My pin # is not recognized

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Customer

My pin # is not reconised

Posted
Ferdinand Aquino
Samsung Expert

Hello and welcome to ExpertHelp.com! My name is Ferdinand Aquino and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Samsung nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Posted
Ferdinand Aquino
Samsung Expert

Hi Scott

Thank you for waiting what samsung device are you using

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Customer

Samsung Galaxy S4

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Customer

Samsung Galaxy S4

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Ferdinand Aquino
Samsung Expert

Is it not giving you other log in option. Reset with Gmail accout?

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Customer

No

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Ferdinand Aquino
Samsung Expert

If it is the lockscreen pin. You will have to reset the phone to factory defaults. And set it back up with the same gmail account

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Customer

How do reset with no access?

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Ferdinand Aquino
Samsung Expert

Are we chatting on a computer now?

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Customer

Yes

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Ferdinand Aquino
Samsung Expert

Can we do a remote screenshare to your computer?

This is to veify you know what your gmail account is and your log in to it before we reset the phone.

And that your Gmail account is really the on linked to the phone.

Posted
Ferdinand Aquino
Samsung Expert

We can skip the remote if you are sure about your gmail account linked to the phone.

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Ferdinand Aquino
Samsung Expert

Should we proceed with the reset?

Or you want to check first your gmail account or google account on the phone?

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Ferdinand Aquino
Samsung Expert

Scott? Are you still there?

Posted
Ferdinand Aquino
Samsung Expert

Expert notes:

Call customer 

Customer cannot remember the Gmail account linked with the phone.

Resetting the phone to rid of the pin will ask for the Gmail account to set it back up.

Customer said He will try to get the Gmail account and report back.

Customer unsure of when the Gmail will be recovered.

Posted

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