Moto z play won't accept the correct password!

[Android Central Question]

I accidentally selected an app I didn't want to use, so I quickly switched over to the correct app, which apparently caused my phone to freeze. None of the buttons worked so I tried restarting it, but it was slow to restart so I tried it a few other times in a row. Finally got it to reboot but now it's not accepting the correct password. I've tried a number of things to fix the error, including a soft reset, but nothing has worked.

Please help. Why did this happen? What do I do now?
Thanks

 

[belodion]

Try Safe Mode. Tell us if no go.

 

[B. Diddy]

Welcome to Android Central! What was this app you didn't want to use? Do you mean you installed an app unintentionally?

 

[mzroboto]

Thanks B Diddy - I meant selected by tapping on the wrong icon that was right next to the actual icon wanted to tap on. So I opened the weather app by accident, then quickly hit the back button before it fully loaded, to open the actual app I wanted to use, then it froze. Hope that makes sense.

 

[B. Diddy]

See if wiping the cache partition helps: https://motorola-global-portal.custhelp.com/app/answers/indevice_detail/a_id/113289/p/30,6720,9835. Or booting into Safe Mode, as belodion mentioned: https://motorola-global-portal.custhelp.com/app/answers/indevice_detail/a_id/113301/p/30,6720,9835

 

[mzroboto]

Thanks again B Diddy (and belodion) wiping cache didn't work and rebooting to safe mode still required password so now I'm on the 8th attempt. I tried to remotely reset through Device Manager but my subscription doesn't grant me access to that feature. I use my phone for business so I simply cannot factory reset. I'm so puzzled as to why this would even happen? If I knew it was a possibility, I wouldn't have my security settings so high lol. I can't even read my notifications as they are coming through. Sigh.

 

[B. Diddy]

Google's Find My Device will only let you create a new PIN/password for a device remotely if it didn't have one to begin with. If it already had one set, then Find My Device will simply activate that lock and let you know that creating a PIN/password isn't necessary.

Since you haven't mentioned it, I assume you either didn't have fingerprint unlock set up?

 

[mzroboto]

I do have it set up but after I reboot my phone the finger unlock feature is only enabled once I enter my pincode. And sorry I meant Gsuite Admin Manager. I'm still doing research, I'm on my last attempt. I figure there HAS to be a workaround since it is 100% the correct password I'm using so I figure there is just a glitch somewhere that I can fix/bypass.

 

[B. Diddy]

Sorry, I don't know much about G Suite. Try going to this help page and then click Contact Us at the upper right to talk or chat with someone: https://support.google.com/a/?hl=en#topic=7570177

 

[mzroboto]

Thank you *SO* much for your help B.Diddy! I did connect with them yesterday, that's how I found out I couldn't reset remotely. I'm going to contact Geek Squad, I'm stubborn and at this point it's more than just being worried about losing valuable data. Factory reset will mean defeat!