1. Windows Central Question's Avatar
    When I access the "store" on my Lumina 640 phone and click on an app, then click on install a user name appears that I don't recognize. I have no idea on what the password would be, so I haven't been able to download any apps.
    I've tried to reset the phone, but when I input my Microsoft account and password I get the notification "couldn't turn off reset protection.
    Any help would be appreciated.
    09-21-2016 11:19 PM
  2. abhishek singh21's Avatar
    When I access the "store" on my Lumina 640 phone and click on an app, then click on install a user name appears that I don't recognize. I have no idea on what the password would be, so I haven't been able to download any apps.
    I've tried to reset the phone, but when I input my Microsoft account and password I get the notification "couldn't turn off reset protection.
    Any help would be appreciated.
    you have to disable reset protection first, to do that log into your mirosoft acccount on a PC. the account should be the one your device is connected with.

    go to account.microsoft.com/devices you will see the following:

    sssssss.jpg. .
    You will get an e-mail that you turned it off, and another once you reset, that has turned back on. If you don't turn it off you would need the recovery key to complete the reset, which you can get from your account on the web under find my phone. This keeps someone from resetting and using your phone without your permission/assistance.

    Further you can reset your device, and set it up again. Report back if your issue rises up again :)

    Join our forums to stay up to date with your threads, Join HERE:> http://forums.windowscentral.com/ask...community.html
    Last edited by abhishek singh21; 09-22-2016 at 12:06 AM.
    09-21-2016 11:49 PM
  3. Chintan Gohel's Avatar
    When I access the "store" on my Lumina 640 phone and click on an app, then click on install a user name appears that I don't recognize. I have no idea on what the password would be, so I haven't been able to download any apps.
    I've tried to reset the phone, but when I input my Microsoft account and password I get the notification "couldn't turn off reset protection.
    Any help would be appreciated.
    was the phone originally yours and set up by you? If you were given the phone by someone, they may have enabled reset protection - you'll need to contact them for the password
    09-25-2016 08:15 AM

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