Can't figure out why a Tecno K7 Spark won't connect to its owner's Google account

[Fulani Filot]

Hi everyone, I have an inquiry from someone about a "Tecno K7 Spark" phone that somehow (don't know exactly what went wrong) had itself reset so to say; I had a look at it and its back to to initial setup sequence where you provide your Gmail username/password to register its Android via an internet connection.

Trouble is, its not accepting the Gmail username/password of the owner; it keeps giving a weird response (see pics included). Can anyone help me interpret whats going on with it as I'm a Samsung person just trying to help out with a Tecno device (unchartered territory for me)? Thanks.

 

[pkcable]

Sounds like this......

https://support.google.com/nexus/answer/6172890?hl=en

 

[B. Diddy]

Who's the owner? Was it always their phone, or did they get it from someone else? The phone is expecting the Google account and password that was associated with the phone prior to the factory reset. If the owner got the phone from someone else and never did a factory reset, then it's the account from that someone else.