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James K.
James K., Consultant
Category: Email
Satisfied Customers: 1585
Experience:  Technical Director of IT Company
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My password is not working, and it won't let me change

Customer Question

My password ***** ***** working, and it won't let me change it..... I am using my master password, and it works okay... but I can't get it to work on another screen name
JA: When did you last reset your username and password?
Customer: Some time ago... but I just had a complete meltdown on my computer, and I am now trying to recover my data.
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 broadband
JA: What troubleshooting have you tried?
Customer: I have had to restore my computer to its factory settings. I re-installed my programs, such as AOL. I have tried two screen names, and they both work. But I am trying to get in with the screen name Madi Mulleague
JA: Anything else you want the email expert to know before I connect you?
Customer: no, I just want to get to my eMails. I have not been able to get on my computer for a week now
Submitted: 1 month ago.
Category: Email
Expert:  Viet - Email Tech replied 1 month ago.

Hi,

I'm sorry about the issue. Can you please confirm the full email address you need help with?

Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?
Please reply at the box below. Thank you,

Expert:  Viet - Email Tech replied 1 month ago.

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,