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Hi Jennie. Thank you for your question! It's hard to say without knowing the situation fully. However, there are situations like this where the only way to come out with a functioning phone is to reset the whole thing. This sometimes can mean losing data. If you would like, you can head into your local Best Buy store and talk to one of our mobile specialists to see if anything can be done. You can find information about your local store at www.bestbuy.com/storelocator.
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