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help please!

charlie13
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hi,

ive just been sent a samsung j5, used to have a htc, and i cant get it working. 

ive put the microsim in but when i turn it on it says i need to insert sim. Also, i cant get through the set up, ive put my details in to sync to google (definitely all correct details, ive checked on other devices) but it comes up saying "this device was reset. to continue sign in with a google account that was previously synced to this device"  😕

can anyone help? 

xx

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charlie13
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from O2, they sent it when my old one went for repairs.

 

think ive figured out the sim card problem, think i have a nano, not a micro. x

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Cleoriff
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@charlie13First question to ask is, where did you get the phone from?

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charlie13
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from O2, they sent it when my old one went for repairs.

 

think ive figured out the sim card problem, think i have a nano, not a micro. x

View solution in original post

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Cleoriff
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@charlie13I was about to say that. The J5 needs a micro. If you are near to an O2 store just pop in and get a new one or order online. You could even ring customer services and order one https://www.o2.co.uk/contactus

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charlie13
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cool, will that solve the problem with signing into google too or is that a seperate issue? x

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Cleoriff
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@charlie13 wrote:

cool, will that solve the problem with signing into google too or is that a seperate issue? x


If you have the correct sim, everything should be able to be transferred over with no problems.

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MI5
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@charlie13 wrote:

cool, will that solve the problem with signing into google too or is that a seperate issue? x


No, it won't I'm afraid.

It has factory reset protection enabled and the only way to clear this is to login with the previous owners Google account details.

If this is a replacement from O2, send it back as it's no use to you at all in  it's current state.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Cleoriff
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Ah yes @charlie13 I forgot the first part of your post. Obviously the phone belonged to someone else and is asking for their sign in details. That's a problem and as said by @MI5, is no good to you at all. slight_frown

Couldn't the op do a master reset themselves @MI5?

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charlie13
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hmm, ill have to get on to customer services then. Thank you all very much for your help xxx

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MI5
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@Cleoriff wrote:

 

Couldn't the op do a master reset themselves @MI5?


It will still keep asking for the original Google details no matter how many times it's reset.

It's part of the theft prevention protection.

The previous owner should have signed out of their Google account first before resetting to get round it.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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