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James K.
James K., Consultant
Category: Email
Satisfied Customers: 1585
Experience:  Technical Director of IT Company
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I have been locked out of my e-mail account because the

Customer Question

I
have been locked out of my e-mail account because the mobile number listed to verify is no longer active - everytime I try to get into account that mobile number is ***** to send a code to - I can't even change recovery info.
***********
new mobile no. **************
Help, help
Submitted: 8 months ago.
Category: Email
Expert:  Jess M. replied 8 months ago.

Hi Maureen, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

When was the last time that you were able to access your account?

Are you using a Windows computer or a Mac?

Please let me know by replying to me here so that I can help you further.

Best regards,
Jess

Customer: replied 8 months ago.
I was able to access it yesterday - windows computer - can you change the mobile no. or not.
Expert:  Jess M. replied 8 months ago.

Maureen,

Thank you for writing back with that information. I am very sorry but unfortunately, NO ONE will be able to do that for you, since in order to change that mobile number, you or someone MUST BE SIGNED IN to the account first. Since you cannot sign in now, then you cannot change that number. The main problem here is to be able to access that account.

Why are you now unable to access the account when you were able to access it yesterday? Did you forget the password?

Customer: replied 8 months ago.
I'm not sure - I clicked the box to stay signed in and then it all happened. Your charges are too high for me. I'm just going to have to cancel the email acct. I would like the $5 back and I'm certainly not going to pay $42/mo.
Expert:  Jess M. replied 8 months ago.

Ok. Here is the link about refunding:

ww2.justanswer.com/help/how-can-i-request-refund

If you need anything else in the future, you can use us any time.

Thank you for using our service.

Best regards,

Jess