Found time on May 20, allowing opportunity to setup recently received phone from your company. As expected, a bit time consuming and record searching and after setting password, went a bit farther, and shortly, turned off phone. A bit later, tried to open (via password) without success. Spent the next hour or so, trying to identify the problem and today, spent the better part of an hour with Tayrell at our local Target. He made numerous efforts to gain access, then to re-set (erase) all fill-ins to date, (including password) to no avail. Said to contact Consumer Cellular, request a shipping container, and exchange. Please advise. Richard Bader 1418 Centennial Road, Fort Collins, Colo. 80525 User's recommendation: Merely attempting to rectify my problem At this point, merely want a reply.