Problem re-setting Google Pixel 4a for sale

DIYhelp76

Hi

I hope someone might be able to help.  We have a Google Pixel 4a which we have factory reset as we want to sell it. 

Following he factory reset it is asking for verification from the original Gmail account.  We have passed this step, however unfortunately there is a second layer - because this was a phone belonging to a child, there was a parent account attached to it.  The phone says it is has to send a security message to the DEVICE that was used to create that parent's Gmail account.  The problem is this device (a Galaxy 53 or something) is a device that none of us recognise and don't have access to.  We tried instead logging in to the parent's Gmail account on a laptop to see if it sent the security message there, but it has not.  It seems to insist we must use the original DEVICE to pass the verification step, when we don't have that device.

Please does anyone know how we can fix this?  We would like to completely remove the Gmail account details and run factory reset again, so we can safely sell the phone. 

Many thx in advance.

k_man

Can you login as the parent on another device, and remove this one from the Family?

DIYhelp76

Thanks. I'm not sure how to do that.  What happened unfortunately was that the child set up their own "fictional" "parent"..... 

We have the log in details for the "parent" and we are able to log into that Gmail account - so can we remove that DEVICE from there?  If so pls can you explain how to do this?  No-one in the family recognises the Galaxy 53 device that the Google Pixel says it is sending the verification step to.

Sorry - complicated!

k_man

I wouldn't delete the Galaxy 53 yet, that may leave the parent account orphaned too!

Can you check what options are listed, for the parent account, in:

https://myaccount.google.com/signinoptions/two-step-verification

And when the reset device prompts to send a message to the parent to the Galaxy 53, is there any option to verify by a different method?

DIYhelp76

Many thanks k-man.  

We will log in to check what options are listed in the parent account and report back later. 

On the reset device prompts, there is an option which says "can't use your phone?".  We tried that, but unfortunately it just leads to another page which says "Why you need your phone - you're trying to sign in on a device Google doesn't recognise. For your security use your phone to show it's you signing in and not a hacker". 

We're not hackers! But have no idea what this Galaxy 53 device is that they are sending messages to.  No one in the household has one of these!

Marmaduke123

Did the Galaxy 53 belong to a friend of the child?