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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Click to collapse
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
Okay, starting from the beginning.
I bought a slightly used Nexus 6 in excellent shape. When it arrived, I was able to set it up once (with my account, a Google Apps for Business account using my own domain); I set it up temporarily wifi only, waiting to plug in the SIM. After setting it up, I got prompted to upgrade from 5.1.1 to Marshmallow, which I did.
I'm beginning to enjoy the phone, and I look at the Marshmallow version. MRA58K. So, I find that MR58R is out and I decide to upgrade, following the instructions to flash stock recovery. So far, so good. I begin the fastboot process, and it is writing all the files, when it reports it cannot flash the bootloader, it is locked. I missed this part of the step because I was distracted by other events going on in my house, and instead of rebooting the phone at this point to try and unlock the bootloader, I go into recovery mode and tell it to wipe the phone.
The phone wipes, and boots back up as if normal. That is, until I get to the spot where I need to sign in with my Google account. I try signing in with mine, and I can't - I'm told I need the owner account. Great. So I contact the seller, who is a decent enough guy, who trusts me enough to give me temporary access to his account, in the event that's the problem. I can't get in with his account either. Note for my account, I have not reset the password in a long time, and from what the phone seller told me, he has not with is either ( I'm aware of the 72 hour delay if you do).
The phone shows up as a device in my Google Apps for Business account, but I cannot contact it in any way from there. I've tried "fastboot oem unlock" from the SDK tools, but it fails. I can't get past the prompt asking me to log in. Any one who can offer some help here, I'd really appreciate it; if I can get in just once, I know I can fix anything else. I just don't know how.
Additional note - I did manage to remove the phone from the previous user's Android Device Manager, as I have the account credentials. This, however, has not resolved my issue.
I don't get it --I was able to register the phone with my account the first time I set it up. I'm not sure why it doesn't let me sign in with that account now. I had the phone operational for twelve hours before flashing, so I'd think the link between my Google account and it would be just fine.
I just spoke with Google Store support:
Apparently (according to them), regardless of whether you reset your Google account password or not, factory-resetting the phone means the 72-hour wait period until you can get back in begins unless you have removed your Google account from the phone (and/or with Android Device Manager) prior to the factory reset. This was contrary to my understanding of this only happening if you changed the password shortly before resetting the phone.
I guess I'll find out in about two and a half days; I'll update this thread then.
A few weeks ago after Google I/O I decided to give the N Beta preview a try. I enrolled my phone and everything worked fine. However over the last week or so I've been getting a lot of app crashes and slowness that has been frustrating so I decided to roll back to Marshmallow and un-enrolled my Nexus 6 from the program. Immediately my phone started downloading the latest Marshmallow software update and after reading the warning that all data would be deleted from the phone I installed the update.
Once installed the phone activated the cellular service and the Welcome Screen appeared. I then connected the phone to wifi and was prompted to enter my Google account (email address) and password which it seems to accept but then I get a message that pops up that states "Please sign in using one of the owner's accounts for this device". and it bounces me back to the screen asking for my email address again.
I have 2 google accounts that I've used on this phone and neither seem to work. I have clicked on the "Need help finding your account?" link and answered the questions and I get a window pop up that states " Verify your number Google will send a one-time text message to confirm that (xxx)xxx-xxxx is yours." with the options to verify or try another way to sign in. Verify does nothing, since I can't get in the phone to check the text message they are trying to send and "try another way to sign in" sends me to g.co/recover which has a bunch of options for recovering a lost account but not how to fix this issue I'm having with the phone not recognizing my correct Google account.
So I am really sure where to go to get help to get back into my phone.? Any help or direction would be greatly appreciated. Thanks.
First things first - You may be tempted to try to change your google password - I'd suggest not doing that - if you do that, you'll not be able to sign in to your phone using that ID for 72 hours.
Now, do you have 2 factor authentication set up? Do you have backup codes printed? (if not, can you use your computer to get to your google account, and get a backup code? Use that).
If you only have the SMS option, move the SIM card to a different phone and get the one time code, and then, move the SIM back to your Nexus 6 and sign in with that.
Edit: weird that you are running into this issue - this would happen only if the Gmail ID you are signing in with now is different than the one you used when you signed in to the N preview, or earlier
jj14 said:
First things first - You may be tempted to try to change your google password - I'd suggest not doing that - if you do that, you'll not be able to sign in to your phone using that ID for 72 hours.
Now, do you have 2 factor authentication set up? Do you have backup codes printed? (if not, can you use your computer to get to your google account, and get a backup code? Use that).
If you only have the SMS option, move the SIM card to a different phone and get the one time code, and then, move the SIM back to your Nexus 6 and sign in with that.
Edit: weird that you are running into this issue - this would happen only if the Gmail ID you are signing in with now is different than the one you used when you signed in to the N preview, or earlier
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I'm using the same google account to try to sign in to the phone now as I used with the N preview, so I really don't understand why it's such an issue.
Unfortunately I think I screwed myself up. Initially I thought that my password was wrong (I wasn't paying attention) and I did change it, so based on what you say I will have to wait until Sunday morning to do anything.
I do have 2 factor set up and can get into my Google account on my computers and my Nexus 7 but I don't think it's is helpful at this point since I did change the password. Additionally I don't have a 2nd phone to move my SIM card to.
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.
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?