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Chris R.
Chris R., Computer Tech
Category: Email
Satisfied Customers: 837
Experience:  BSBA CIS, A+ Certified
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Keep getting "wrong password" on android device...I thought

Resolved Question:

Keep getting "wrong password" on android device...I thought I just changed it successfully on my desktop - but apparently I did something wrong. T-Mobile is my carrier.Have an Optimus L9 phone...Paul M.

Can you help? The T-Mobile people said I have to go to Gmail.com and change PW...actually, they were very rude and rushed me out of store.

They said I was the 20th person in the last two days to have this problem. Said my G mail account had been "hacked" and they have no idea what is going on...
Submitted: 1 year ago.
Category: Email
Expert:  Chris R. replied 1 year ago.

Chris R. :

Hello my name isXXXXX and I would be happy to assist you today.

Chris R. :

Please let me know when you are ready

Customer:

ready

Chris R. :

Hello. How are you?

Customer:

icky

Chris R. :

I looked over your question and there is something I would like you to check for me

Customer:

go ahead

Chris R. :

Please go to Google.com

Chris R. :

and sign into your Google Account

Chris R. :

not the Gmail

Customer:

ok...hold on

Chris R. :

Just click the button at the top right of the screen

Chris R. :

and then click Account

Chris R. :

and that will take you into the main Google

Customer:

stayed on page

Chris R. :

What do you mean?

Customer:

please send instructions again

Chris R. :

See if that brings you into the Google Account

Chris R. :

Does the link work?

Customer:

no. Can't sign into my Yahoo account now

Chris R. :

Would you like to start a remote screen share session? It might make things easier

Customer:

yes

Chris R. :

Ok

Chris R. :

Please download and install the program from the link below. It is called Join.Me

https://secure.join.me/Download.aspx?installer=win&webdownload=true

Run the program and select SHARE. Then once you are sharing the screen you will see a 9 digit ID number at the top of the screen. Please tell me this ID number so that I can join you.

Chris R. :

Darn

Chris R. :

hold on

Chris R. :

Ok that one should work

Customer:

Save or download?

Chris R. :

You can just have it open it

Chris R. :

or run

Chris R. :

or whatever it says

Chris R. :

It just needs to be installed

Chris R. :

which should take a minute or two

Customer:

save or cancel are options

Chris R. :

Save

Customer:

not working...tried to save to desktop...just sits there

Chris R. :

What sits there?

Customer:

the file you sent me doesnt save...

Chris R. :

Are you using Windows?

Customer:

windows 7

Chris R. :

When you clicked that link a download box came up correct?

Chris R. :

You clicked Save and then it started to download right?

Chris R. :

The setup file might be in your Downloads folder

Chris R. :

That is where everything usually goes when it download

Customer:

Yes, at the bottom of the scree - It says :"Do you want tosave DOWNLOAD_ASPX?INSTALLER+WIN&WEBDOWNLOAD+TRUE (7.75MB) from secure.join.me?

Chris R. :

and you would want to say Yes

Customer:

them lists two options: SAVE or CANCEL...there is no "YES"

Chris R. :

Sorry. I meant to just confirm if it asks

Chris R. :

So yes you would want to click Save

Chris R. :

and then it should download to your computer

Customer:

Will try clicking save again...hold on...

Chris R. :

sure

Customer:

Try saving it to desktop but no status bar or indication thsat it is saving...Again..."just sits ther"...nothing happens

Chris R. :

Ok I am not sure what is going on with that. Let me go back to what I was trying to have you do

Chris R. :

I wanted you to access the Google account page because I wanted to see if you have 2 Step Verification On

Chris R. :

If you do I would try turning it off

Chris R. :

and then seeing if you can get the password XXXXX work on your phone

Chris R. :

You should just have to click that link

Chris R. :

that I gave you or go the Google page and sign in to your account

Customer:

on my laptop or on my Android?

