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Viet - Technician
Viet - Technician, Technician
Category: Electronics
Satisfied Customers: 37435
Experience:  Electronics Tech. Troubleshoot consumer electronics devices.
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Morning, I purchased phone yesterday,came home, my husbands

Resolved Question:

Morning,
I purchased phone yesterday,came home, my husbands friend was helping me ,I changed password ***** he left , phone won,t
recognize new password, therefore cannot access my phone?
How can i gain access to re-set ?
Submitted: 11 months ago.
Category: Electronics
Expert:  Viet - Technician replied 11 months ago.

Hi,

I'm sorry about the issue. What's the model of your phone?

Please reply at the box below. Thank you,

Viet - Technician and other Electronics Specialists are ready to help you
Customer: replied 11 months ago.
Samsung galaxy A3 2016
Expert:  Viet - Technician replied 11 months ago.

Thank you. Please press & hold the Power button on the phone for about 25 seconds, then turn it back on and check.

- If that does not work, please try the following:

  1. Press and hold the Power button, then select the Power off option and confirm to turn it off for now. (If needed, press and hold the Power button for about 15 seconds to turn it off.)
  2. Press at the same time the 3 buttons Volume Up, Home, and Power until the samsung / recovery menu appears, then release.
  3. Use the Volume Down button to highlight option wipe data/factory reset, then press Power button.
  4. Use the Volume Down button to highlight option Yes ..., then press Power button.
  5. Wait a bit for the process to finish.
  6. Press Power button to reboot system now.

Please let me know if there is still any issue. Thank you,

Customer: replied 11 months ago.
Have held 3buttons as requested..still nothing...still asking me for password ????
Expert:  Viet - Technician replied 11 months ago.

Make sure the phone is powered off before holding those 3 buttons. If needed, remove the battery from the phone for 30 seconds, then reinstall it, then hold those 3 buttons.

Please click on the website below for video instructions:

https://www.youtube.com/watch?v=rQfncErDHv4

Thank you,

Customer: replied 11 months ago.
Expert:  Viet - Technician replied 11 months ago.

I'm sorry; it took me a few minutes to troubleshoot and to write. Make sure the phone is powered off before holding those 3 buttons. If needed, remove the battery from the phone for 30 seconds, then reinstall it, then hold those 3 buttons.

Please click on the website below for video instructions:

https://www.youtube.com/watch?v=rQfncErDHv4

Thank you,

Customer: replied 11 months ago.
Thank you, ***** ***** all steps as instructed...says that device was reset..asking now for emAil,which I did , saying it cannot find google account that wass previously synced to device
Expert:  Viet - Technician replied 11 months ago.

You're welcome. Did you use the same exact google (usually gmail email address) that you & your friend used to set up your new phone yesterday? Thank you,

Customer: replied 11 months ago.
Dont know gmail address Viet, all i done was enter my phone number and email address, how do i bypass this request as im no further on ??
Thank you
Expert:  Viet - Technician replied 11 months ago.

The phone requires entering the exact email address that was used to set up the phone yesterday. Do you remember that email address?

Customer: replied 11 months ago.
The only email address i have is the 1 that I have tried unsuccessfully,
Expert:  Viet - Technician replied 11 months ago.

Does it let you skip this step on the phone?

Customer: replied 11 months ago.
It is trying to authenticate for me...no account found with this email address ?
Expert:  Viet - Technician replied 11 months ago.

Can you skip this step on the phone?

Customer: replied 11 months ago.
Doesn't give me option to bypass this Viet ?
Expert:  Viet - Technician replied 11 months ago.

Does it let you create / set up a new account?

Customer: replied 11 months ago.
No Viet, every time i try to go back steps,it keeps bringing me back to ...sign in with google account ?
Expert:  Viet - Technician replied 11 months ago.

Can you check with his friend if he did set up an gmail email address on your phone yesterday?

Customer: replied 11 months ago.
Mark ,who we purchased phone from instore,done the setup before we left store...all we done at home was add notebook etc ?
Expert:  Viet - Technician replied 11 months ago.

Do you remember if Mark used your email address or another email address on your phone? Did he ask for your email address?

Customer: replied 11 months ago.
Viet, I gave him my email address which he definately used..?? As he double checked email with myself ? How come it will not give me option to bypass this stage or reset same
Expert:  Viet - Technician replied 11 months ago.

Sorry, that is strange. For security protection, the phone will always ask for the email address (google account) that was set up with the phone. Maybe he also set up a gmail email address? Can you check with Mark again? Otherwise, they need to replace the phone for you. Thank you,

Customer: replied 11 months ago.
Many thanks Viet, my husband is going to go back instore to try and attain what gmail was set up ? As he definately only asked me for my email address ..
Expert:  Viet - Technician replied 11 months ago.

You're very welcome. Yes. If there is still any issue later, please let me know. Thank you for your patience. Thank you,