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Locked out MOTO Z Play
KEVHAW55
Enthusiast - Level 2
‎07-17-2017 06:24 PM

I'm locked out of my MOTO Z due to forgetting my password. Have gone thru all security questions to try and reset. No luck.I've run thru hours of csv reps. and tier II tech support. No real help and a big lack of knowledge on this phone. many just put me on hold and then you hear the discconect. So professional... Have been to the verizon store twice. Was told if I couldn't remember the password there was nothing they could do.

Anyway,   my question is how can I get my phone unlocked if the security questions aren't working? I'm about ready to mail it to their Corp. headquarters with a certified letter.  Very StReSsEd 

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Re: Locked out MOTO Z Play
vzw_customer_support
Customer Service Rep
‎07-19-2017 06:34 PM

KEVHAW55, I can understand your concern regarding being locked out of your phone.  We will do what we can to help you get back into your phone.  Let's try doing a full factory reset while phone is turned off: http://vz.to/2tIX25X

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Re: Locked out MOTO Z Play
vzw_customer_support
Customer Service Rep
‎07-19-2017 06:35 PM

Hi KEVHAW55,

I'm so sorry to learn of the trouble you're having by being locked out of your device. I'm always on my phone, so I would feel the same way.  Let's find a fix. I did some research via the manufacturer. Is there a button on the bottom right that says "Forgot Pattern?" Here's the information from the manufacturer: https://motorola-global-en-uk.custhelp.com/app/answers/detail/a_id/50203/p/30,6720,7331 I hope you find this helpful.

ChristinaB_VZW

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If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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