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Ask Jess M. Your Own Question
Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1798
Experience:  Computer Software Support Specialist for more than 10 years
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I am not able to get into my email It tells me I'm using the

Customer Question

I am not able to get into my email It tells me I'm using the wrong User Id and password..
JA: When did you last reset your username and password?
Customer: been awhile I've been trying to get into my email for a month now..
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: web browser..
JA: What troubleshooting have you tried?
Customer: everything the alternate email that is listed no longer exit so what do I do..
JA: OK. To minimize me, please click the down arrow at the top right corner of this box.
Customer: ok
JA: Anything else you want the email expert to know before I connect you?
Customer: not at this time I just need to get into my email well at one time I receive an alert that I need to go change my password ***** my account do you guys seen alert on web browsers.. just wondering..
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.

I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

What email service are you using?

Customer: replied 7 months ago.
yahoo.com
Customer: replied 7 months ago.
Michelle that does not work because the alternate email that is listed no longer exist..
Customer: replied 7 months ago.
Michelle are you there?
Customer: replied 7 months ago.
how do I get my password ***** another email address if I'm not able to access my email account to change anything.. this is so terrible.. is there anyone that can call me and tell me what my password ***** ***** this account because I saved it to my pc but the it tells me its not the correct info how can that be when it hasn't been changed by me..
Customer: replied 7 months ago.
Has my email account been hacked? Is that why my password *****'t working?
Customer: replied 7 months ago.
Looks like we can't get you in your account online. Please try signing in from the device you use most often or visit our help. this is what it tells me.. WHY?
Customer: replied 7 months ago.
you guys can't do anything is that right?
Expert:  michelleclive replied 7 months ago.

what is the yahoo email address?

Customer: replied 7 months ago.
what's the deal You can't help me.. I don't understand what the heck is going on, I've never had any problem with my email account until now.. why is it happening and yet you guys can't help without me purchasing to get help that is so not cool..
Customer: replied 7 months ago.
If my email account has been hacked there is nothing you guys can do correct?
Customer: replied 7 months ago.
All you have to do is say yes or no instead of giving the silent treatment.. that is so unprofessional
Customer: replied 7 months ago.
is the email address
Expert:  michelleclive replied 7 months ago.

my apology for the delay. did you try the forgot password ***** i gave right in the beginning.

Customer: replied 7 months ago.
I did it told was not able to do anything for me online
Expert:  michelleclive replied 7 months ago.

I will try to reset it for you.

Customer: replied 7 months ago.
Thank you please do?
Expert:  michelleclive replied 7 months ago.

Do you have access to this email?

e*************@******.***

Expert:  michelleclive replied 7 months ago.

what is the full email address

Customer: replied 7 months ago.
No it does not exist anymore they Hotmail does not exist anymore
Expert:  michelleclive replied 7 months ago.

Tell us one of the following to get started:

  • Sign-in email address or mobile number
  • Recovery phone number
  • Recovery email address
Customer: replied 7 months ago.
Customer: replied 7 months ago.
is the email address
Expert:  michelleclive replied 7 months ago.

apart from***@******.*** email any recovery phone or email

Expert:  michelleclive replied 7 months ago.

i need

  • Recovery phone number
  • Recovery email address
Customer: replied 7 months ago.
no phone number and the alternate email address at Hotmail does not exist anymore Hotmail changed to a something else can you send me something to change it to***@******.***
Expert:  michelleclive replied 7 months ago.

i am sorry but if you do not have any of the recovery options Recovery phone number or Recovery email address there is no way you can recovery your gmail account.

Expert:  michelleclive replied 7 months ago.

i will open the question to other experts for the views and input.

Customer: replied 7 months ago.
recovery email should be***@******.*** don't know how Hotmail was still there.. O man this is really terrible..
Customer: replied 7 months ago.
Ok hope someone can do something.. thank you for your help
Expert:  bbao replied 7 months ago.

Do you mean***@******.*** is your recovery email address for***@******.***? Why the expert found a Hotmail address when she tried recovering***@******.***?