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Hello Joan! Thank you for your question. I am a licensed computer / tablet professional with over ten years of experience, and I will be assisting you today.I'm sorry about the issue. What's the model of the Tab you are having issue with? Is it tab 1 or tab 2 or 3 or 4, etc.? And/or check at the back of the tab for the model, such as GT-P3110, or SM-T2100, etc.?Is it okay to reset the Tab fresh, so you can re-set it up with a new password ***** want?When you are available, please reply back at the box below to continue. Thank you,