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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1760
Experience:  Computer Software Support Specialist for more than 10 years
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I can not remember by password, and I just got a new iphone

Customer Question

Hello, So I can not remember by password, and I just got a new iphone so I have to put in all my passwords again I had previously set a 2nd verification The problem is that I can not set that up again on the new phone unless I can get into my hotmail account there are emails I know that are there that I have to access prior to the 30 days it would take to "reset my acct"
JA: How long have you had this issue with your Hotmail account?
Customer: Since I got my new iphone maybe a week and a half ago I just havent had the time to try and get into the acct from my home PC Since I was not able to try the reset option on the phone itself
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: usually almost always on my phone Today I tried from my PC however, i cant not reset anything because the authenticator has not been set up for the new phone for my hotmail account because I can not get into the account
JA: What troubleshooting have you tried?
Customer: I have tried every password ***** have remembered for the acct, I have tried to redown load the auth app, and I can not reset the password ***** only the text code that I get because previously I had set up the 2 step auth process because someone had hacked my acct
JA: Anything else you want the email expert to know before I connect you?
Customer: Now that I have a new phone I can not access that app until it is set up again
Submitted: 6 months ago.
Category: Email
Customer: replied 6 months ago.
The email I provided is the one that I can not access at the moment
Expert:  Randy Computer Tech replied 6 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 hotmail email address please?

You can reply to me here by typing in the box below please.

Customer: replied 6 months ago.
Customer: replied 6 months ago.
thats the account I can not access
Customer: replied 6 months ago.
Expert:  Randy Computer Tech replied 6 months ago.

okay, do you have access to the phone number that ends in 59?

Customer: replied 6 months ago.
Expert:  Randy Computer Tech replied 6 months ago.

okay, great. What is the last 4 digits of that number?

Customer: replied 6 months ago.
5359
Expert:  Randy Computer Tech replied 6 months ago.

I have had a code sent to that number. It is a verification code.

Reply to me here with that code please.

Customer: replied 6 months ago.
Expert:  Randy Computer Tech replied 6 months ago.

okay, let me know the code generated by your authenticator app.

Customer: replied 6 months ago.
thats the problem I cant my auth app is not working on the new iphone i have to re set up the acct
Customer: replied 6 months ago.
I tried all of this before contacting you for support I do not have access to my auth app for my hotmail acct
Customer: replied 6 months ago.
The email you have is the email that is not working if you email a response there I will not see it

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