I have a unique issue with my Nexus 6 purchase on Motorola.com. I purchased my Nexus 6 and received it in the mail. After receiving the device, I was able to insert my Verizon sim and use the device. A day after receiving the device, I decided to purchase moto care on the device. I followed the steps from their website, signed into my profile and never get an option to purchase the moto care package for the phone. I have called motorola at least 5 times now to remedy the issue and they can't figure out the problem.
In addition to their website issues with purchasing the moto care package, I noticed that on my debit card statement the phone purchase was taken off of my statements and the amount I purchased the phone was not debited. While I was waiting for my phone, I saw the amount get debited off my account and now it's gone. All kinds of weird is happening with these purchases.
rester555 said:
I have a unique issue with my Nexus 6 purchase on Motorola.com. I purchased my Nexus 6 and received it in the mail. After receiving the device, I was able to insert my Verizon sim and use the device. A day after receiving the device, I decided to purchase moto care on the device. I followed the steps from their website, signed into my profile and never get an option to purchase the moto care package for the phone. I have called motorola at least 5 times now to remedy the issue and they can't figure out the problem.
In addition to their website issues with purchasing the moto care package, I noticed that on my debit card statement the phone purchase was taken off of my statements and the amount I purchased the phone was not debited. While I was waiting for my phone, I saw the amount get debited off my account and now it's gone. All kinds of weird is happening with these purchases.
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Option 1: You could try revoking the Motorola website login connect on you Google account page and re sign up.
Option 2: Sign up with a different gmail or email account on Motorola support then register the IMEI # of the Nexus 6 on that account.
I was on call support for 30 mins trying different things and the last option was the only one that worked. The first option was said to work for some people.
I tried option 2 and I still can't get to that page.
Sent from my Nexus 6 using XDA Free mobile app
Same for me
I have tried signing up for moto care about five time since receiving their offer email on Dec 5. Absolutely no luck. Once I got as far as registering the device, but it didn't like my IMEI (keep in mind that I purchased it from motorola.com). Can't even add the device My Stuff, because Verizon isn't a value in the drop down box.
Was in a chat with CR yesterday and he was unable to resolve the issue. He told me that someone from insurance would call within an hour and, guess what, nobody called.
My frustration grows, as I'm sure that the process will exceed the 30 day purchase window and for me will no longer be a valid option.
That is unacceptable and I would raise hell if this happens.
Sent from my Nexus 6 using XDA Free mobile app
Same exact thing happened to me. I've used the chat with them 3 times and called once. Still having the issue. They said i should still be able to add it on. They also said i should be able to call tomorrow and add it, but i doubt that'll be the case. This is all kinds of FUBAR and regardless, to make it good customer service, it should be added on regardless of time frame, since there is plenty of record of me trying to add it. Only makes sense.
I would hope you're right.
CS does seem receptive. However, I have been promised a call back from their higher tiered (forgot the name) CS twice now "within the hour" of my call and have gone unfulfilled. Hate to say it, but I'm having flashbacks to Comcast CS. Getting real tedious.
Same here, I get to the pop up that says "Still in Security, scroll down and select Device administrators and activate Motorola Device Policy" but that does not exist on my phone.
I have chatted and called them also, sent me through the same hoops, suppose to call me back ...
Just Got the Phone With Customer Support
Well, it seems Motorola does not have this issue figured out. I called. They promised to call me back every day that the issue is still unresolved. Hope for the best...
UPDATE
Motorola seems to be trying to address the problem. I can now type my IMEI number and get a successful response from the website. But it is a false positive because my N6 still is not showing up in MyStuff.
Here's the weird trick I used to purchase MotoCar for my N6.
I use both macs and PCs. After failure after failure on both platforms I tried one last thing. Using safari on my mac I went to the "my stuff" page. It failed to load after several attempts, like everyone else. Then I selected the entire page to be shown in the mac dashboard.
When I opened my dashboard, sure enough, there was the loaded Moto "my stuff" windowed page loaded and working. I then went to add devices and from there, within dashboard, I selected my N6 and added MotoCare.
