Factory reset issues

[Divorcedalongtime]

Hey, I really hope you can help please.

My DD (13) forgot her password and also her Google account password. She factory reset the phone but now it’s stuck on the screen where it wants to sign into google (we have tried everything but it keeps locking for hours)
There is no option to sign into a different account or register for a new one.
I have apple rather than android so am clueless.
currently thinking I need to just buy her a new phone and start again…
help?

What phone is it? If you've done a factory reset it's essentially in the same state as a brand new phone would be.

I had a look at a video of setting up a Samsung A52 just as an example, you can see it here:

At about the 1 minute mark you can see him choosing whether or not to copy apps and data. He chooses Don't Copy and that takes him to a screen where he can sign in to or create a new Google account, you can see it at 1:04.

Are you seeing anything like that?

I would probably try to recover the old Google account, you can do that on a different device, just go to a browser here: https://support.google.com/accounts/answer/7682439?hl=en

However, either way if you can let us know what model of phone it is we'll be able to help better.

Thank you it’s a galaxy a12

we’ve tried to recover the Google account but it just will not let us

Okay, that can happen if you don't have any recovery options set (a secondary email address or phone number etc).

Here is the setup video for the A12, which is basically the same as the A52

Once you're back in, make sure you do set up recovery options for the Google Account - https://support.google.com/accounts/answer/183723?hl=en&co=GENIE.Platform%3DAndroid

Thanks we got in but couldn’t load the latest backup because we don’t know the screen password (I know I feel like the most disorganised mum ever right now)

No, unless you'd backed up the phone to the Samsung Cloud, rather than to Google, what was there before is gone for good (unless you can somehow get back into the old Google account).

Now you have a new Google account, do make sure to set recovery options as I linked above, to make sure you can always get back into it.

In addition, make sure the phone is backed up. This is how you back the phone up to Samsung (I wouldn't do this as I would doubt it will be useful if her next phone is not a Samsung) and this is how you do it to Google: https://www.helpforsmartphone.com/public/en/samsung/galaxy-a12/android-10/guides/7/Back-up-phone-Samsung-Galaxy-A12

Ah I see. Yes I understand. Thank you. We have learned our lesson. Thank you so much for all the walk throughs

No probs - hope it's smooth sailing from now on!