Chris R. :

It looks like a little blue person

Chris R. :

on the laptop

Customer:

on Android...?

Chris R. :

Everything that I have mentioned on the laptop

Customer:

OK...here gors...please bear with me I have only one arm...

Chris R. :

No rush

Customer:

save or cancel

Customer:

save or cancel only

Chris R. :

You want it to save

Chris R. :

What browser you using?

Customer:

save or cancel only...save still doen't work. There is no run option

Customer:

save or cancel only there is no run option

Customer:

help

Chris R. :

What browser is that?

Chris R. :

Internet Explorer?

Customer:

windows 7...Using IE...still save or cancel only...no run option

Chris R. :

I just did exactly what I asked you in Internet Explorer and I get the option to Run Save or Cancel

Chris R. :

Not sure what is going on there

Chris R. :

Probably best to just forget about getting the remote going for now

Chris R. :

It should be very easy to get into the Google Account. Can you try one more time to get into it?

Customer:

should I restart computer?

Chris R. :

No

Chris R. :

no need

Customer:

can you call me?

Chris R. :

Unfortunately I can not

Chris R. :

I think we can get this though

Chris R. :

Let me try one more time

Chris R. :

Go to the Google search page

Chris R. :

www.google.com

Chris R. :

At the top you see an icon of a blue figure?

Chris R. :

Do you see it?

Customer:

what does it look like?

Chris R. :

A blue person

Chris R. :

top right

Chris R. :

It will say SIGN IN if your not already signed in

Customer:

no

Chris R. :

Does it say SIGN IN?

Customer:

I am signed in

Chris R. :

By clicking Sign in?

Chris R. :

What do you see on the webpage right now?

Customer:

Now can sign into google but not mt google account, doesn't recognize my credentisls

Chris R. :

I don't follow. Your Google account user and password XXXXX XXXXX same used for Gmail

Chris R. :

What is on the screen right now?

Customer:

No, Ihave different login name and PWs for google and Gmail

Chris R. :

You shouldn't

Customer:

well I do...what should I do?

Chris R. :

What are you signed into right now?

Chris R. :

What are you looking at on the screen?

Customer:

Just "Just Answer"

Customer:

"Just Answer" email

Chris R. :

Click that link again for me

Chris R. :

tell me what comes up

Customer:

"GOOGLE ONE PASSWORD XXXXX OF GOOGLE"

Customer:

Wants my login credentials

Chris R. :

Ok yes

Chris R. :

I know what that screen is

Chris R. :

Go ahead and put your gmail address in and your password

Chris R. :

then tell me what happens

Customer:

In GOOGLE?

Chris R. :

Yes on that page

Chris R. :

enter the credentials

Chris R. :

which would be your current Gmail address you use

Chris R. :

and the password XXXXX would use to get into your mail

Customer:

ok - hold on

Customer:

worked with new GMAIL credentials, BUT I am a doctor I MUST have old Google credentials re-established as I am on call and EVERYONE has those login/contact details...CANNOT change the GOOGLE account credentisls...hat would you advise/

Chris R. :

I am not sure I understand. Are you saying you have 2 different accounts?

Customer:

Yes.

Chris R. :

Do you have 2 different Gmail addresses?

Chris R. :

Each gmail address is its own account

Customer:

Yes. I had a google account, and 5-6 months ago finslly got s smart phone, which required a GMAIL account. It had different login credentials. Everything workrd fine until my Android phone said there was a problem.

Chris R. :

I think your mixing things up

Chris R. :

With the phone you would just enter the information for the gmail account you had

Chris R. :

You did not need to make a new Gmail account

Chris R. :

That would require a different password

Customer:

Maybe...I DO NOT WANT to change my Google account...I CANNOT do this.

Chris R. :

Ok. So you have 2 gmail addresses. One is old and one is new that you made

Chris R. :

You want to get the old one working on the phone right?

Chris R. :

You do not care about the new one at all?

Customer:

ONE google accout, ONE Gmail acct.

