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IT Miro
IT Miro, Computer Scientist
Category: Email
Satisfied Customers: 3125
Experience:  Bachelor's Degree in Information Technology, Microsoft Certified Professional
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I am not able o log into my gmail. cant verify that

Customer Question

i am not able o log into my gmail. cant verify that its me
Submitted: 2 months ago.
Category: Email
Expert:  Randy Computer Tech replied 2 months ago.

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

What is the gmail address please?

Customer: replied 2 months ago.
Expert:  Randy Computer Tech replied 2 months ago.

okay, thank you. What is the last password ***** remember?

Customer: replied 2 months ago.
Stanley1979
Expert:  Randy Computer Tech replied 2 months ago.

Do you have access to the phone ending in 28?

Expert:  Randy Computer Tech replied 2 months ago.

Do you still need help with the gmail password?

Customer: replied 2 months ago.
No i dont have that number anymore
Customer: replied 2 months ago.
Just the *****@******.***
Expert:  Randy Computer Tech replied 2 months ago.

can you answer the security question you added to your account>

First teacher's name?

Customer: replied 2 months ago.
I keep getting error not able to verify you...i dont know the month and yr i set up the account it was a long time ago. And the answer to the other question is Jackson..still didn't work for me
Expert:  Randy Computer Tech replied 2 months ago.

okay, do you have a computer that you have used recently to sign in to the gmail account?

Customer: replied 2 months ago.
I do but its also connected to my google account so im locked of that also
Expert:  Randy Computer Tech replied 2 months ago.

okay, what is the brand/model of that computer?

Customer: replied 2 months ago.
Hp
15-ay041wm
Expert:  Randy Computer Tech replied 2 months ago.

okay, does the HP have windows 7, 8, or 10?

Customer: replied 2 months ago.
7
Customer: replied 2 months ago.
I think
Expert:  Randy Computer Tech replied 2 months ago.

okay, unfortunately we are not going to be able to recover the gmail account without the phone number ending in 28. The windows computer will have to be reset to factory settings in order to gain access to it. I can help you with the computer reset if you want to do that.

Customer: replied 2 months ago.
Ok
Customer: replied 2 months ago.
I will like help with the reset
Expert:  Randy Computer Tech replied 2 months ago.
  1. Turn off the computer.
  2. Turn on the computer and repeatedly press the F11 key, about once every second, until Recovery Manager opens.
    Recovery Manager
  3. Under I need help immediately, click System Recovery.
  4. When System Recovery prompts you to back up your files, select a backup option:
    • select Recover without backing up your files, and then click Next. Continue to the next step.
    Customer: replied 2 months ago.
    Sorry ..Its a laptop..dont have F11
    Customer: replied 2 months ago.
    Nevermind
    Expert:  Randy Computer Tech replied 2 months ago.

    did that work for you?

    Customer: replied 2 months ago.
    Just booted up...nothing came up yet
    Expert:  Randy Computer Tech replied 2 months ago.

    okay,

    Customer: replied 2 months ago.
    Nothings coming up..still on login screen
    Expert:  Randy Computer Tech replied 2 months ago.
    1. Press and hold the power button a few seconds to turn off the computer.

    2. Then turn on the computer and repeatedly press the F11 key about once every second until the Choose and option screen is displayed, and then continue.

    3. On the Choose an Option screen, click Troubleshoot.

    4. On the Troubleshoot screen, click Recovery Manager.

    5. Under Help, click System Recovery.

    6. When Recovery Manager prompts you to back up your files, select recover the system.

    Customer: replied 2 months ago.
    Still nothings coming up
    Expert:  IT Miro replied 2 months ago.

    Hello! My name is*****
    I am a certified computer professional who will assist you.

    It looks like the previous Expert is not available any more. I can continue assisting you.
    Please tell me what happened to the phone number ending in 28? Did you cancel it, lose the phone or something else?

    I am awaiting your reply.

    Thanks,
    IT Miro

    Customer: replied 2 months ago.
    I figured it out. Thank you
    Expert:  IT Miro replied 2 months ago.

    I am glad you did!

    Do you require any other assistance?

    Customer: replied 2 months ago.
    No thank you
    Expert:  IT Miro replied 2 months ago.

    OK, I will have the Customer Service close this request then.

    Regards,

    IT Miro