Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.
In order to help you, I need to know what operating system you have on your device. Windows Vista, Windows 7, 8.1, 10, or do you have a Mac?
Are you trying to get into an email such as Gmail and failing to recover acct?
Please explain in detail what your issue is and we can go from there.