Updated: March 21, 2023
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by Oleksandr Kamennyi
Tech Expert & Writer
961 resolved issues
Verified Expert in:
Smartphones, Gadgets, Computers, Apps

I'm desperately need to unlock my phone

It's asking for a password and I don't know what it is

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay

*****

Nice to meet you, *****!
What phone do you have?

Customer Replay

Sky device

So it's locked by sky provider? Or just forgot a passcode?

Customer Replay

I don't know the password to open the phone.

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Is it an iPhone or Android device?

Customer Replay

Android

Got it.
What troubleshooting have you done so far?

Customer Replay

The password 🔑 I've tried all kinds of things.

You mean you tried different passwords?

Customer Replay

Yes

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Understood. After you entered it wrong a couple of times, did it offer you a hint?

Customer Replay

No nothing.

Understood.
So what is the brand of your phone?

Customer Replay

TMobile
Android 11
Elite A6

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Okay, so you would need to run factory reset of your phone.

Customer Replay

Yes

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It will clean up your phone
and also a password

Customer Replay

Yes

Could you, please follow the instructions I am going to send you, and let me know if any of the steps are not quite clear?
I'll be happy to clarify them to you!

Customer Replay

Yes

  1. First turn off your Sky-Devices Elite completely. If you cannot unlock the screen, press and hold the power button for about 20 seconds and the phone will turn off.
  2. Keep holding on volume down and power keys together for a few seconds in your Sky-Devices Elite Octa. In some devices according to the Android version the combination can be the power key and the volume key up.
  3. When the Sky-Devices logo is displayed, release the buttons.
  4. Move through the menu with the volume up and volume down keys until you reach the “Recovery Mode” option and press the power button to access.
  5. Use the volume up and volume down keys to select the “wipe cache partition” option and press the Power button to activate the option and clear the mobile cache.
  6. After a few seconds you will return to the previous screen, with the volume buttons go to the option “wipe data / factory reset” and press the power button to enter. A screen with many NO and a YES will appear, with the volume keys again go to the YES and press with the power key.
  7. After finishing again with the volume keys, click on “reboot system now” and press the power key of your Sky-Devices Elite Octa, the device will reboot and take several minutes to start while restoring the device to its factory state and optimizing the applications pre-installed in the system Android 11.
Customer Replay

I can't get the menu

Try it couple of times, please.
From the very beginning.

Customer Replay

Yes. The password has to be done first. Can't open the phone without the password.

Did you manage to turn it off, I mean your phone?

Customer Replay

Yes

And when you follow the instruction, you cannot get the reset menu?

Customer Replay

No

Understood.
Okay, power off your phone, please.

Customer Replay

Okay

once it's off press and hold at the same time volume up and power button, please.

Customer Replay

It's off

Customer Replay

I've got a very small settings.

Good
So choose the recovery option

Customer Replay

Got it

What do you have now?

Customer Replay

I chose recovery

Customer Replay

It's showing different options.

choose wipe data/factory reset

Customer Replay

Got it
Do I reboot

once it's done, system reboot.

Customer Replay

Ok

Customer Replay

I think I have it.
What network is it

Once the phone is on, it should offer to set it up, and should be able to get into it.
It's asking to set up your network, if you are at home, so it should be your home Wi-Fi.

Customer Replay

Yes

Choose your home network

Customer Replay

Trying

Customer Replay

Getting my phone ready

Good.
Let me know once it's done, please.

Customer Replay

Okay

Customer Replay

Asking for password. Do I make up a password

What password is it asking? Is it asking to create?

Customer Replay

No I have to put in previous password

So the issue is not resolved?

Customer Replay

It's asking to put in a password.

Can you take a picture of it and send it here, in this chat?

Customer Replay

Now it's getting my account info

Customer Replay

I've got it. Thank you so much. It's working.

Perfect.
I am so pleased to see your issue got resolved!

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