Hi there Suzon. My name is***** am a computer professional with over 15 years of experience with both Mac and Windows. I'm sorry that you're having this issue. It would be my pleasure to help you resolve this.
Please go to www.google.com and try to sign in there with your user name and password. Let me know, pease, whether you can sign in there or not. If you can't sign in there either, please let me know and I will provide detailed instructions for resetting the password ***** the account.
Ok. Thank you for that information. What type of phone do you have please?
OK. Thank you. There is a setting in google that we will need to change to allow pop email on your phone. Please give me just a moment to find it. That may solve the problem.
On your laptop while in gmail, please click on the gear icon for settings. Then click on on forwarding and pop mail. Please make sure that both imap and pop mail are enabled. Let me know the results please.
Also, is this a new phone? Have you ever been able to sign in to gmail with it? Are you using the Gmail app form Google Play or the built-in app on your phone? Are you able to open a web brower and sign into www.google.com on your phone?
Is this on the phone?
On the gmail page, or any google page in the top right corner you should see your photo ( is you uploaded one) or an icon of some sort. If you move your mouse over it you should see your email address and name displayed. Below that you will see a gear icon. Click on that and then on the settings options. Before we go any further, can you tell me, is this a new phone?
Ok. I understand. Please click the link below and tell me if that is your phone.
I have to step away for just a moment but will be back asap to assist you. I will continue to work with you until we have this sorted out.
Great :) I'm back too. Ok do you see "forwarding and pop mail at the top"? If so, please click there and make sure that both are enabled.
Yummy! No Problem :).
OK no worries. Let's go back to the phone. On the main screen do you see a square with a bunch of smaller squares or dots in it? If so, please touch that, then touch setup wizard.
I seem to have lost you. If you'd like, when you return I can offer a phone call for only $5 ( it usually 19 and up). That might help us to get to the bottom of this more quickly. Just let me know what time zone you're in and what would be a good time to call.