What can I do if the phone won't take my Google account and password?

The Factory Reset Protection (FRP), also known as Google Lock, is a feature installed into all Android phones with 5.1 Lollipop or higher and is fully supported by Google. If you have any questions about the service or issues with your Google account ID or password, please contact their customer service.

The Google Lock will trigger when either a hard key reset or factory data reset is done on a device that has a Google (Gmail) account logged in on the device at the time of the reset.

The Google (Gmail) account logged in at the time of the reset must be used to access the device. If multiple accounts were logged in, the first account that was added must be used.

The phone must have an internet connection (via Wi-Fi wifi or mobile data) for it to connect to the server. Verify your credentials, and bypass the lock. If the phone does not have internet connection, then it will NOT bypass the Google Lock - even if the credentials are correct.

If you have forgotten the Google (Gmail) account information, please proceed with the following steps:

1. Access https://support.google.com from a computer.
2. The message “How can we help you” will display on the screen. Select the “Gmail” icon from the icon that appear below.
3. A list of troubleshooting solutions for possible issues will display under "Browse help topics." Select the appropriate help topic from the list.
4. Enter the required information. If the information is entered correctly, you will be provided with the account information or have the option to reset the password.

NOTE: When resetting the password, there is no guarantee that it will update and allow account authentication when you enter the information to get past the reactivation lock.