Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Nice to meet you, *****!
You forgot PIN for your phone, correct?
You forgot PIN for your phone, correct?
Customer Reply
I guess it work for several days
Got you
What is the model of your phone?
What is the model of your phone?
Customer Reply
Where do I look
Do you have an Android phone or an iPhone?
Customer Reply
Android
Got you
Customer Reply
How do I do that
*****, can you please check what is written on the back of your locked phone?
Does it say Samsung, LG or any other brand?
Does it say Samsung, LG or any other brand?
Customer Reply
Has a big M
Motorola
I have sn#
Motorola
I have sn#
Noted, thank you for the details!
Customer Reply
*****
Motorola GP *****
Motorola GP *****
Thank you!
*****, do you see an option "Forgot pattern" on your locked phone?
*****, do you see an option "Forgot pattern" on your locked phone?
Customer Reply
Nothing
Got you
*****, did you use your Google Account on your Motorola phone?
*****, did you use your Google Account on your Motorola phone?
Customer Reply
The 4 digit code was ***** it just stopped working
As far as I know I never used Google
Some of my apps may have
As far as I know I never used Google
Some of my apps may have
Did you log in with your *****@gmail.com to Google Play and other Google apps?
Customer Reply
No Google account
*****, if you forgot your PIN for unlocking your screen, you need to erase your phone, set it up again, and set a new screen lock.
But all the information on this phone will be deleted, to recover it you would need to sign in with your Google Account
But all the information on this phone will be deleted, to recover it you would need to sign in with your Google Account
Customer Reply
How do I sign into Google my phone is locked
You would need to erase it first through the factory reset and then you will be able to sign in back
Do you only have this account *****@gmail.com?
Do you only have this account *****@gmail.com?
Customer Reply
It will not let us back into the phone
This is the only way how you can get back into the phone, you will erase all the details from it and it will be like brand new
Customer Reply
I already erased
The phonehas been erased
The phonehas been erased
Could you please clarify how did you erase it?
Customer Reply
There is a date
A lock symbol
A small phone for emergency calls
A lock symbol
A small phone for emergency calls
Got you
Customer Reply
Unlock for all features and data
I told you already my son put lock PIN on the phone
Then he did a factory reset
I told you already my son put lock PIN on the phone
Then he did a factory reset
After erasing your phone, did the phone show you an option to log into your Google Account?
Customer Reply
NO
There is a small lock on the top of the screen
A line
There is a small lock on the top of the screen
A line
*****, you would need to perform a factory reset again
It wasn't done correctly
Please, follow the instructions below:
1. Turn off the phone.
2. Press and hold the Volume Down button and the Power button at the same time until the phone turns on.
3. Press the Volume Down button until you see the Recovery mode.
4. Press the Power button to restart in Recovery mode.
- If you see an Android robot with a red exclamation mark, press & hold the Power button and, while holding it down, press & release the Volume up button.
It wasn't done correctly
Please, follow the instructions below:
1. Turn off the phone.
2. Press and hold the Volume Down button and the Power button at the same time until the phone turns on.
3. Press the Volume Down button until you see the Recovery mode.
4. Press the Power button to restart in Recovery mode.
- If you see an Android robot with a red exclamation mark, press & hold the Power button and, while holding it down, press & release the Volume up button.
Customer Reply
Then emergency call with a circle around it. That is as far as it will let me go
5. Use the Volume buttons to scroll to Wipe data/factory reset, then press the Power button to select it.
6. Use the Volume buttons to scroll to Factory data reset, then press the Power button to select it.
Allow several seconds for the reset to complete.
7. Use the Volume buttons to scroll to Reboot system now, then press the Power button to select it.
Allow several minutes for the reboot to complete. If the phone doesn't finish rebooting, press & hold the Power button until the screen turns dark, then release it to power up normally.
Please, follow the instructions above and update me if you will have any additional questions
6. Use the Volume buttons to scroll to Factory data reset, then press the Power button to select it.
Allow several seconds for the reset to complete.
7. Use the Volume buttons to scroll to Reboot system now, then press the Power button to select it.
Allow several minutes for the reboot to complete. If the phone doesn't finish rebooting, press & hold the Power button until the screen turns dark, then release it to power up normally.
Please, follow the instructions above and update me if you will have any additional questions
Customer Reply
Okay please hold.
Please, take your time
I am here with you
I am here with you
Customer Reply
Thank you it worked
You are the first person that walked us though this
You are the first person that walked us though this
Great!
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
Customer Reply
God bless
Nope thank you so much
Nope thank you so much
I am so pleased to see your issue got resolved!
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