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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 am trying to log into my e-mail account using the User

Customer Question

Hi! This is Margaret Stonecipher. I am trying to log into my e-mail account using the User I.D. and Password ***** I have used for centuries and it is telling me that the two do not match their records. Now it is saying that I am locked out because of too many failed log-ins! Frustrated!!!
JA: Have you contacted anyone about your account?
Customer: Who would I contact? I was just set up with internet yesterday because of a move!
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: Not by phone, do not have a tablet. I am using my desktop computer.
JA: What troubleshooting have you tried?
Customer: Nothing.
JA: Anything else you want the email expert to know before I connect you?
Customer: I just want to be able to check my e-mail --- Oh, and I would like to change my password.
Submitted: 5 months ago.
Category: Email
Expert:  michelleclive replied 5 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 5 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.

Please let me know which email service like gmail, yahoo, hotmail etc you are using as account recovery totally depends upon the recovery options set by the email provider

Customer: replied 5 months ago.
yahoo No, thank you. I do not want to pay $39 right now --- recent moving expenses!
Customer: replied 5 months ago.
Are you still with me?
Expert:  michelleclive replied 5 months ago.

if you got the pop up on your screen for remote/phone assistance you can ignore it as that is an additional service to the one you have already opted for

you can ignore it

Expert:  michelleclive replied 5 months ago.

let me know that do you have access to the alternate email or phone number you provided when you signed up for yahoo email

Customer: replied 5 months ago.
No alternative e-mail or phone no. provided when yahoo email was signed up. Now the number may have CHANGED?
Customer: replied 5 months ago.
tHE PHONE NUMBER MIGHT HAVE BEEN(###) ###-####
Expert:  michelleclive replied 5 months ago.

can you give me the email address that you are unable to access

Customer: replied 5 months ago.
Expert:  michelleclive replied 5 months ago.

ok and did you have bellsouth as your internet service provider in the past

Customer: replied 5 months ago.
I guess. But yahoo is be the overriding provider?
Customer: replied 5 months ago.
What is the problem? Why can't I, all of a sudden log into***@******.*** with the password ***** I had used for years --- now I - as of tonight --- changes the password.
Customer: replied 5 months ago.
Sorry, but I am getting impatient. This doesn't seem like that difficult a problem to fix.
Expert:  michelleclive replied 5 months ago.

ok...i will have to check the email recovery options

give me a moment here

Expert:  michelleclive replied 5 months ago.

thanks for waiting

its mentioning that you use this id to access the 2 services

AT&T Access ID
For accessing multiple accounts, such as U-verse, Wireless, and bundles.
DIRECTV

Expert:  michelleclive replied 5 months ago.

is that correct

Expert:  michelleclive replied 5 months ago.

also do you have a phone number ending with 8876

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