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Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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I can't get into it. It has been a backup, and I've not used

Customer Question

I can't get into it. It has been a backup, and I've not used it for some time. When I key in the old password, I'm told it is incorrect. And, not being able to log on, I can't access any change data. I have a second laptop that I am using to communicate with you. Help!
JA: Have you tried having password ***** directions emailed to you?
Customer: Where would I go to do that
JA: Have you installed any updates recently?
Customer: Not on that computer
JA: Anything else you want the computer expert to know before I connect you?
Customer: The email address that appears under my login name, is not the one I'm currently using, which only complicates things more.
Submitted: 4 months ago.
Category: Computer
Customer: replied 4 months ago.
the old sign in was
***** ********@******.***
password ***** either
barbara921 or
rIchard 921 possibly riChard921
Expert:  Josh replied 4 months ago.

Hi! My name is ***** ***** I will be assisting you. Let's get started!

Expert:  Josh replied 4 months ago.

What is the email address that you need help with?

Customer: replied 4 months ago.
that is part of my problem.
The last time I used the computer I was using ***@******.***
but that does not show up on the login screen
Expert:  Josh replied 4 months ago.

What shows up on the login screen?

Customer: replied 4 months ago.
If you can, but I'm now sure how you will get into it as I can get beyond the lonin screen
Expert:  Josh replied 4 months ago.

What shows up on the login screen?

Customer: replied 4 months ago.
the date and time with a rainbow background.
when I touch the pad I get two boxes on a blue background.one is : ***** ***** (with "signed in" in blue benearth
the other is FredAnderson
Customer: replied 4 months ago.
Are you still there?
Expert:  Josh replied 4 months ago.

Yes, I am here.

Are you able to sign into one of the accounts?

Customer: replied 4 months ago.
No, I cannot sign into either.
Customer: replied 4 months ago.
I just got a call from AMX who did not honor the second charge of $39. that happened in the middle of our interactions.
Where are we now?
Expert:  Josh replied 4 months ago.

If you wish to use remote assistance then you can request it again since the payment failed

Customer: replied 4 months ago.
How can you connect to that device when I can't get into it?
Expert:  Josh replied 4 months ago.

The offer that you are referring to is an automated offer and not a request that I have made.

If you enter the password ***** 3 times in a row, do you see an option for a reset with Apple ID?

Customer: replied 4 months ago.
No.
Customer: replied 4 months ago.
Sorry, I've got to go.
thanks for trying.
fra
Expert:  Josh replied 4 months ago.

You're welcome!

You can come back here anytime if you wish to continue at another time

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