Stuck after factory reset

[g money2]

My son got his hands on my phone and afterwards, it wouldn't accept my fingertips id. I didn't remember the back up password so I did a factory reset. Now the phone will not recognize my email and password in the setup. I was advised by chat support to select forgot password and try a new one. Still the same result. Has anyone encountered this issue? Please help.

 

[N4Newbie]

Do you have access to a PC?

If yes, go to http://gmail.com and begin by trying to login there. If you can get that sorted out, you should then be able to do the same on your phone.

 

[g money2]

Thanks, I have confirmed that and the phone still doesn't accept it.

 

[lucianus_luciferus]

is it asking for your google account or your samsung account?

 

[g money2]

it is asking for the google account email and password.

 

[N4Newbie]

Is there a SIM in the phone and/or did you configure a Wi-Fi connection immediately after the factory reset?

The phone has to have a working data connection in order to verify your gmail account information.

 

[g money2]

There is a sim card in the phone and connected to my wifi as well.

 

[N4Newbie]

Well, then, I've got nothing else to offer except maybe try to force another factory reset.

If you can log into gmail on a PC, you should be able to do it on your phone as well. You're certain you are doing it correctly? You are entering "myaccountname@gmail.com" and your password with the correct case characters? Note: on a PC, you can log into Gmail with just the name part (you don't need to enter the @gmail.com part) but on the phone I am pretty certain you need to enter the entire email address.

FWIW, what you SHOULD have done originally was to go to https://www.google.com/android/devicemanager log into your Google account, then choose the "Lock" option to reset your phone's password.

 

[g money2]

Yes I am using the entire email address and tried another reset. On the Samsung account web page, find my device, I noticed the connection status shows off. It seems like my phone isn't registered anywhere.

 

[lucianus_luciferus]

are you sure you are trying to log in using the same google account you have used when you set up the phone when you first got it?