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Can't unlock my own phone! Moto G won't recognize me.


Playing with security settings on my new Moto G. Entered a pattern and didn't want to use that for unlocking but it comes up anyway, I've tried the few I played around with, but no. Next, it shows I can enter my e-mail and password if I've forgotten shape, easy solution, no. When I type in my e-mail/username then password, phone tells me username or password is incorrect. I've tried the password I use to access Koodo self serve, which works every time, password I use to access G-mail, as username is the same, and even pin given me by Koodo, all to no avail. I've called but, of course, they are closed. Please help.

6 replies

Userlevel 7
Badge +4
It would be your Google email & Password you used when you first set up your phone, it has nothing to do with Koodo. If it fails you can make sure you have the correct login credentials for your Google Account by trying to log in on your computer and check that your using the correct credentials and if you are and it doesn't work you will have to do a factory / hard reset with a volume and power buttons combination then select reset from the list you are given with tapping the power button to make your choice .
I know how this is "supposed" to work but . . . I've tried unlocking my phone as I said in my question, by using e-mail and password used when I set up my phone. I've gone every which way within Google, verifying all info, even changed my password, which works everywhere else. Google, in verifying my cell phone, was so kind as to send a text to my cell so I could unlock my telephone??? If I concurrently hold volume and power button down the screen goes black, I have the choices of "power off" and "airplane mode" or a picture is taken. I suppose I will have to go to the salesperson . . . I'm pulling my hair out and almost in tears with frustration.
Userlevel 7
Badge +4
https://motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/97329/p/30,6720,9050
Userlevel 7
Badge +4
Thanks Timo I should have been more specific with my hard reset instructions like this .
Timo, you are my hero of the day!!! External reset was what I needed to do, thank you so much for the help. This phone is a learning experience - my first one. Also thanks to Paul, I now see what you were trying to convey.
Userlevel 7
Badge +4
Glad it worked. Have a great day and DFTBA.

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