Locked out when changing the pass code

#1

**What phone do you have?**Moto E 2nd generation

**What plan are you on?**text, talk, and data

Does your plan include data, or just talk & text? yes data

Issue Description

my wife tried to change her pass code pattern today. She did the pattern once and then tried to repeat it and could not do it the same way. She is locked out. how can we get back in and either do the same pattern or make a new one?

#2

Unfortunately, when a PIN/Pattern is forgotten the only choice is a full factory reset of the phone. You’ll have to follow the directions here: How to Perform a Factory Reset for a Moto E2 and G3 While Powered Off – Republic Help and you’ll need the Google Account and Password that is currently on the phone to get back in to it after the reset.

#3

thank you, what will happen to all of the ph#s that are in her phone?

#4

If they’re connected to her google account (you’d see that here https://contacts.google.com) then they’ll resync to the phone when you connect to that google account after the reset. If they’re not there, then I’m afraid they’ll be gone.

#5

Ok, we will give it a try and hope for the best.
Where are the steps to take for the factory reset found?

#6

Here is the link I provided above: How to Perform a Factory Reset for a Moto E2 and G3 While Powered Off – Republic Help

#7

Ok, thank you.