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Jason
Jason, Computer Expert
Category: Computer
Satisfied Customers: 10487
Experience: 
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cannot get my aol password XXXXX reset screen keeps asking same

Customer Question

cannot get my aol password XXXXX reset screen keeps asking same questions over and over i am being phished and need to get in top aol mail to transfer my address book to my new yahoo account what can i do
Submitted: 3 years ago.
Category: Computer
Expert:  Jason replied 3 years ago.

Computer Extraordinaire :

Greetings,

Computer Extraordinaire :

If I understand correctly, are you stating that password XXXXX process is not working for you?

Computer Extraordinaire :

Can you please, elaborate on what you mean when you say that it keeps asking the same questions over and over again?

Customer:

yes have tried it at least 10 times and it asks me for my security questions, which i provide, and then asks me the same security questions over and over and i provide them but it never goes beyond the security questions

Computer Extraordinaire :

Ok, does it indicate that the answers given are incorrect?

Customer:

i am astupid rookie but i am at a loss

Customer:

yes, it accepts the answers

Computer Extraordinaire :

Ok, I am confused...

Computer Extraordinaire :

So, it says that it is the correct answers, but repeats the question?

Customer:

let me rephrase it accepts my answers but keeps repeating the questions

Computer Extraordinaire :

Ok, thank you for that.

Customer:

sorry to be obtuse

Computer Extraordinaire :

- Click the following link: http://myaccount.aol.com/
- Click the Forgot Password XXXXX on that page and attempt to follow the steps on that page once more to reset your password.

Customer:

can i do that without losing my line to you?

Computer Extraordinaire :

Yes

Customer:

ok here goes

Computer Extraordinaire :

Click the link and it will open a new page.

Computer Extraordinaire :

If you do lose me, you can always login to this site again and continue communication with me.

Computer Extraordinaire :

I will wait while you do that

Customer:

this is a free aol mail account by the way, and i clicked on the forgot password XXXXX and nothing happens is there a way i can just get my original pass word from aol mail?

Computer Extraordinaire :

There is no way to "just get your password" back from AOL.

Computer Extraordinaire :

You must complete the reset process.

Customer:

shall i try again

Computer Extraordinaire :

Which Internet browser are you using right now?

Customer:

what is a browser again

Computer Extraordinaire :

Internet Explorer, Firefox, Mozilla, Opera, Etc

Customer:

internet explorer

Computer Extraordinaire :

Ok

Computer Extraordinaire :

Does nothing still happen when you click the forgot password XXXXX?

Customer:

i will try again

Computer Extraordinaire :

thank you

Customer:

ok i answered the security questions put in and verified the new password XXXXX it went back to the beginning of the security questions to ask them all over again

Computer Extraordinaire :

Here is the sequence:
1) You answer the questions
2) You create a new password
3) You create new security questions

Computer Extraordinaire :

Do you see what may be going on?

Computer Extraordinaire :

I think you are currently in step 3 where it asks you to create the new security questions in case you forget the password XXXXX the future again.

Customer:

i did not create new security questions

Computer Extraordinaire :

Yes, what I am saying is that you have reset the password.

Computer Extraordinaire :

The second set of questions is asking you to change the currently saved answers for the security questions you already have saved.

Customer:

ok but why is there no acceptance screen indicated to tell me that i can now log in

Computer Extraordinaire :

Because that is not how it works.

Computer Extraordinaire :

You have changed your password XXXXX how you must change the security answers to your questions.

Computer Extraordinaire :

In short, please "answer" THE QUESTIONS on that page once more and you will be done.

Customer:

ok will try again brb

Computer Extraordinaire :

Thank you

Computer Extraordinaire :

This time, please finish the process.

Customer:

ok i did it three times and still ended up back at the security questions could there be something in the computer that is disabled and the passwrd change is not being processed properly?

Computer Extraordinaire :

It sounds like you may have an issue with the Internet Explorer program that you are using.

Computer Extraordinaire :

Do you have another browser you can use to do this with?

Customer:

what do you suggest i try for a browser

Computer Extraordinaire :

Here, lets try this...

- Click the following link: http://www.google.com/chrome
- On the resulting page, click the Download Google Chrome button.
- Download, save, and install that file.
- Open Google Chrome (Click the Start button > Programs > Google Chrome > Google Chrome
- Within the Google Chrome browser, go to the http://myaccount.aol.com/ link and reset your password XXXXX that page

Computer Extraordinaire :

Please, do that.

Customer:

ok may take me awhile sorry

Computer Extraordinaire :

That is no problem

Computer Extraordinaire :

Please, let me know when that is done.

Computer Extraordinaire :

I will be standing by.

Customer:

done it and still does not work

Computer Extraordinaire :

ok

Computer Extraordinaire :

I do not know what is going on.

Computer Extraordinaire :

Please, clarify.. I understand that you do answer the questions, they are accepted, you do reset the password, it is reset, then it asks for the questions again? What happens if you answer the questions again?

Customer:

nothing just returns to the security question screen

Computer Extraordinaire :

Ok, "nothing" and returning to the question screen are two different things.

Computer Extraordinaire :

Does it state anything about the questions being wrong or the zip code being wrong or anything?

Customer:

returns to security screen no it accepts the answers i did have to retype the part where it asks you to enter the words again as i made an error

Computer Extraordinaire :

Ok, it sounds like you have an issue with that actual computer allowing you to complete the process.

Computer Extraordinaire :

Do you have another computer you can do this on?

Customer:

no

Computer Extraordinaire :

Please, go through the reset process once more.

This time, walk me through each step and tell me what it says.

Computer Extraordinaire :

But do NOT tell me what you put down for the answers.

Computer Extraordinaire :

Does that make sense?

Customer:

ok

Computer Extraordinaire :

Ok, please walk me through what you see on each screen.

Customer:

ok i opened google chrome and have a screen that shows my most visited sites

Computer Extraordinaire :

Ok, please go to the password XXXXX site and start

Customer:

the aol password XXXXX site?

Computer Extraordinaire :

Yes, the password XXXXX site that we have been work with for over an hour.

Computer Extraordinaire :

Here it is again: http://myaccount.aol.com/

Computer Extraordinaire :

Click that link and then click the Forgot Password XXXXX please.

Customer:

ok i am there

Computer Extraordinaire :

And now you are going to tell me what you see on each page as you navigate through it and reset your password.

Customer:

ok

Computer Extraordinaire :

Thank you

Customer:

screen says let me help you reset your password

Computer Extraordinaire :

Ok graet

Computer Extraordinaire :

great*

Computer Extraordinaire :

Please, continue.

Customer:

ok

Customer:

entered the security answer and now the next security screen is up and needs to be answered

Computer Extraordinaire :

Ok. Please, do so.

Customer:

k

Customer:

have done the next two screens and am at the enter your new password XXXXX i have done

Computer Extraordinaire :

Ok

Computer Extraordinaire :

After you enter your new password, which options are you given?

Customer:

am back at the lets reset your password XXXXX

Computer Extraordinaire :

Ok, sorry for the confusion. When i asked which options you were given, I was not telling you to click any button and leave that page.

Computer Extraordinaire :

I am trying to figure out what you are doing to cause your results.

Customer:

ce i have to end the session sorry thank you and shall be glad to pay you for all you time

Jason, Computer Expert
Category: Computer
Satisfied Customers: 10487
Experience: 
Over 10 years of professional experience.
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