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Ask Joel Kalman Your Own Question
Joel Kalman
Joel Kalman, Electrical Engineer
Category: Android Devices
Satisfied Customers: 981
Experience:  I am an MIT graduate with a Master of Science Degree in Electrical Engineering from UC Berkeley.
Type Your Android Devices Question Here...
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It's just wondered if you've had any luck with my problem

This answer was rated:

It's Susan just wondered if you've had any luck with my problem
Customer: replied 9 months ago.
I must have locked the phone I think I put all the questions to go on open I'm so stupid I'm sorry.
Customer: replied 9 months ago.
Cannot get past emergency calls but can get calls in
Customer: replied 9 months ago.
I'm getting worried that I'm not going to get an answer
Customer: replied 9 months ago.
Can you possibly give me some idea what I can do please
Customer: replied 9 months ago.
Thank you so much from Susan

Hello, I am pleased to have the opportunity to assist you. My name is ***** ***** I can help you solve your problem.

Hello. I am pleased to have the opportunity to assist you. What is the make and model of your smartphone? Who is your wireless carrier?

Joel Kalman and 2 other Android Devices Specialists are ready to help you
Customer: replied 9 months ago.
Hello Motorola moto G5
Customer: replied 9 months ago.
EE have I answered correctly I'm not sure about these things

Hi Susan,

It looks like you have forgotten your screenlock passcode. Can you explain exactly what happened?

Customer: replied 9 months ago.
I tried to get wallpapers and I think I possibly switched on everything that I should not have and now I cannot get past the emergency message.

Do you have a screenlock pattern or PIN number or password ***** you placed on your smartphone that you or someone else needs to enter to unlock it?

Your phone has a fingerprint sensor. Have you entered your fingerprint to lock the screen?

Customer: replied 9 months ago.
I am sure no password ***** put in I did put my thumb on but now it will not unlock I'm so sorry
Customer: replied 9 months ago.
When you text me to tap it just goes to emergency.

Set up fingerprint security

  1. Set up a backup screen lock (pattern, PIN, or password).
  2. Touch Settings > Security, and touch Fingerprint.
  3. Follow the onscreen instructions to scan your fingerprint using the sensor on the bottom front of your phone.

This is the recommended fingerprint setup procedure. Did you set up a backup screenlock(pattern, PIN, or password)?

Customer: replied 9 months ago.
No didn't know I had to shall I just throw it out the window.

No worries. We can always perform a factory reset of your smartphone. However, your device will be wiped clean of all personal data, such as contacts, calendars, photos, music, files, and apps.

Customer: replied 9 months ago.
please i would be truly grateful if you could thank you

Have you tried using both thumbprints? Maybe you are using the wrong thumb. Have you unlocked the phone with your thumbprint successfully before this happened?

You have to rub ur thumb vertically over the sensor.

Customer: replied 9 months ago.
Same thumb. Tried that nothing happened.

Okay. Just wanted to be sure. There is something else that you need to know. You need the gmail address and password ***** you originally used to register your smartphone. This information is associated with your smartphone forever. It is required even after a factory reset. There are ways to get around a forgotten password ***** resetting the password ***** your gmail account. But you must know the gmail address. Do you know it?

Do you know the original gmail address which was used to register your Moto G5?

Is your device fully or nearly fully charged?

Please have your device connected to your charger during the factory reset procedure.

Customer: replied 9 months ago.
I am sorry I cannot think I got the phone from car phone warehouse by phone and had it delivered the next day. What I gave the person that was arranging it was***@******.*** and I think Snow Whiteand7dwarves but my brain is not in its right place at the moment.

Here is the factory reset procedure using the hardware keys:

  1. Ensure the device is powered off.
  2. Press and hold the Volume Down button for 3 seconds. While still holding the Volume Down button, press and release the Power button.
  3. From the "Boot Mode Selection Menu" screen, select Recovery.
    Utilize the Volume Down button to scroll through the menu options and the Volume Up button to select.
  4. From the "Android system recovery" screen, press and hold the Power button then press and release the Volume Up button to display the menu options.
  5. Select wipe data/factory reset.
    Utilize the Volume buttons to highlight and the Power button to select.
  6. Select Yes -- delete all user data.
    Allow several seconds for the factory data reset process to complete.
  7. Select reboot system now.
    Allow several minutes for the reboot process to complete.

We can work with this email address:

ID: ***@******.***

PW: SnowWhiteand7dwarves

Please let me know when your factory reset process is complete.

Customer: replied 9 months ago.
I cannot get the menu to come up I must be so stupid
Customer: replied 9 months ago.
I cannot get the menu up I will give it another try.

It is not that easy. You are doing fine. I will send you a link to an illustrated webpage.

Use this link to go to the illustrated webpage using your browser:

It looks like you are having trouble with the steps 1-3.

Here is a link to a really good YouTube video that shows you exactly what to do and how to do it:

Please stop whatever you are doing and watch this video:

I know that you will be able to do it after you see this!

Customer: replied 9 months ago.
I did I did it. Took me a long time just got to put contacts in. I cannot thank you enough you must have a lot of patience to put up with me. You are a gentleman. I send you my best wishes and may the stars shine brightly on you forever. From Sue.

Oh, Sue, you are so welcome! I am really glad that worked out for you. No problem with patience. I thought I lost you. You have really made my day. Have a wonderful night. And thank you for choosing Just Answer.