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Ask Viet - Email Tech Your Own Question

Viet - Email Tech
Viet - Email Tech, Computer Support Specialist
Category: Email
Satisfied Customers: 35211
Experience:  Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
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I have Norton protection but somehow someone invades my gmail

Customer Question

I have Norton protection but somehow someone invades my gmail account, changes my password ***** verification details. I then use my alternative email to contact Google who provide me with an code and using that code I reset my password. However the intruder has struck again and again. Is there a foolproof method of protection my email account and prevent the intruder changing my password *****
Submitted: 1 year ago.
Category: Email
Expert:  Viet - Email Tech replied 1 year ago.
Hello! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.
I'm sorry about the issue. Do you use your gmail email on your computer only? And/or on another computer or device at another location?
Do you have a mobile phone number?
Please reply at the box below. Thank you.
Customer: replied 1 year ago.
yes, I use my gmail email on my computer only. I someones use in on other computers
Customer: replied 1 year ago.
use it*
Expert:  Viet - Email Tech replied 1 year ago.
Can I connect remotely to your computer, so I can fix the issue directly on your computer together with you? Please reply at the box below. Thank you.
Customer: replied 1 year ago.
is that an extra $27 ?
Expert:  Viet - Email Tech replied 1 year ago.
Is extra $19 okay? Thank you.
Customer: replied 1 year ago.
Can you describe some solutions that i can try first
Please
Customer: replied 1 year ago.
I have run a Norton check
Customer: replied 1 year ago.
for viruses and nothing comes up. I have reset my password ***** it still keeps getting reset
Expert:  Viet - Email Tech replied 1 year ago.
I will try. Which other computers do you use your gmail email on? Is it someone's computer or a public computer, etc.?
Do you have a cell phone number?
Please let me know. Thank you.
Customer: replied 1 year ago.
my cell number is ***** 986 123
Customer: replied 1 year ago.
It is my computer
Expert:  Viet - Email Tech replied 1 year ago.
Thank you. Can you please set up 2-step security at the Google website below:
https://accounts.google.com/SmsAuthConfig
Full details:
https://www.google.com/landing/2step/
Please reply at the box below. Thank you.
Customer: replied 1 year ago.
doing it now.
Expert:  Viet - Email Tech replied 1 year ago.
OK, please take your time, then let me know later. Thank you.
Customer: replied 1 year ago.
I have completed that.
Customer: replied 1 year ago.
However, i have done that before and overnight or a few hours later my password ***** ***** again.
Expert:  Viet - Email Tech replied 1 year ago.
Wait, if you had done it before, then 2-step verification should always be shown On. Or does it get turned Off also? Thank you.
Customer: replied 1 year ago.
Not sure, I am typing on behalf of a family member and he is unsure
Customer: replied 1 year ago.
Can we contact say tomorrow if the problem persist?
If there is not change of password ***** the next few days, then we can assume that it has worked.how does that sound?
Expert:  Viet - Email Tech replied 1 year ago.
Please make sure 2-step verification is showing On at the website below, and change your email password ***** more time at the website below also, then your email account is secure:
https://myaccount.google.com/security
Then make sure not to sign in his gmail on any other computer, except his.
Yes, please contact me again to continue. Thank you.
Customer: replied 1 year ago.
where should it show the 2 step is On?
Expert:  Viet - Email Tech replied 1 year ago.
Click on the website below:
https://myaccount.google.com/security
, then there, scroll down a bit
, then you see the option "2-Step Verification", then on the right of it, it should show the word "On".
Thank you.
Customer: replied 1 year ago.
ok it is on.
Expert:  Viet - Email Tech replied 1 year ago.
That's good. Then make sure not to sign in his gmail on any other computer, except his. Please let me know the result tomorrow or so. Thank you.
Customer: replied 1 year ago.
It is a way to change the password ***** doing lost password ***** sign on screen
Expert:  Viet - Email Tech replied 1 year ago.
Yes, the only other way to change the password ***** ***** sign in and change the password ***** the website https://myaccount.google.com/security. Thank you.
Customer: replied 1 year ago.
how do we get in contact with you after out chat.
Expert:  Viet - Email Tech replied 1 year ago.
Did you receive email messages from JustAnswer? Thank you.
Customer: replied 1 year ago.
our*
Expert:  Viet - Email Tech replied 1 year ago.
Did you receive email messages from JustAnswer in your email? Thank you.
Customer: replied 1 year ago.
not in***@******.***
Customer: replied 1 year ago.
i paid with [email protected] and getting messages on that email
Customer: replied 1 year ago.
i see the account number #87918768 and Order ID
Customer: replied 1 year ago.
Can you change the associated email to karamcramrakha
Expert:  Viet - Email Tech replied 1 year ago.
Do you see email messages from JustAnswer in your hotmail email? Thank you.
Customer: replied 1 year ago.
yes i do in my n_ramrakha
Expert:  Viet - Email Tech replied 1 year ago.
Can you bookmark this web page? And at the top of this web page, can you click on My Account, then update your email address there. Thank you.
Customer: replied 1 year ago.
Thanks for the help. We we get in contact with you if the problem persist.
Customer: replied 1 year ago.
bye
Expert:  Viet - Email Tech replied 1 year ago.
You're welcome. OK. Please let me know the result any time. Please reply at the box below. Thank you.