Can anyone else try this and let me know if it works? I've been reading this thread for weeks and have been hesitant to tell others to try it because it doesn't make sense that it did work.
comprookie2000 said:
Same here, I get to the pop up that says "Still in Security, scroll down and select Device administrators and activate Motorola Device Policy" but that does not exist on my phone.
I have chatted and called them also, sent me through the same hoops, suppose to call me back ...
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I have the same issue. I can't add my phone to "My Stuff" because there is no option under Device Administrators on my device to activate Motorola Device Policy!!
I've had multiple conversations with Motorola and I've been getting the run around. Can't believe how big of a headache this has been.
I have tried everything and cant get my devices to show up under My devices. I have a ticket in and every time I call they just say that someone will call me back but no one does. Been working on this since the 14th of December.
I was able to get my device added (supposedly) just a few minutes ago. I selected "Don't Know" for my device and then entered my IMEI and on the next page rather than giving me directions to activate the "Motorola Device Policy" it simply had my IMEI in a text field with an "Add It" button. After clicking said button I was congratulated on adding my device to My Stuff...but
It still does not show up in the My Stuff page. Frankly, I'm getting pretty pissed about this....
I managed to get mine into my stuff after encountering the difficulties mentioned here. I think i added the device logged into in my motocare forums id and added the device through my profile. Make sure you are allowing popups from the moto site. Ibget the option to purchase moto care. Problem is i purchased it already when i got the device. I opened a ticket for that.
Ill try post the exact instructions i used if i can walk thru them later. I know I was on my laptop.
Well, after all the garbage I went through last night entering my IMEI multiple unsuccessful times, I logged in again this morning and had 5 duplicate devices in my stuff and was able to purchase the protection plan and remove the duplicates. It would seem the problem has been resolved... Hopefully
So it would seem the device was indeed added but there is a delay before it would show up. I don't know if it makes a difference but I could not see it in Chrome on my phone. I had to use boat browser set to desktop user agent.
Ok I was able buy moto care and got my nexus6 added to mystuff by getting my device registered @ Motorola Support Forums Device Registration.
I can't post the links
Hi guys,
I've just bought a second 8" 2016 model from ebay, unfortunately it had the google device protection enabled asking for the last used account login.
Instantly I thought the device was stolen but the seller has been very helpful and shown me the original receipt to prove he bought it.
He changed his password so that he could share his details with me and now it won't let us login to the device at all, it keeps saying use an account that has been used before on the device.
Does this mean that we're now in the 72 hour lock-down period because he changed his password, or is this a more serious problem?
I've tried a couple of the tricks to bypass this lock but neither of them work, I presume this has been fixed in android 6. e.g. the OTG workaround.
I'd appreciate any reassurance you can provide?
Cheers,
Andy
Today I received a Nexus 6 which I bought off Ebay and when I tried to log in, I was disallowed due to factory reset protection.
I contacted the seller and he kindly gave me his google account details however, he also informed me that he had changed his password whilst the phone was in transit.
I am in possession of both the old and new password but neither of them will log me in.
Subsequently, the seller informed me that there had been a new login from this device relating to the time that I was trying both the passwords despite the device not logging me in successfully.
What is our way forward as I am reluctant to return the phone as it was a bargain.
Any advice as to the correct procedure would be much appreciated.
Something is fishy here. You shouldn't have to do anything, and him providing you his password(s) is unsecure and stupid.
All he has to do is:
1)Login to his Google account on the website https://myaccount.google.com
2)Go to Device Activity & Notications (Under the Sign-In & Security section)
3)Click on review devices
4)Remove the device from his account
Boom, the phone is removed from Google's re-activation lock or whatever you want to call it. It might take up to 72 hours for the device to be re-eligible for activation without signing into his Google account.
This was apparently done before he posted the device however, the google account was not removed from the device itself.
There is a 72 hour wait from when he changed the password before it will be recognized by the device. Wait that amount of time and log in with the new password and then go in and remove the account.
Hello,
I negotiated a Galaxy Note 8 (SM-N950F/DS) through a site of collective purchases in Brazil, with invoice and all the accessories.
I did all the tests in the device and I decided to buy it, because it seemed reliable.
The device already had the factory settings, but with Android 7.1.1.
I activated automatic update in order to upgrade the android to 8.0.
