Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Nice to meet you, *****!
Do you mean it's a Samsung A20 phone, is it correct?
yes it was my sisters old phone that she has given me
Alright, thank you! May I ask you why you would like to reset it? Or would you like to have it like a new one?
im not very technical, i wnt to remove all her stuff
Alright, got it, *****
May I ask you, is your phone turned on at the moment?
Alright, in such case, let's try to reset it from Settings
*****, may I ask you to open on this phone:
Take your time, please
Alright, thank you. Do you have there option Factory Data Reset option?
Could you please press on it, then press on Reset option again
Great! If you have option 'Delete all' press on it, please
ok it is saying i need to connect to wifi
Hmm, alright, could you connect this device to you home Wi-Fi ?
ok i will try
Should I guide you, or do you know how to do it, *****?
i have connected wifi
Alright, so is it connected at the moment?
yes so i have gone back deleted all
Alright, so you press on Deleted all options, is it correct?
it is asking me to verify
but is using my sisters email
I'm sorry, is it asking for password or PIN?
Alright, may I know what does it say?
to continue, use your emil account to verify its you. tap the button below to send a verification email but it has my sisters email addy
Alright, because she setup this phone, *****, and its asking for an email. May I ask you, do you know what is the email or could you ask your sister about it?
yes i will have to ask her tomorrow as it is 12.30 at night
Alright, got it! So, we can continue tomorrow, or we can try to reset it using another option. What would you like to try, *****?
what information will i need from her
You have to ask her for her email, she used to set up this phone. Then, when you enter the email, it will send the code. You or your sister have to open this email and check the code
If you don't want to wait, we may try another option to reset the phone, it may bypass the email
Sure, take your time, please
ok lets try to bypass first
Alright, may I ask you to turn off your phone?
ok i have done that
Alright, may I ask you to press and hold simultaneously the volume up and power button until you see Android Recovery Message on the top ?
ok i have that
Thank you. May I ask you to use the volume down button and select Wipe data/Factory reset ?
Alright, may I ask you to press Power button to select Wipe data/Factory reset ?
Thank you. Then select Factory data reset with volume down button, then press on Power Button
Alright, it should say on the bottom Data wipe complete. Do you have it?
Alright, then select Reboot system now and press Power button, please
ok it is loading...i think
Let's wait, please
it says welcome with blue start button
Alright, could you press on start, please?
Alright, so, what does it say now?
a few legal items to review
Alright, so you have to press Agree, Next, Yes if you have these options
it is checking for updates
Alright, thank you
says copy apps and data
May I ask you what options can you select there?
dont copy or next
Select Don't copy, please
asking me to sign in
Does it say Sign in with your Google Account?
just signing in i need to create new password
Hmm, alright, take your time
just working my way through
Thank you, *****, keep me updated
ok im finished
Great job. May I ask you what does it say on your screen?
front with camera my files etc
I'm sorry, are you able to select Next, Skip or OK there?
no it has the google bar, play store, apps etc
Hmm, I'm sorry, *****, what does it say on the very top of this page?
Visitor uploaded: image.jpg
Oh, well, so you are ready to go! As I can see the phone is set up
yes , thank you for your help
Great! Thank you for your time, *****
Can we consider this case solved?
yes i am very happy
Thank you for your time
Is there anything else I can do for you at the moment, *****?
Thank you, *****
I am so pleased to see your issue got resolved!
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