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James K.
James K., Consultant
Category: Email
Satisfied Customers: 1585
Experience:  Technical Director of IT Company
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My account has been hacked. The password has been changed.

Customer Question

My account has been hacked. The password ***** been changed . How can I get access to it?
Submitted: 9 months ago.
Category: Email
Expert:  michelleclive replied 9 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

I am sorry to know that you are facing problem with your computer. Please explain the problem a bit more in detail, you are not able to login to the windows login or some other account.

Customer: replied 9 months ago.
It's my Gmail account
Expert:  michelleclive replied 9 months ago.

did you try to use the recovery process to get the password *****?

Expert:  michelleclive replied 9 months ago.

This is what i get when i can trying to accept your request.

Payment for this service failed, please do not fulfill yet. We will attempt to reach this customer to fix the situation.

Customer: replied 9 months ago.
Will you be calling me?
Customer: replied 9 months ago.
How do we proceed to gain access to Gmail account
Expert:  michelleclive replied 9 months ago.

let me fix the problem first then i can take the payment for additional service later we will give it another try after i fix it.

Expert:  michelleclive replied 9 months ago.

How Remote Desktop Works

  1. Agree to the Remote Desktop Legal Disclaimer below.
  2. The Remote Desktop client file will automatically download to your computer.
  3. Open the Remote Desktop client file on your computer and you will be connected to a session with your Expert.
  4. After agreeing to the Remote Desktop Legal Disclaimer, you can always download the client again if need be.
Expert:  michelleclive replied 9 months ago.

Click on the link and follow the steps to get connected.

Expert:  michelleclive replied 9 months ago.

let me know if you find any problem running the Secure remote assistance?

Customer: replied 9 months ago.
I can't download file
Expert:  michelleclive replied 9 months ago.

open www.teamviewer.com

Install teamviewer and let me know the teamviewer "Your id" and "password'.

Customer: replied 9 months ago.
It's so confusing. I can't download the file
Expert:  michelleclive replied 9 months ago.

you must be he admin of the computer to download any file.

Expert:  michelleclive replied 9 months ago.

if you want i can try resetting your gmail account from my side all you have to provide me is the answer i would ask

Expert:  michelleclive replied 9 months ago.

what is the gmail address you are unable to login.

Customer: replied 9 months ago.
Expert:  michelleclive replied 9 months ago.

what was the last password ***** used?

Expert:  michelleclive replied 9 months ago.

for gmail

Customer: replied 9 months ago.
BULILITS
Expert:  michelleclive replied 9 months ago.

It looks like 2-step verification has been turned on for this account. To reset your password, you'll need to enter a verification code from your phone. Without your phone, it can sometimes take 3 – 5 business days to complete the account recovery process.

Expert:  michelleclive replied 9 months ago.

did you change the password ***** hrs ago on this gmail account.

Customer: replied 9 months ago.
I don't know the verification code. Where would I get it
Customer: replied 9 months ago.
No .the hackers changed it. That's why I can't get access to it
Expert:  michelleclive replied 9 months ago.

click on the link and follow the recovery process.

Customer: replied 9 months ago.
I tried that already. I thought you would be able to help me faster
Expert:  michelleclive replied 9 months ago.

i would have hovever the remote session is not running on your computer.

Customer: replied 9 months ago.
How can I get the remote access running
Expert:  michelleclive replied 9 months ago.

open this link and install teamviewer www.teamviewer.com

Expert:  michelleclive replied 9 months ago.

click on the teamviwer link and install it let me know once download and install it complete.

Customer: replied 9 months ago.
It's downloaded and installed complete
Expert:  michelleclive replied 9 months ago.

let me know the your id and the password

Customer: replied 9 months ago.
Hold on I don't have that yet
Expert:  michelleclive replied 9 months ago.

if you have installed teamviewer the it should be on the desktop screen

Customer: replied 9 months ago.
It is
Customer: replied 9 months ago.
What do I do now?
Expert:  michelleclive replied 9 months ago.

do you have a blue i con on the desktop says teamviewer?

Expert:  michelleclive replied 9 months ago.

doubleclick on it to run it.

Customer: replied 9 months ago.
Expert:  michelleclive replied 9 months ago.

let me know the id and password ***** see on the teamviewer screen.

Customer: replied 9 months ago.
I don't see it. Just the icon
Expert:  michelleclive replied 9 months ago.

click on the link and install the file.

Customer: replied 9 months ago.
I think this is the Id
Customer: replied 9 months ago.
Is that the Id ?
Expert:  michelleclive replied 9 months ago.

yes

Expert:  michelleclive replied 9 months ago.

let me know the password ***** well

Expert:  michelleclive replied 9 months ago.

i think teamviewer is not running you must have closed it can you run it and then give me the your id and password.

Customer: replied 9 months ago.
I didn't put in any password. How do I get it
Expert:  michelleclive replied 9 months ago.

its very simple please dont take is as a complicated issue all you have to do is doulbe click on the Teaviewer icon an as it opens look for your id and password ***** the left hand side of the teamviewer window and let me know those info and do not close the teamviewer window.

