How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Jess M. Your Own Question
Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1760
Experience:  Computer Software Support Specialist for more than 10 years
49766785
Type Your Email Question Here...
Jess M. is online now
A new question is answered every 9 seconds

Its not working, hasnt since monday, ive tried to reset a

Customer Question

its not working, hasnt since monday, ive tried to reset a forgotten password ***** i keep getting nowhere
JA: When did you last reset your username and password?
Customer: ive been trying tda, with tech support but then nothing has happened
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: on my pc through my outlook, windows 10 prog
JA: What troubleshooting have you tried?
Customer: tried lots, thise last tech person was making changes ad then dropped out
JA: Anything else you want the email expert to know before I connect you?
Customer: only that i will need to reset a password ***** i cant remember
Submitted: 7 months ago.
Category: Email
Expert:  michelleclive replied 7 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  michelleclive replied 7 months ago.

let me know which email service are you using for which you are facing the password *****

Customer: replied 7 months ago.
hotmail
Expert:  michelleclive replied 7 months ago.

do you have access to the alternate phone number or email that was provided when you created the hotmail account

Customer: replied 7 months ago.
Expert:  michelleclive replied 7 months ago.

so are you able to login to your gmail

Customer: replied 7 months ago.
Expert:  michelleclive replied 7 months ago.

ok and which phone number did you provide in your hotmail account

Customer: replied 7 months ago.
Expert:  michelleclive replied 7 months ago.

ok let me try doing a reset for you..can you let me know the email for which the password ***** ***** working

Customer: replied 7 months ago.
Customer: replied 7 months ago.
i was just working with a guy called josh from this tech team but he vanished
Customer: replied 7 months ago.
are you there michelle
Expert:  michelleclive replied 7 months ago.

yes..please give me a minute here..i am checking

Expert:  michelleclive replied 7 months ago.

check your phone and let me know if you have got any code from microsoft

Expert:  michelleclive replied 7 months ago.

a code in a text message

Customer: replied 7 months ago.
yep do you need it,
Customer: replied 7 months ago.
not in a txt, they sent me one via gmail when i had the other dude josh
Expert:  michelleclive replied 7 months ago.

that code would have expired..did you get one on the phone

Customer: replied 7 months ago.
no txt message recieved on phone(###) ###-####
Expert:  michelleclive replied 7 months ago.

ok..give me a moment

Expert:  michelleclive replied 7 months ago.

your registered email is for bigpond..do you have access to that

Customer: replied 7 months ago.
no, ive only ever used hotmail in my outlook prog and gmail on my phone
Expert:  michelleclive replied 7 months ago.

what was the password ***** last remember using for hotmail

Customer: replied 7 months ago.
surfing
Expert:  michelleclive replied 7 months ago.

check your gmail for a code and let me know

Customer: replied 7 months ago.
3242
Expert:  michelleclive replied 7 months ago.

thanks

Expert:  michelleclive replied 7 months ago.

i would need some info..check your gmail in another minute

Customer: replied 7 months ago.
ok
Expert:  michelleclive replied 7 months ago.

check your email for info required

Expert:  michelleclive replied 7 months ago.

did you check your email -gmail

Customer: replied 7 months ago.
done, email sent
Expert:  michelleclive replied 7 months ago.

thanks..will check

Customer: replied 7 months ago.
i have to go out soon, i will be back at 4pm
Expert:  michelleclive replied 7 months ago.

did not get your email...

Expert:  michelleclive replied 7 months ago.

can you share that detail on this page..

Customer: replied 7 months ago.
Glenn Robert Garnett, 21/3 /67 nsw 2537 Frankston
Customer: replied 7 months ago.
im going in 2 mins can we resume at 4pm
Expert:  michelleclive replied 7 months ago.

sure..post me a message on this page..save this page in your favorites

Customer: replied 7 months ago.
thx michelle
Expert:  michelleclive replied 7 months ago.

i have submitted a reset request. This is the acknowledgementmessage from microsoft

Your information has been submitted

We'll send an email to***@******.*** to let you know if you've provided enough information to recover your account. It usually takes us about 24 hours to review the information submitted. If you've already submitted a request, we'll close that request and take a look at this one.

Customer: replied 7 months ago.
thx michelle, im back, i recieved an email but not enough info to validate ownership, i need to subit a new account verification form, can you still help me pls
Expert:  michelleclive replied 7 months ago.

did you get that form on your email

Expert:  michelleclive replied 7 months ago.

or a link which directs to the form page

Customer: replied 7 months ago.
i have a link, will i just follow that on my phone?
Expert:  michelleclive replied 7 months ago.

yes..open the link and fill up all the info

Customer: replied 7 months ago.
hey, ive done that and have recovered my account, does this mean my emails on my pc will be working now too?
Expert:  michelleclive replied 7 months ago.

are you able to get into your account in your browser

Expert:  michelleclive replied 7 months ago.

if yes, let me know that did you change your password

Customer: replied 7 months ago.
i just tried
Expert:  michelleclive replied 7 months ago.

ok so were you able to login

Customer: replied 7 months ago.
got a msg saying there is a connection problem and my email wouldnt send
Expert:  michelleclive replied 7 months ago.

that can be checked..now there are 2 things that need to be done on the computer

1. we need to ensure your hotmail is working fine..open your browser..internet explorer, chrome or firefox

type www.hotmail.com

sign in with your email and password

let me know if it opens your inbox

once you confirm we will proceed to step 2

Expert:  michelleclive replied 7 months ago.

let me know once you have tried the above steps

Customer: replied 7 months ago.
have tried in chrome and it saying my password ***** *****
Expert:  michelleclive replied 7 months ago.

well that means the account is not recovered. you said you have recovered it..did you get a message for it or did you change your password ***** the recovery process

Customer: replied 7 months ago.
i changed my password ***** the process, i got an email on the gmail that said it was recovered
Expert:  michelleclive replied 7 months ago.

ok can you tell me what was the new password ***** you chose

Customer: replied 7 months ago.
blackkelpie7
Expert:  michelleclive replied 7 months ago.

there is a possibility that the password ***** might be weak..i will check

Expert:  michelleclive replied 7 months ago.

i would suggest to open the email you got in gmail and follow the reset\recovery process again

Customer: replied 7 months ago.
really, ok, will try
Customer: replied 7 months ago.
can i do this in the morning> say 6am?
Expert:  michelleclive replied 7 months ago.

yes because if the password ***** ***** accepted that means its not recovered

now when you set a new password, after setting it, let me know the same before you try to login yourself

Expert:  michelleclive replied 7 months ago.

ok you may try it later if you like

however i might be offline at that moment

so you can post me a message and i will respond back at the earliest

also i will list down the steps to change the password ***** outlook once you have recovered it

Expert:  michelleclive replied 7 months ago.
  1. Recover your hot mail account again from gmail. once done open a browser like chrome and try to sign into www.hotmail.com with new password. if sucessful follow the below steps, else let me know
  2. on your computer, Open Outlook and select File > Account Settings.
  3. Click Account Settings again.
  4. Highlight the account you want to change the password *****
  5. Click Change and enter your new password ***** the Password *****
Customer: replied 7 months ago.
thx michelle, will follow your instructions in the morning and msg you then, thx again for helpig
Expert:  michelleclive replied 7 months ago.

you are welcome

Related Email Questions