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Ask Andy Your Own Question

Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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My gmail account has been hacked and the password has been

Customer Question

my gmail account has been hacked and the password ***** been changed, as has the recovery email
Submitted: 4 months ago.
Category: Computer
Expert:  Martin replied 4 months ago.

Hello and welcome.

Sorry to hear you're having trouble with your account.

How long ago did it get hacked?

May I connect with you to troubleshoot this issue directly?

Regards,
Martin

Customer: replied 4 months ago.
Help
Customer: replied 4 months ago.
Please contact by phone
Expert:  Martin replied 4 months ago.

I can help you with this via a remote session where we can chat securely in real time - do you have any idea who hacked it?

Customer: replied 4 months ago.
No
Customer: replied 4 months ago.
China? I spoke with "Google phone support". Scam.
Expert:  Martin replied 4 months ago.

I sent you a request for a remote session - if you like we can take a close look at it together.

I am a network security specialist so I'll be able to tell you straight away if it's recoverable of not.

What do you mean by "China" ?

Customer: replied 4 months ago.
how much will this cost me? $64 has been paid already. Now your site is asking for additional $39.
Expert:  Martin replied 4 months ago.

I can't see how much you're paying for your question - I don't have access to your billing info.

The amount you see in "View Offer" is how much the remote session will be, that amount I can rectify.

One moment

Customer: replied 4 months ago.
$5? I've already had everything put at risk, so paying more is suspicious, don't you agree?
Expert:  Martin replied 4 months ago.

It's the minimum the website will let me set it to. Remote sessions are usually $39 as they are a premium service.

It won't let me set it lower than $5 sorry

Customer: replied 4 months ago.
Ok. But that is poor customer service.
Customer: replied 4 months ago.
It says my transaction cannot be processed. I've just lost $64, right?
Expert:  Martin replied 4 months ago.

I understand you completely - I am just a regular user like you on this site and am paid by commission only if your problem is resolved.

Usually when it cannot be processed it means you need to call up your bank and have them let the amount go through.

We have a 30 day refund policy so don't worry about losing anything, this is a legit service and I know it can seem a little confusing if it's your first time on the site.

Customer: replied 4 months ago.
Ok. I trust you.
Customer: replied 4 months ago.
Please be honest. Are you going to sell me a virus protection program once this is resolved?
Expert:  Martin replied 4 months ago.

I don't sell virus protection programs nor do we offer any on the site but I can surely suggest some to you

Expert:  Martin replied 4 months ago.

There are a couple of free ones that do the job - we can take a look at them later if you like

Expert:  Martin replied 4 months ago.

See if you can get the billing issue resolved so we can begin with the remote session

Expert:  Martin replied 4 months ago.

Thank you. From your computer click the following link:

https://ngmt.screenconnect.com/?Session=955297a1-8a44-4a76-9e40-39116fee6ee0

Then click Join your session -->

And run (open) the program that gets downloaded Elsinore.ScreenConnect.Client

Let me know once you've done that or if you need additional steps.

Martin

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