04-10-2019 10:37 AM
04-10-2019 10:55 AM
Welcome to the Best Buy Community forums. I’m sorry to hear that you are having issues with your new phone, both the software issue and the missing part.
It sounds like the previous Google account used on the phone wasn’t properly removed. That means that you’ll need to swap that phone out, as I don’t believe that there’s a way around that lock.
Please send me a private message, through the link in my signature, with your name, email address, phone number, and the order number or customer service PIN from the bottom of your receipt. I can then look into the best way to get this processed.