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Martin
Martin, Network Engineer
Category: Computer
Satisfied Customers: 2482
Experience:  10+ Years ExperienceCCNA Network EngineerA+ Net+ Linux & Windows OSC++ Programming
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I am a 76 yr. old woman who cannot get onto her email

Customer Question

I am a 76 yr. old woman who cannot get onto her email account because my password ***** saved to enter though google chrome, and my chrome account was somehow deleted and it won't reload. I cannot remember my password ***** have spent the last three days trying I vain to get back on. I have no idea where to turn, and all my airline travel documents are stored on the email. I have gone through the lengthy process of solving the letter/number puzzles, etc. and have entered the code they sent to me, but still I am told it will take 30 days to be reinstated, and I'm not even sure I understand how that will happen. I don't have a smart phone, and the phone number associated with my account is our home number in California and we are currently at our home in Arizona. What can I do? Genie ****** **********************
Submitted: 1 year ago.
Category: Computer
Expert:  Randy Computer Tech replied 1 year ago.

I am sorry to hear that you are having this issue.

Do you still have the cell number ending in 16?

If yes, can you receive a text on it right now?

If yes, what is the full 10 digit cell number ending in 16 please?

Customer: replied 1 year ago.
The ********** number is ***** a cell phone, it is a land line in our California home. My cell phone number is **********, but it is not a smart phone and I have never received a text on it.
Expert:  Randy Computer Tech replied 1 year ago.

okay. is anyone at the California number that can receive the call now?

Customer: replied 1 year ago.
no
Expert:  Randy Computer Tech replied 1 year ago.

okay do you have a recovery code for that email?

Your recovery code is 25 characters long and looks like this: XXXXX-XXXXX-XXXXX-XXXXX-XXXXX.

Customer: replied 1 year ago.
No
Expert:  Randy Computer Tech replied 1 year ago.

okay, answer each of these security questions please>

First Name

Last Name

Birth

Month

Day

Year

Answer your security question: Mother's birthplace

Other passwords you've used for this account

Email info

Subjects of your recently sent emails (one per text box)

Names of any folders you've created, other than default folders like Junk, Drafts, or Sent (one per text box)

Email addresses of contacts you've recently sent emails to (one per text box)

Billing info

Last five digits of your Xbox Live prepaid card number

Name on credit card

Last four digits of the credit card number

Expiration date

Customer: replied 1 year ago.
Frances ******
**********
Bryan, Texas
Past passwords -- *****************
addresses for Tecla ****** and Gail ******
no folders
************ I think is her email address
Billing info??
No xbox
Eugenia ******
****
****
Expert:  Randy Computer Tech replied 1 year ago.

do you have access too the gmail account? [email protected]

Customer: replied 1 year ago.
Expert:  Randy Computer Tech replied 1 year ago.

what is the full gmail address please?

Customer: replied 1 year ago.
it is my husband's email
Expert:  Randy Computer Tech replied 1 year ago.

okay, I am going to send a code to that gmail, let me know the code when you get it please.

Customer: replied 1 year ago.
Expert:  Randy Computer Tech replied 1 year ago.

that code didn't work. Are you sure that you typed it correctly. are there any other codes in the email?

Customer: replied 1 year ago.
but that is the most recent
Expert:  Randy Computer Tech replied 1 year ago.

I just resent the gmail, let me now the new code please.

Customer: replied 1 year ago.
Expert:  Randy Computer Tech replied 1 year ago.

okay, there is time limit. The request to change your password ***** expired. I will send another. Let me know as soon as you get it. It expires in a few minutes.

Customer: replied 1 year ago.
ok
Expert:  Randy Computer Tech replied 1 year ago.

I just resent the gmail.

Customer: replied 1 year ago.
Expert:  Randy Computer Tech replied 1 year ago.

okay, this is the messsage from hotmail.

Because you turned on two-step verification, you need up-to-date security info to sign in to your account. During the waiting period you will not be able to sign in to sites or services with your Microsoft account, but will be able to sign in to devices or use your existing app passwords.

You can avoid the wait by:

  • Using a trusted device. If you have a device that doesn't require codes, use it now and update your security info.
  • Finding your security info. Any chance it isn't entirely lost? If you can find it, use it now to re-enable your account.
Customer: replied 1 year ago.
This is what I knew already. I did the steps you did before I contacted you. I don't know what they mean by a trusted device that doesn't use codes. This is the same message I got from them.
Expert:  Martin replied 1 year ago.

Hello Genie, welcome to JustAnswer my name is ***** ***** I'm one of the experts who will be assisting you today.

Sorry to hear you haven't been able to get your problem solved yet.

I could recover the account from your computer by finding your actual password.

May I start a remote session so we can work on the problem together from your computer?

Please reply using the box below.

Regards,
Martin

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