Customer: replied 9 months ago.
Ok. Checking now. I am on my cell phone
Expert:  michelleclive replied 9 months ago.

ok

Expert:  michelleclive replied 9 months ago.

try this again..on your computer please open the website www.teamviewer.com

in the page that opens click on the download free trial option

teamviewer exe file will be downlaoded at the bottom

double click on it to open/run it

once installed teamviewer window will open

let me know the id and password ***** on left side pane

Customer: replied 9 months ago.
Ok. I am doing that now
Expert:  michelleclive replied 9 months ago.

ok

Customer: replied 9 months ago.
Still downloading
Expert:  michelleclive replied 9 months ago.

ok

Customer: replied 9 months ago.
2986
Expert:  michelleclive replied 9 months ago.

now keep teamviewer window open

dont close it and leave the mouse

if you get a screen asking if you know the person..click on trustworthy

Customer: replied 9 months ago.
I see you online
Customer: replied 9 months ago.
My concern for now is to just get access to my Gmail account
Expert:  michelleclive replied 9 months ago.

ok

Expert:  michelleclive replied 9 months ago.

CLIVE-PC (10:40 AM):
hi michelle this side
i am now connected
please leave the mouse
CLIVE-PC (10:44 AM):
your computer seems to be infected with adwares and malwares its not juist your gmail which has been hacked however it could be other details as well which could have been leaked out.
your computer need to be cleaned first and then we can try recovering the gmail account.
please reply
this will take more time then expercted
TPV (10:46 AM):
how much time and how much would that cost
CLIVE-PC (10:46 AM):
remote assistance is an additiona service apart from the service you have paid for.
TPV (10:47 AM):
yes, i am aware. how much more will it be
CLIVE-PC (10:48 AM):
remote assistance costs $50 however i am not charging you for it
time depends on how much is the extent of infection
at the end of our session you will get the option to add a bonus..you may add a tip amount based on your satisafction with my service
lets get started fixing this
TPV (10:50 AM):
yes, thank you so much
CLIVE-PC (10:51 AM):
enter your email address
enter the last password ***** remember
enter the last password ***** remember
did you enable 2 step vefificatuion anytime\
?
TPV (10:55 AM):
what is 2 step verification
CLIVE-PC (10:55 AM):
so you have not enaled it correct?
TPV (10:55 AM):
i did not
CLIVE-PC (10:55 AM):
no problem
now you have to enter the details which you can remember and have bacup email where you can be ontacted.
TPV (10:58 AM):
my husband tried this before and an email was sent by gmail that they cannot verify that I do not own the email address
or the message by gmail was sent to the***@******.***
CLIVE-PC (10:58 AM):
i will help you create a new email address in gmail and then we can get continue to recover the original email
will that be fine
may be we can create a yahoo email
TPV (10:59 AM):
i can access my***@******.*** account
CLIVE-PC (10:59 AM):
do you have access to the yahoo email which you have entered for the recovery
?
TPV (10:59 AM):
yes
CLIVE-PC (11:00 AM):
ok good
CLIVE-PC (11:04 AM):
enter the last password ***** used
TPV (11:05 AM):
USED IN GMAIL ACCT?
CLIVE-PC (11:05 AM):
yes
TPV (11:05 AM):
THANKS
CLIVE-PC (11:07 AM):
type your answer here
TPV (11:09 AM):
please take over
CLIVE-PC (11:10 AM):
type your password ***** this chat windiow
TPV (11:11 AM):
did not change password ***** did
CLIVE-PC (11:12 AM):
enter your phone numebrs
is it landline or mobile phone number you entered
TPV (11:13 AM):
password ***** was BULILITS
all caps
CLIVE-PC (11:13 AM):
was it uppercase or lower case
ok
yoir phone number you entered is it landline or mobile
TPV (11:14 AM):
and then I may have changed successfully changed it to bulil2ts, but they changed it again, and i could not anymore
mobile
CLIVE-PC (11:14 AM):
ok
TPV (11:14 AM):
i can get the code
CLIVE-PC (11:15 AM):
when was account created
TPV (11:15 AM):
i really do not know
CLIVE-PC (11:15 AM):
year?? any idea
no problems..i will check
TPV (11:17 AM):
maybe 2010
CLIVE-PC (11:18 AM):
can you try to get a code again
how did you get it last time
TPV (11:19 AM):
code from phone?
CLIVE-PC (11:19 AM):
yes
ok did you sign into gmail from samsung galaxy phone
today or yesterday
CLIVE-PC (11:24 AM):
your yahoo password
TPV (11:24 AM):
I was typing my yahoo password ***** does not seem to work, i will try again
CLIVE-PC (11:25 AM):
are you using a samsung smartphone and ate you ale to open your email from your phone
TPV (11:25 AM):
I will close yahoo mail and reopen
How come I use my yahoo password ***** yahoo it opens, then here it would not
CLIVE-PC (11:27 AM):
the password ***** yahoo and google must be different
TPV (11:27 AM):
I do not understand why it would not open
CLIVE-PC (11:28 AM):
are you able to access google account on other device like your smartphone?
TPV (11:28 AM):
shall we click forget password
i will try
CLIVE-PC (11:29 AM):
sure
TPV (11:30 AM):
I also cannot
CLIVE-PC (11:31 AM):
please wait
please wait
please wait
CLIVE-PC (11:36 AM):
can you give me your phone number
let me call you
TPV (11:36 AM):(###) ###-####br />OR(###) ###-####br />CLIVE-PC (11:37 AM):
you have created a goole account with the yahoo email id however there is no gmail id created with the gmail address that is why you are uinabe to login or gmail can recognize the email address.

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