Hello, thank you for using Howly.
What is the model of your phone?
What troubleshooting have you done so far?
Tcl by metro
Been to 4 metro stores stated they can't retrieve my code
Do you mean the passcode to unlock screen?
They can't unlock
Yes
I see
You can erase your phone to unlock it
Do you want to do that?
What do you mean by erase my phone
Reset it to factory defaults
The phone would be as a new one and all data would be deleted
I DO NOT WANT YO LOOSE MY DATAS PLEASE
Noted
I do not remember my Gmail pin or code
I kwon my Gmail but not code
May I ask you if you have any other device to log in to your Google account, please?
Yes my lap top
Just to clarify, please. What data you do not want to lose, just to be sure if we can save it with google, please?
My pictures and whatsup
I got you. May I ask you to use your laptop to check if your photos synced with Google services, please?
You need to open Google Photos or open this link photos.google.com and log in with your Google account if it asks you to do this.
I got in to photos by Google what's next
Check if there are your last photos, please. To be sure you don't lose them, please.
I enter see all my photos did not came up
May I ask you to enter an incorrect pattern or PIN five times on the lock screen? You'll see a “Forgot pattern,” “forgot PIN,” or “forgot password” button appear.
Have to wait for 30 seconds each time
And no button appears, please?
No buttons appears
I'm sorry this situation happened to you, *****. Unfortunately, there are two ways to bypass your pin code to enter the right one or do a hard reset and erase it.
What'my choice please
In this situation, you can remember/guess your password or erase data on your phone including the lock screen pin code.
Erase data thanks
Just to clarify, please. Do you need help with how to do that, please?
Yes
To erase data on your phone you need to follow the next steps, please:
After you complete this instruction you need to choose Reboot to the system now with the Power button, please.
Entering wifi reset
Do you mean "wipe", please?
Just to be sure you acting in the right way, please.
Thanks got in
Great!
Are you able to access your phone now?
Yes much thanks
I am so pleased to see your issue got resolved!
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