Can't reset android phone

My wife has an HTC android phone that originally had a paid WSA on it from a couple of years or more ago & I think now has the free app on it - She now wishes to give the phone to her sister & wants to do a factory reset on it:

However the message appears that WSA won't allow this because it's protected & for her to insert a password. She has no idea what the password is & not sure which email address it was originally registered with. I have an idea what the email is however, how do I go about finding her password?

Any help would be appreciated.

 

Not familiar with HTC, but I know I've removed other AV's from my android this way...They're usually admin protected (self protection)


Select;

"Settings"

Then choose: Location and Security

Then: "Select device administrators"

Then: unselect Webroot SecureAnywhere


Then she should be able to do a factory reset.

 

Thanks I'll give that a try, the version of WSA on the phone apparently expired some time ago & I've trawled through the emails I've used & it does not appear to be any of those so resetting the password looks unlikely.

Edit

I was able to untick WSA in admin but even after a re-boot WSA still asks for a password, I suppose it's doing it's job although as it expired some time ago I would have thought such protection would cease at the same time. I have found the install code on the phone & as I will know the security question perhaps support could reset it for me?

 

Support cannot reset the password. That's how security works. Nobody can call and pretend to be the user and get to the data on the device. Only a boot menu full reset will get you in without any data. Since that's your goal anyway, it will work well.

The only way to reset the phone is with a FULL reset via the boot menu. On an Android phone, this is generally accessed by turning the phone completely off, then holding down the Volume Down button, and while holding it down, press and hold down the Power button at the same time until the screen starts to do something. Then follow the directions on the screen. THIS WILL WIPE ALL APPS AND PERSONAL DATA OFF THE PHONE, just like if you did a factory reset from inside the phone.

 

@Techfox, thanks, I'll do that, I don't have any android devices myself being an Appelite, cheers!

Edit
Done, thanks!