First, it is important to back up all the information on the phone. You can either move it to a SD Card, a computer, or a cloud service such as Google Photos or Google Drive.

When you do a reset, also you will have to check there is enough battery on the device, so the reset is completed succesfully.

Verify if you know the password of your gmail account before doing a reset if your device is an Android phone.

• Marvin