How do I unlock my Google Account?

Hello Community,

My 12 yr old son forgot his password and was unable to get into his Kyocera Brigadier. He went and backed up all of his data and did a hard reset of the phone which is now requesting that he input his google account info. This is where the problem begins because after keying in his email and password, the following screen is the same one asking for him to put his info! [removed] How do we get around this?

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Message edited by Verizon Moderator

Accepted answers

Verizon_Support

Hello bigal172,

We definitely want him to be able to access his phone again. The devices have new security features enabled to prevent theft and fraud. In order to sign back in, he will need to use the Google account and password that was originally set up. Here is a link for assistance with changing a forgotten password: https://support.google.com/mail/answer/41078?hl=en

ChristopherM_VZW
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All comments

bearone21

did he use password recovery??

bigal172

He says that he did try that and he was going in circles going over repeated attempts and so he gave up and did a factory hard reset. What he did not know was that if you have device protection on, which he did, he is automatically locked out of his phone for 24 hours. Well it's been 24 hours and we still cannot get into his phone. Gonna call Verizon and see what can be done. Thank you Bearone 21.

Verizon_Support

Hello bigal172,