

what is the error

JACUSTOMER-fix9ppde- :

just says cant load search results

Customer:

you know what, i have identified the problem.

JACUSTOMER-fix9ppde- :

well done

Customer:

all the settings are correct and good on the phone however your internet service is not enabled from vodaphone end.

Customer:

you will have to call toll free to vodaphone customer care and they will verify you account then you can tell them the internet service is not working on your sim card and they will have to activate the service pack.

JACUSTOMER-fix9ppde- :

Many thanks Michelle -maybe we talk again someday !

Customer:

do you have the number to call.

JACUSTOMER-fix9ppde- :

unfortunately no at the moment but can find it

Customer:

They are only available from 8am - 8pm and can be contacted on either 191 from your phone or 08700700191 from another line.

Customer:

I hope I've provided the information you were seeking. If you are happy with my service, effort and the Information you got, please provide a rating by clicking on the smiley below.

Customer:

Thank you.

JACUSTOMER-fix9ppde- :

Many thanks & goodbye --you will get an excellent for your patience

Customer:

Thank you.

michelleclive, Other
Category: Android Devices
Satisfied Customers: 5258
Experience: Have worked on android application development and software.
michelleclive and other Android Devices Specialists are ready to help you
Customer: replied 2 years ago.

Very Good Michelle I shall contact Vodafone and see where we go from there . I have given you 5* rating

Expert:  michelleclive replied 2 years ago.
Thank you so much.

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