Chris R. :

Right that is what you want

Chris R. :

but your saying you have 2

Chris R. :

If you made a new Gmail account because you thought you needed to then you can just disregard that account and use the one you always used

Customer:

Don't I need the GMAIL account for apps, etc.?

Chris R. :

When you got your Smartphone, did you go on Google and choose a new email address and added your name and other info?

Chris R. :

Did you actually remember going through the whole thing again

Customer:

no

Chris R. :

lol sorry this is getting confusing

Chris R. :

ok, so botXXXXX XXXXXne. You really only care about the gmail address that you have been using for a long time

Chris R. :

is this correct?

Customer:

OK, just checked my Yahoo account again it is working. That is essentially what I care about. if m

Customer:

y smart phone needs more stuff, I guess it will notify me.

Chris R. :

What I would do is sign out of everything

Chris R. :

For the email address that you want to use on your phone

Customer:

What do you mean?

Chris R. :

Do you know for sure what the password XXXXX XXXXX your older email address?

Customer:

Google?

Chris R. :

yes

Customer:

Yes I do

Chris R. :

Is this the password XXXXX trying to use on your phone?

Customer:

Phone (in Yahoo) never asks for a PW

Chris R. :

Forget Yahoo

Customer:

WHAT?

Chris R. :

Are you trying to get a gmail address working or a Yahoo?

Customer:

No, I NEVER use GMAIL, I understand it is there beacause smart phone needed it as a communication "portal"...I have never sent a single messahe through GMAIL

Customer:

I do use Yahoo though

Chris R. :

darn. Ok well I was trying to get your @gmail address working

Chris R. :

If your using just Yahoo you don't need the Google

Customer:

So you think I am OK?

Chris R. :

Can you get the Yahoo mail on your phone? I thought that was the issue?

Chris R. :

You were being told the password XXXXX your mail was not working

Chris R. :

You need a Google account if you want to access the Google Play store

Chris R. :

but all you would need to do to get your Mail is use the Yahoo email address and password XXXXX it

Customer:

can you send me a quick message to my yahoo account?

Chris R. :

Can you split that email address up

Chris R. :

Just Answer blocks the entire email address

Chris R. :

but if you put a space it will be ok

Customer:

a space where?

Chris R. :

Just leave the @ sign out

Chris R. :

that will work

Customer:

spetralle yahoo.com

Chris R. :

ok

Chris R. :

done

Customer:

Chris, got your message. Thank you.

Chris R. :

On your phone?

Customer:

BUT, I still get a triangle symbol at the top of my android device wich says:

Customer:

GMAIL account action required...wrong PW entered...what the hell does this mean?

Chris R. :

That is something different than the Yahoo mail

Chris R. :

You said you don't have any gmal.com addresses right?

Customer:

NO, I do have a GMAIL address. When I bought this smart phone, they said I needed it

Chris R. :

Yes

Chris R. :

If you want to use the Google Play

Chris R. :

which is where you download all your Android apps

Chris R. :

It will want a Google account before you can access that

Chris R. :

When you go to create a Google account you are essentially creating a gmail account as well

Chris R. :

So your username for the Google account will be your Gmail address

Chris R. :

and the password XXXXX be whatever you make

Chris R. :

You will then be able to access Google Play and check your Gmail

Chris R. :

I am not sure what you tried to put in for a username and password XXXXX the Google

Chris R. :

but unless it was a Gmail address and the password XXXXX made for it, it will not work

Customer:

OK. thanks....I'm out of gas here...Thanks for your help

Chris R. :

Yes it is getting a bit late and this did require a good bit of though lol

Chris R. :

thought*

Chris R. :

When you get the chance just create a google account

Chris R. :

it will all make sense

Customer:

he was vert patient

Chris R., Computer Tech
Category: Email
Satisfied Customers: 837
Experience: BSBA CIS, A+ Certified
Chris R. and 6 other Email Specialists are ready to help you

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