Verizon help at first always just suggests a "hard reset". Verizon controls this however, so we will work that with them to see what can be done. Perhaps going into your online Verizon account and the cloud account, if you have phone enabled or get it enabled to cloud, you can back up all data? We are working that approach, but unfortunately, the one phone on my account is locked out of their on-line account and password reset gets sent to the phone (duh, a lot of good that does when phone is locked). I had an account, but was short of memory and didn't have all pic backed up. Alternate approach to try: If you have a cloud account you could rely on the backup to the cloud. There is also an Android Device Manager, but that needs to be enabled. Even if registered at Samsung, Verizon has eliminated the ability to find the phone or reset password. It lets you reset the password but this was eliminated on S7s. I've tried several ways, but all have been eliminated by Verizon, eg Samsungs "find my mobile" works on my old S5 but not on new S7s.
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