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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 cant recover my account because i dont have the phone i

Customer Question

i cant recover my account because i dont have the phone i use to get a text I had to send it in and i cant get to my email so i can get my store credit with wal mart on a gift card they are sending me to get a new phone
JA: Just to clarify, what email service provider are you using for this account?
Customer: gmail
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: phone or my lap top but i am moving to day and i had my internet turned off so im at my library trying to recover my account it keeps giving me a code that im having sent to my friend and when he recieves it i typ it in and it just has me locked out
JA: What troubleshooting have you tried?
Customer: tryed calling gmail was on hold so long my phone went dead sending it to my friend trryed to change phone number everything
JA: Anything else you want the email expert to know before I connect you?
Customer: yes i have to get a phone today and i cant get my emails i think they locked me out from so many atemps
Submitted: 2 months ago.
Category: Email
Expert:  Jason Jones replied 2 months ago.

Hello,
I am the person that will be helping you today.

If you call your old phone number, is it active? Have you considered attempting to reset the password ***** sending the code to your old phone number, but first asking the new owner of the number to give it to you when it arrives?

I will be standing by, looking forward to your response.

Thank you,
Jason

Customer: replied 2 months ago.
I will still have the same number i had to send it in cause the screen was cracked and i paid a for a warranty if anything would happen to it i send it in and they Walmart sends you a gift card for the amount of the phone. I cant get to my emails so i can get the phone
Expert:  Jason Jones replied 2 months ago.

Okay, so you have the number, but you don't have a phone with which you can use the number?

Customer: replied 2 months ago.
i tryed every way it will let me to try to change my password ***** im not paying 39 dollars i paid 54 at the begingn of this and also it says 7 day free trial
Customer: replied 2 months ago.
i meant i paid 5$
Customer: replied 2 months ago.
hello
Expert:  Jason Jones replied 2 months ago.

It looks like you paid $42. I am not part of the billing department, so I cannot answer that question.

Expert:  Jason Jones replied 2 months ago.

If your phone number is ***** for the reset, can you just plug your sim card into a different phone and do it that way? Otherwise, you will need to wait for the replacement phone to arrive.

Customer: replied 2 months ago.
it will not arrive i have to get in my email to get the gift card!
Expert:  Jason Jones replied 2 months ago.

Which account is this? Is it an email account or is it with your Walmart account?

Customer: replied 2 months ago.
im at the library right now im suppose to be moving to day so i had may home internet turned off this is a night mare
Expert:  Jason Jones replied 2 months ago.

Which account is this? Is it an email account or is it with your Walmart account?

Customer: replied 2 months ago.
walmart is sending my gift card to my email account which is***@******.***
Expert:  Jason Jones replied 2 months ago.

Okay, so the problem is that you cannot sign into your Actual Gmail account at Gmail.com, correct?

Customer: replied 2 months ago.
some how my password ***** changed and it wont let me change it yes correct
Customer: replied 2 months ago.
almost like they locked me out cause of to many attempts
Expert:  Jason Jones replied 2 months ago.

If it locked you out, you will need to wait 24 hours before attempting to reset it again.

Customer: replied 2 months ago.
I have another phone but it wont even let me change the phone #
Expert:  Jason Jones replied 2 months ago.

Did you replace the SIM card in the new phone with the sim card from your old phone?

Customer: replied 2 months ago.
the library is getting ready to close
Customer: replied 2 months ago.
r u still with me
Customer: replied 2 months ago.
r u going to help me
Expert:  Jason Jones replied 2 months ago.

Yes. I am still here. Please, answer my questions.

Expert:  Jason Jones replied 2 months ago.

Did you replace the SIM card in the new phone with the sim card from your old phone?

Customer: replied 2 months ago.
i dont understand
Expert:  Jason Jones replied 2 months ago.

Your old phone has a sim card in it that is attached to your phone number. If you put that sim card into another phone, the other phone will now have your phone number.

Customer: replied 2 months ago.
all i have is a obama phone that i am using it is just a flip phone
Customer: replied 2 months ago.
your saying put sims card in to any phone
Expert:  Jason Jones replied 2 months ago.

Yes.