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Ask Jason Fenoglio Your Own Question

Jason Fenoglio
Jason Fenoglio, Sr. Systems Engineer
Category: Email
Satisfied Customers: 266
Experience:  Sr. Systems Engineer
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I'm not receiving a password reset email from instagram.

Customer Question

i'm not receiving a password ***** email from instagram. their help site said to contact my email service provider to make sure i can receive emails from the @instagram.com domain. outlook is an email service provider right? Can you help me? :)
Submitted: 4 months ago.
Category: Email
Expert:  Jason Fenoglio replied 4 months ago.

Hello, my name is ***** ***** I will do my best to assist you. Give me a few minutes to look over your question and I will respond shortly.

Expert:  Jason Fenoglio replied 4 months ago.

Does it say what e-mail address that it is sending it to?

Customer: replied 4 months ago.
it allowed me to type my email in. then it sent to my email
Expert:  Jason Fenoglio replied 4 months ago.

What is your e-mail address?

Customer: replied 4 months ago.
I've done it about 20 times over the past week so I dont think its because I've typed it in wrong.
Expert:  Jason Fenoglio replied 4 months ago.

It might be something with the e-mail service that you have. What is the full e-mail address that you used?

Customer: replied 4 months ago.
Expert:  Jason Fenoglio replied 4 months ago.

That would definitely go to your Outlook.com e-mail. Does that address match the one that you use to logon to Instagram?

Expert:  Jason Fenoglio replied 4 months ago.

Please check your e-mail again.

Customer: replied 4 months ago.
You mean check my inbox?
Customer: replied 4 months ago.
I didnt find anything from instagram in my inbox or the spam/junk folder.
Expert:  Jason Fenoglio replied 4 months ago.

Yes.

Expert:  Jason Fenoglio replied 4 months ago.

Are you checking from an e-mail client or on Outlook.com?

Expert:  Jason Fenoglio replied 4 months ago.

Do you have another e-mail address that you can use?

Customer: replied 4 months ago.
I dont know if I understand your question. Ha ha. sorry. I went to outlook.com and then I logged in to my email account... I dont know what an email client is.
Customer: replied 4 months ago.
I guess I could use***@******.***
Expert:  Jason Fenoglio replied 4 months ago.

What was your username on Instagram?

What kind of account is this? Pick one below

This account represents my company or brand

This account includes pictures of me

This account contains pictures that I've taken or produced, but I'm not in them

Customer: replied 4 months ago.
marley.culpthe second one
Expert:  Jason Fenoglio replied 4 months ago.

I've sent in a request to Instagram to investigate your account. They will reply to you on the***@******.*** e-mail address. Can you see if you've received anything there?

Customer: replied 4 months ago.
I just checked the***@******.*** account, and there was an email from instagram. But, since that email was hooked up to a different instagram user's account, it only allowed that user to change the password ***** to their username and not mine.
Customer: replied 4 months ago.
Let me check again for another email from them.
Customer: replied 4 months ago.
one minute
Customer: replied 4 months ago.
I got the email. I'm following their directions now.
Expert:  Jason Fenoglio replied 4 months ago.

Awesome! Let me know if it works for you.

Customer: replied 4 months ago.
do you know how I attatch a picture to an email as a Jpeg file if I'm doing it from an iPhone?
Expert:  Jason Fenoglio replied 4 months ago.

You should be able to take a picture with your iPhone and attach it to the e-mail. I believe it saves it as a jpeg. You'll need to make sure you are sending from the e-mail address that the request came in on also.

Customer: replied 4 months ago.
got it.
Customer: replied 4 months ago.
is jpeg and JPG the same? I'm so not a tech person!
Customer: replied 4 months ago.
Nevermind. It is.
Expert:  Jason Fenoglio replied 4 months ago.

Sorry, I did not see the notification. Yes, they are. :)

Customer: replied 4 months ago.
Cool
Customer: replied 4 months ago.
I'm having trouble attatching the picture as a Jpeg still. I'm trying different stuff. One minute.
Expert:  Jason Fenoglio replied 4 months ago.

No problem. No rush.

Customer: replied 4 months ago.
Actually could I have details about how to take a picture on my phone and then send it in an email as a jpeg?
Expert:  Jason Fenoglio replied 4 months ago.

If you want, I can convert it. Take the picture and send it to***@******.*** and I'll send it back to you as a JPEG.

Customer: replied 4 months ago.
Sure! Lets try that!
Customer: replied 4 months ago.
Oh wait. I dont know how to put a picture in an email at all.
Customer: replied 4 months ago.
I did it like 10 minutes ago, but when I logged onto***@******.*** I couldnt put the picture in the email. I dont know if my settings changed or what.
Expert:  Jason Fenoglio replied 4 months ago.

I believe you start an e-mail you can tap attach file and the option to take a picture should be there.

Expert:  Jason Fenoglio replied 4 months ago.

Tap and hold within the body of the e-mail, then tap the right arrow button and choose “Insert Photo or Video”

Customer: replied 4 months ago.
I dont see the "attatch file" option..... and when i tap and hold, it only gives me the options "select, select all, paste"...... if i tap select, then it selects and gives me the options "cut, copy, paste, right arrow" When I tap the right arrow, theres "replace,BIU, Define, Share.."
Expert:  Jason Fenoglio replied 4 months ago.

You might try it the other way around. Snap a picture, go the camera roll and find your picture and share it. E-mail should be an option in the share list.

Customer: replied 4 months ago.
That sounds good! But in the email from instagram, they said, " Please reply to this email and attach a photo....." But do you think its ok if its not a reply? If I just send a whole new email to them?
Expert:  Jason Fenoglio replied 4 months ago.

Here try this. If you have a picture of yourself on the phone already, go to that picture and hold down on it. Tap Copy. Go back to the Instagram e-mail and hold down. Tap Paste. That should work.

Customer: replied 4 months ago.
Actually, before you wrote back to me just now, I clicked insert 3 options came out: files as attachments, pictures inline, and share from one drive. I clicked files as attachments and was able to put the picture in the email. does that mean its a jpeg? :D
Expert:  Jason Fenoglio replied 4 months ago.

Yes, it should be a jpeg.

Expert:  Jason Fenoglio replied 4 months ago.

iPhone's default photo file type is JPEG.

Customer: replied 4 months ago.
COOL! ok. I'm sending it now
Expert:  Jason Fenoglio replied 4 months ago.

Great! Let me know what they say.

Customer: replied 4 months ago.
Ok. Do you have any idea how long instagram takes to get back to people? I dont know if you have these cases often.
Expert:  Jason Fenoglio replied 4 months ago.
It's the same support group as Facebook and they get back to you fairly quickly. It might be a couple hours in some cases.
Customer: replied 4 months ago.
ok. Thats fine.
Expert:  Jason Fenoglio replied 4 months ago.

Have you heard from them yet?

Expert:  Jason Fenoglio replied 4 months ago.

Just checking in with you. Did Instagram respond to your request?

Expert:  Jason Fenoglio replied 3 months ago.

Were you able to access your Instagram account yet?

Expert:  Jason Fenoglio replied 3 months ago.

Did you get any news on your Instagram account? Just want to make sure you're satisfied with my service.