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Google sign-in issue on smartphone

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sducos40 Posted messages 8 Registration date   Status Member Last intervention   -  
HelpiOS Posted messages 8468 Registration date   Status Moderator Last intervention   -

Hello,

I'm writing to you because I have a big problem.

My father bought a Samsung Galaxy A13 smartphone. The problem is that it is impossible to connect to Google (GMail, Play Store, etc.). When we enter the password, nothing happens, and we are prompted to re-enter the password every time. However, we can log in with the Google password from the computer.

We tried to change the password, but it requires scanning a QR code, and the phone doesn't have a QR code app (and of course we can't install one since we don't have access to the Play Store).

So I really don't understand what's going on and what to do.

Thank you in advance to anyone who can help me


14 answers

  1.
    sducos40 Posted messages 8 Registration date   Status Member Last intervention   2
     

    Hello everyone,

    In the end, the problem seems to be resolved. We went to the Orange store where we purchased the smartphone, and a salesperson identified the issue. In fact, when prompted for the password, we needed to enter the phone's unlock password and not the Google account password. Hoping we don't have any further problems afterwards...

    Thank you all again for your responses, even if they couldn't solve the issue.

    Have a great day, everyone.

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    1. HelpiOS Posted messages 8468 Registration date   Status Moderator Last intervention   11 951
       

      Thank you for the feedback.

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  2. HelpiOS Posted messages 8468 Registration date   Status Moderator Last intervention   11 951
     

    Hello,

    First, check if you are properly connected to the internet. If you're using mobile data, try switching to WiFi.

    If you are still on the welcome screen that appears when you first set up the phone, ignore the connection to your Google account for now and complete the setup.

    Then go to Settings > Software Update and install any available updates. If the phone is up to date, restart it.

    Now try to connect by going to Settings > Google​​​​​​​.

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  3. Kori-Kori Posted messages 2404 Registration date   Status Member Last intervention   413
     

    Hello,

    New or used smartphone? Another account with a different password may already be set up.

    Check in settings, Accounts and backup, Account management...

    Or in settings, Google...

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  4. sducos40 Posted messages 8 Registration date   Status Member Last intervention   2
     

    Thank you very much for your responses, but nothing works. I am connected to the Wi-Fi. For your information, this is a new phone.

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  6. Kori-Kori Posted messages 2404 Registration date   Status Member Last intervention   413
     

    I'm sorry to insist,

    Thank you for responding clearly, did you go through settings, accounts and backup, manage accounts, + Add an account?

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  7. sducos40 Posted messages 8 Registration date   Status Member Last intervention   2
     

    Yes, I did go to Settings, Account and backup, Account management, and add an account. I clicked on "Google" and at that moment it says "Confirm your identity" in large letters, then below "Enter your current password." When I enter the password and press "Continue," a message "Please try again" appears, and I am prompted to re-enter my password, and this repeats in a loop...

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    1. Kori-Kori Posted messages 2404 Registration date   Status Member Last intervention   413
       

      "Enter your current password"

      Entering the current password would mean that a password is already stored.

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  8. sducos40 Posted messages 8 Registration date   Status Member Last intervention   2
     

    Note: I also went to "Settings", "Google" and the problem is exactly the same.

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  9. sducos40 Posted messages 8 Registration date   Status Member Last intervention   2
     

    For your information, this is a refurbished phone, but I don't think the problem comes from that, though perhaps it is...

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  10. Kori-Kori Posted messages 2404 Registration date   Status Member Last intervention   413
     

    As HelpiOS says (hello), have you made sure to update all your system and applications?

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  11. Kori-Kori Posted messages 2404 Registration date   Status Member Last intervention   413
     

    If you click on the Gmail icon; do you see any initials or a photo at the top right (that would mean an account is present)?

    You can also see the seller, warranty...

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  12. sducos40 Posted messages 8 Registration date   Status Member Last intervention   2
     

    Yes, I went to the updates, and it indicates that there are no updates to be made.

    What I find a bit strange is that when I go to Settings, Account and backup, Account management, and add an account, and I click on "Google," it directly asks me for the password and not for a username beforehand... What do you think?

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    1. Kori-Kori Posted messages 2404 Registration date   Status Member Last intervention   413
       

      Certainly, an account is already present. You should check with the seller.

      After clicking on the Gmail icon, do you see any initials or a photo in the top right corner?

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    2. brucine Posted messages 24978 Registration date   Status Member Last intervention   4 179
       

      Hello,

      Everything suggests, regarding a "refurbished" phone, that the phone and especially its Google account has not been reset.

      The phone becomes unusable if the old Google ID is not provided, return to the seller for a refund (and choose another one because apparently they are not very scrupulous).

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      1. Kori-Kori Posted messages 2404 Registration date   Status Member Last intervention   413 > brucine Posted messages 24978 Registration date   Status Member Last intervention  
         

        Hello brucine, yes that's what I think too.

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  13. HelpiOS Posted messages 8468 Registration date   Status Moderator Last intervention   11 951
     

    Hello everyone,

    I agree with the responses from brucine and Kori-Kori. It seems that the account of the previous owner was not disconnected before the phone was reset, causing this lock.

    The seller can simply unlink their Google account from the phone to unlock it. Otherwise, it will need to be returned and a refund requested.

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  14. sducos40 Posted messages 8 Registration date   Status Member Last intervention   2
     

    Thank you Brucine and Kori-Kor for your responses.

    The question I was wondering is whether performing a factory reset on the phone could solve the problem....

    Thank you in advance for your responses.

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    1. HelpiOS Posted messages 8468 Registration date   Status Moderator Last intervention   11 951
       

      No, the account will still be present even after a factory reset. The only way is to ask the seller to disconnect the phone from their Google account. Otherwise, proceed with a return.

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  15. Kori-Kori Posted messages 2404 Registration date   Status Member Last intervention   413
     

    It doesn't cost anything to try, just go to settings, accounts and backup, account management... try to enter your account, or another one...

    Also in settings, About phone, Software update (at the very bottom)

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    1. Kori-Kori Posted messages 2404 Registration date   Status Member Last intervention   413
       

      Android 14?

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