I received the update and installed it. When restarting the phone, I started the settings normally, I was able to configure the Samsung Account, but when I was starting the configuration of the Google account my phone blocked.
After trying several unlock passwords, I made contact with SAMSUNG which instructed me to send the device for local service.
When I arrived at the service it was verified that my device had "transport block" and who is responsible for unlocking the device is the store in which the device was purchased.
I went to the store that was described in the purchase invoice and there informed me that the store does not perform any kind of unlock or block, so I could not solve the problem.
After several discussions with Samsung and the store, it was verified that my invoice was exchanged and that it was possibly not true.
It was from there that I realized that I was deceived by the seller of the device, because when I try to contact him, my calls do not complete and he blocked me in the social networks.
The only information I have about him is his name and the phone number that should have already been discarded.
Anyway, I realized that I would have to try on my own. Because of this, I am doing this post. I apologize for the long text above before passing the technical information, I had to explain what happened, because I do not want to pass as a thief.
After doing several research I found that the lock was being triggered by RLC.apk which is located at "/system/priv-app/Rlc/Rlc.apk" in stock firmwares.
I found an instruction that guided to freeze the performance of this app with application Ice box v3.1.9.1.
I tried the instruction, but it did not work on devices with Binary 4 (which is my case). The device continues to locked.
I talked to some technicians who told me that this is a block known as SEDA_LOG or DNP 0001. There are some companies that unlock remotely, but it does not have support for Binary 4.
With rom COMBINATION I can use some applications installed by adb, even my data network works perfectly.
The IMEI is normal, unlocked, and is out of the blacklist.
Other information is that the RMM State is Lock, FRP ON, OEM LOCK ON.
Also, when the lock screen appears a few times the message "Silent Log is not allowed for commercial version, please get the EM token".
Through the Samsung Account I can make the phone ring and even locate it, but it does not unlock.
Some failed attempts:
- flash a rom from another region (the device region is ZTO, I tried O2U)
- wait 7 days for the RMM State to disappear (not disappeared, continued locked)
- freezing the RLC app
- enter several PINs to try to unlock.
- login with my samsung account on rmm.samsung.com to try to unlock rmm, but I can not access.
If anyone can help me, or can guide me in what to do, I am very grateful.
Well, if you got scammed by some nasty person, strictly talking, the device in your hands was illegaly traded, as such, here in XDA no solution will be given or support offered, sorry, these cases appear often, and the moderators usually close the threads
winol said:
Well, if you got scammed by some nasty person, strictly talking, the device in your hands was illegaly traded, as such, here in XDA no solution will be given or support offered, sorry, these cases appear often, and the moderators usually close the threads
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I understand!
Anyway thank you.
I have a Galaxy S10 never been rooted. Recently my phone was hacked or cloned...Im not sure which of the two along with my laptop and router (dealing with one issue at a time). My phone would get abnormally hot. It had a duplicate of all my apps/system files running in the background. Find My Mobile goes to the U.S Samsung account (I live in Toronto Canada). Google's Find My Device would show up in two locations amd on Google Maps would show me being somewhere when I clearly was not. My phone was being remotely accessed as well. I changed up all my passwords and put two-step authentication on but I think it was already too late because I would get delays in getting my code or not get them at all. Then one of the codes didn't come from a Samsung number. It came from a random person in the States (I had Smart Calling on). I did a bug report and found that someone changed the voltage of my phone and the voltage of when it charges. I also noticed changes to my SIM (persist.radio.multisim.config). Then I noticed I can't register my device on my Samsung account. Which then led me to find out that im removed as the device administrator and am now on a enterprise account. I did a factory restore. I got a new sim. I didnt install the same apps from backup and my device goes back to May 16th 2020 and I see a package/kernel was loaded/installed on my phone. I also saw some things about Stagefright that I'm not sure if I should be worried about or if its normal (debug.stagefright.ccodec). i had numerous account passwords that got changed. My calls were clearly being redirected (I contacted the RCMP and it rang a law office in Washington).
I'm at a loss as to what to do. I feel violated because I just recently became a victim of identity theft and was still recovering from that. And then i lost my job because of all this because my laptop was remotely logged into my work computer and caused problems. .What do I do?