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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1794
Experience:  Computer Software Support Specialist for more than 10 years
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I can't login my yahoo email

Customer Question

i can't login my yahoo email
Submitted: 6 months ago.
Category: Email
Expert:  Jess M. replied 6 months ago.

Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

Are you using a Windows computer, a Mac or a smartphone to access your Yahoo email?
Please let me know by replying to me here so that I can help you further.

Best regards,
Jess

Customer: replied 6 months ago.
windows computer
Expert:  Jess M. replied 6 months ago.

Thank you for writing back with that information.

Can you please tell me your email/Yahoo username (the part before the @yahoo.com) so that I can check its status and recovery options?

Customer: replied 6 months ago.
give me 1 mnt please
Expert:  Jess M. replied 6 months ago.

Ok. Please take your time.

Customer: replied 6 months ago.
what's going on with my yahoo account
Customer: replied 6 months ago.
you already charge my account,
Expert:  Jess M. replied 6 months ago.

I am very sorry but I cannot check until you tell me your email account or your username (the part before the @yahoo.com)

Customer: replied 6 months ago.
email :***@******.***
Customer: replied 6 months ago.
what's next ?
Expert:  Jess M. replied 6 months ago.

Thank you. Please give me a moment to check

Expert:  Jess M. replied 6 months ago.

Do you still have the mobile phone ending in 02? If yes, please tell me the last 4 digits of that mobile phone.

Customer: replied 6 months ago.
No,
my new number is(###) ###-####
Customer: replied 6 months ago.
i no longer having access to the phone ending with 02
Expert:  Jess M. replied 6 months ago.

Oh, unfortunately, that is causing the problem. The account needs to be verified and one way to do it is for Yahoo to send a code to the mobile number on file, and you cannot change that mobile number unless you are able to login.

Let me check your other verification options.

Customer: replied 6 months ago.
the number ending with 02 is no longer in service
Expert:  Jess M. replied 6 months ago.

But can you identify the last 4 digits of that old phone number?

Customer: replied 6 months ago.
the whole number is(###) ###-#### the last 4 digits 7202
Expert:  Jess M. replied 6 months ago.

Thank you. Unfortunately, that old mobile phone is the only recovery option of your Yahoo Mail account. Do you still remember its password *****?

Customer: replied 6 months ago.
my email password : 051971
Expert:  Jess M. replied 6 months ago.

Oh, your password ***** ***** weak and very easy to guess by possible hackers. In this case, someone could have attempted to access your account with a wrong password ***** Yahoo activated the verification process.

Please use your web browser, and go to this link:

http://mail.yahoo.com

Login to your account there and please tell me what happens.

Customer: replied 6 months ago.
a code was sent to the previous number ending with 02,
Expert:  Jess M. replied 6 months ago.

That was what I meant. But were you NOT asked if you are still able to access it or not?

Customer: replied 6 months ago.
no i have no access to the number ending with 02
Expert:  Jess M. replied 6 months ago.

Yes, so if you select the button saying "You have no access" to the number, it should give you possible options.

Customer: replied 6 months ago.
i try it but i got no options
Expert:  Jess M. replied 6 months ago.

You got the page saying:

Uh-oh...

Looks like we can't recover your account online. Please visit our help site to get back in.

Is that correct?

Customer: replied 6 months ago.
i kept going to the help page, but nothing new
Expert:  Jess M. replied 6 months ago.

Have you tried to submit the recovery form in the Yahoo help page? That is your only option -- contacting Yahoo through that form -- to recover the account since you do not have other recovery options except that old phone number.

Customer: replied 6 months ago.
how about the assistance's fee
still i'm going to be charged and my problem was not resolved
Expert:  Jess M. replied 6 months ago.

You we're charged because you made a deposit. But we guarantee our service so you can always request for a refund. Here is the link about refunding:

ww2.justanswer.com/help/how-can-i-request-refund