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James K.
James K., Consultant
Category: Email
Satisfied Customers: 1585
Experience:  Technical Director of IT Company
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Gmail, on a phone, When I log on to my e-mail the e-mail

Customer Question

Hi Pearl,
JA: Who is your email provider (Gmail, Yahoo, Outlook, etc.)?
Customer: gmail
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: on a phone
JA: What troubleshooting have you tried?
Customer: When I log on to my e-mail the e-mail address is correct but a very old password ***** ***** in the password ***** I have tried changing my password ***** times but it remains the same.
JA: Anything else you want the email expert to know before I connect you?
Customer: No
Submitted: 3 months ago.
Category: Email
Expert:  Viet - Email Tech replied 3 months ago.

Hi,

I'm sorry about the issue. Is there any error or message?

What's the model of your phone?

Can you please confirm your gmail email address?

Do you also have a windows xp, vista, or 7, or 8, 10, or mac computer?
Please reply at the box below. Thank you,

Customer: replied 3 months ago.
My computer is an HP Pavilion***@******.***
windows 10
Expert:  Viet - Email Tech replied 3 months ago.

Is your gmail email address currently working fine on your Windows 10 computer or not?

Please reply at the box below. Thank you,

Expert:  Viet - Email Tech replied 3 months ago.

What's the make / model of your phone?

Do you have a phone number ending with the two digits 21? If yes, what's that full phone number? And is that phone number able to receive text messages?

Please reply at the box below. Thank you,

Customer: replied 3 months ago.
These questions do not help me with a password ***** Please address the password *****
Expert:  Viet - Email Tech replied 3 months ago.

These questions do help verifying your gmail account information in order to reset your gmail account password.

Do you have a phone number ending with the two digits 21? If yes, what's that full phone number? And is that phone number able to receive text messages?

Please reply at the box below; we guarantee our service. Thank you,

Expert:  Viet - Email Tech replied 3 months ago.

In order to verify that you are the owner of your gmail account, we need to confirm some information that you put on your gmail account previously, such as phone number, etc.

Please let me know; we guarantee our service. Please reply at the box below. Thank you,

Expert:  Jason Jones replied 3 months ago.

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

May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.

Please, send your reply below in the box. After you type your message, click the Send button.

Thank you,
Jason

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