Hi there and welcome
When you set up the account, did you specify a cell phone number you can be contacted on?
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.
Can you tell me your email address please.
Thanks, ***** ***** your last name?
What is the last name of the most famous person you've ever met?
What was your first job?
try to guess please, I just need to get past this to the cell number you registered
ok, now click on this link and click on the Questions Live Chat in the bottom right
Choose AT&T Email and have them reset the password *****
Let me know the results please.
you click on the link I gave you, best to do it on your computer.
ok, the link should then still work on the phone, just easier on the computer.
you click on the link on your phone?
If you click this link what do you see?
If you can answer the questions I ask them I can do it for you. Shall I attempt this now?
And its the full deposit as your paying for my service, which I have been providing.
Have you just left Brenda?
If you could tell me if this is the case, that would be appreciated... as I am awaiting your response to my last question.
ok, please stay online then as they will want quick answers to the questions they are going to ask me
Do you have Uverse or DSL (internet) with ATT?
whats your account number?
or phone number
working with them now
your full name and the zip code where that e-mail account was created please?
thanks, ***** ***** passing the questions from them through to you
ok its done, your password ***** *****
I signed in and it worked for me, you try it please.
Note the Capitals
serious, as you gave me the info I needed so they did it.
Let me know if you can sign in please.
ok, its put a lock on for that phone, but I also added your cell number so you can reset using that instead if ever needed.
But give it the 12 hours and you can sign in using the password ***** gave as that has been reset, its just because you tried so much before seeing me, that you locked the account for 12 hours which is standard.
but look at my screen shot and you see I am in your account (just the email is locked for now)
If you would like any additional information or assistance, please do not hesitate to let me know.
And can take a second to rate my service by clicking one of the stars at the top of the screen then submit.
Brenda, did you get my last message?