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Richard, Email Systems Specialist
Category: Email
Satisfied Customers: 30174
Experience:  Over 15 year experience in Email Systems and Programs
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My mac got stolen today so apart from that stress I got a

Customer Question

My mac got stolen today so apart from that stress I got a new one but i cannot seem to add my imapemail . Can you perhaps help a stressed out lady
Submitted: 3 months ago.
Category: Email
Expert:  Richard replied 3 months ago.

Hi there and welcome Norma

Very sorry to hear about your problems.

Can you tell me please, for which email service is this for?

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.



Customer: replied 3 months ago.
Please help me set up my map.My email is***@******.***
mail domain is polybass through knosoleHincoming
Expert:  Richard replied 3 months ago.

ok, what is the error you get when you are trying to add this?

Customer: replied 3 months ago.
it says
mail could not be received at this time
The server for the account "polybass"returned the error AUTHENTICATION FAILED Your user name /password ***** security settings may be incorrect. Would you like to try re entering your password?I said yes and entered password ***** no avail
Expert:  Richard replied 3 months ago.

ok, this means the password ***** ***** likely the thieves changed it.

call 0861 0861 08

Have the password ***** and it should then add

Let me know how you go please

Customer: replied 3 months ago.
I don't think thats the problem cause i am tracking the mac and it has not been turned on yet and if i connect to my email remotely with my password ***** works
Expert:  Richard replied 3 months ago.

It is complaing about the password ***** incorrect, the webmail is a different server

We need to rule this out, as it says


Meaning username or password ***** *****

Customer: replied 3 months ago.
ok none of this is helping right now
Expert:  Richard replied 3 months ago.

ok, so you do not wish to call Norman?

Its no problem just let me know please

Customer: replied 3 months ago.
no thanks richard my problem is not solved i will have to call my it guy tomorrow
Expert:  Richard replied 3 months ago.

ok Norman, its a pity you would not call and get the password ***** but I will opt out of working with you further

All the best

Customer: replied 3 months ago.
Expert:  Richard replied 3 months ago.

sure Norman

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