My ** year old daughter got locked out of her phone (Samsung Galaxy Luna Pro) (the scre...

GetHuman2148278's customer service issue with Google from February 2019

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The issue in GetHuman2148278's own words
My ** year old daughter got locked out of her phone (Samsung Galaxy Luna Pro) (the screen said the following: Device Locked: This device is locked because *****@***.com was removed without a parent's permission). After several unsuccessful attempts to fix the issue ourselves and with google customer service, she decided to do a factory reset on the phone in hopes that we could just start all over. No luck, as I'm sure you know, because of Google's FRP lock. No worries, we thought, we'll just set it back up again........yeah, not so much.**So here is where we're at:*-we select English as the language*-we connect to the home wifi*-we put in her email (*****@***.com*-we put in her password*-it then asks who will be helping her set up her phone ......so we select my husband's email (*****@***.com)*-here's where we run into trouble: we enter his password and a box pops up and says "the password was recently changed and that we must wait ** hours to try again. The thing is, he hasn't changed the password and has no trouble logging into his email account when he views it on his phone or laptop. So, just to be sure, he changed the password. We turned her phone off and left it for almost ** hours. Then we tried setting her phone up again with his new password.....the same box came up saying that we must wait ** hours since the password had been recently changed. But we've already waited close to ** hours. So what are we doing wrong?? **This has been an issue for several weeks and it needs to be resolved today. She needs her phone for after-school activities, not to mention we're paying a cell phone bill for a phone that is useless. **Please help!! *Thanks so much **
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Google

Customer service issue
Reported by GetHuman2148278
Feb 6th, 2019 - 3 mons ago
I have an issue with Google too
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Seen by 6 customers so far
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GetHuman2148278 started working on this issue
Feb 6th 6:27pm