Tutor
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2 Messages
Google Factory Reset Protection
My cousin somehow locked herself out of her S7 since she reset it or something and now it won't let her pass the enter google account screen. She doesn't remember which google account is attached to it. Is there anything at&t can do? She said she took it to at&t and they weren't able to help her, but there must be something they can do no?
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formerlyknownas
ACE - Sage
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117.2K Messages
8 years ago
If she has multiple Gmail accounts, she can login on a computer and see which devices are using that Google account. This is a good way to remove old devices too.
Login to android device manager with the various Google ID she has, it will show all devices authorized with that Google ID.
https://accounts.google.com/ServiceLogin?service=androidconsole&passive=3600&continue=https%3A%2F%2Fwww.google.com%2Fandroid%2Fdevicemanager&followup=https%3A%2F%2Fwww.google.com%2Fandroid%2Fdevicemanager&authuser=0
Tap on the arrow to see pup up for other devices.
if if a device doesn't show here, try google security to see all devices logged in on a Google account.
https://security.google.com/settings/security/activity?pli=1
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
8 years ago
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prescripted
Tutor
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2 Messages
8 years ago
How can she get support? She doesn't remember the e-mail for the account attached to it. She remembers one that MIGHT have been attached to it at one point, but she isn't sure.
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David606
Employee
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3.5K Messages
8 years ago
Carrier can't do anything because a reset protection locked phone cannot be exchanged. This is one of those instances where knowing the account that's on the phone is of crucial importance. Because there is no other way into the phone without it. Basically it's a brick until the reset protection is passed.
It's an S7 right? So it got setup not too long ago. There is a Google account on the phone just need to find out which one. Now if the password on that account changes, it triggers a 24 hour grace period before the new password is accepted onto the phone. Google support has no phone number. You'll have to just attempt account recovery through the automated site.
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lcalle
Guru
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629 Messages
8 years ago
I would have her try bringing up a Google search page on a computer and then try the possible email and password through the login area there. If she can't get it to work that way, she'll be at a place to where she can follow instructions on "forgot username/ password" so Google will be able to help her get everything sorted out then, as long as she has a "recovery email" address she entered when she first set up her Google account to which the username and password can be sent. Once she can get in to her account online, all she's got to do is enter the exact same information on the phone and she'll be good to go.
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
8 years ago
@prescripted
I have to ask how do you have a gmail address and not remember it? I have had the same gmail since android was born.
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KearraMW
Contributor
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1 Message
8 years ago
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
8 years ago
blame california for it... Reactivation lock is like apples icloud.
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formerlyknownas
ACE - Sage
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117.2K Messages
8 years ago
The Google lock, just like the iCloud lock can only be removed by the previous owner of the phone.
Try to get your money back.
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David606
Employee
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3.5K Messages
8 years ago
The carrier has nothing to do with Google activation lock. Checking an IMEI to see if it's blacklisted is different than this.
There is nothing that can remove or fix this unless you have the Google account info. The seller knew this too and totally scammed you.
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