Hi there and welcome
Has she actually ever used this gmail account before for sending or receiving emails?
Please let me know
Ok, I work online here, but can take over your computer if you wish and we fix it this way.
Would you prefer this or continue here? If so, please accept the offer and I can connect to your computer and fix this directly.
I am a human being.
Simplest is if you have never used the account, and you forgot what password ***** set, then just create a new account and note the password ***** to avoid this.
To create an account is free, and you can do so on my link below
Then keep the password ***** a safe place and use this account moving forward.
Let me know the results please
Ok, what exactly is asking for the address and password ***** your computer?
I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.
Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.
I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.
Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.
If you want remote click get extra help. If not simply reply to me.
ok, I think its best I take direct control of your computer and fix this
Click this link, click I Agree and run the file that is downloaded please
No, the Link I just gave, the blue text, you click that please
I put it above this sentance.