Reset my phone, forgot password and still asking. (opens in new tab)

Motorola GPlay phone, few years old\. Saw YouTube video with possible help of reset, but I can't complete the reset because the volume UP button isn't working properly\. Could I maybe get help if I take it to the Xfinity store \(Xfinity is the company phone is from\)\. Any help is appreciated\! I do a reset through Google Find my Device, and it's still asking for PW\.