How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Mr.Med Your Own Question
Mr.Med
Mr.Med, Other
Category: Email
Satisfied Customers: 1295
Experience:  Networks & Security Engineer
76221641
Type Your Email Question Here...
Mr.Med is online now
A new question is answered every 9 seconds

I could not get access to my Gmail account today. I was told

Customer Question

I could not get access to my Gmail account today. I was told when I called a Gmail support number that I found online that my computer had been accessed by computers in Nigeria. They asked for and I gave them access to my computer and even paid $350 to have a company called Orchid provide security. I now feel like I fell for a scam. What do you recommend that I do?
JA: How long have you had this issue with your Gmail account?
Customer: I couldn't access my account for the last 36 hours or so.
JA: Have you installed any updates recently?
Customer: No
JA: Anything else you want the computer expert to know before I connect you?
Customer: Just that I'm pretty worried that someone has access to my identity now and I don't know how to fix it.
Submitted: 5 months ago.
Category: Email
Expert:  Mr.Med replied 5 months ago.

Hi, I'mCustomer Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.

Expert:  Mr.Med replied 5 months ago.

I am sorry this has happened to you. This is a popular scam that has been going on. They pretending to be Gmail technical support. Please DO NOT let them have access to your computer anymore, as they are probably installing spyware and other malicious items.
Report them to the Internet Crime Bureau here - http://www.ic3.gov/default.aspx

Also Would you like me to set up a remote session, which will allow me to connect directly to your screen and help you directly with this issue?

Thank you

Customer: replied 5 months ago.
Expert:  Mr.Med replied 5 months ago.

What operating system you are using please? (Windows or Mac)

Customer: replied 5 months ago.
I think I'll call Apple and see if they can do this. But thank you.
Expert:  Mr.Med replied 5 months ago.

Ok as you like, If you have a moment please rate my service by clicking on one of the faces below as this reflects my service to you.

JustAnswer has a 100% satisfaction guarantee. We value you as a customer and very much want you to be satisfied.

Thank you

Expert:  Mr.Med replied 5 months ago.

Additional informations :

Scan your Mac or PC by following the steps below :

1-Run Malwarebytes, a free malware/virus scanner. Please click https://www.malwarebytes.com/mac-download/

for windows computer click : https://www.malwarebytes.com/mwb-download/

Once you install it, Update and then run Scan and Delete any Malware/Viruses. It should take 25-55 minutes to complete.

2- Once that is complete, download Ccleaner, as this will clean temp and cache and corrupted files from your computer. Click https://www.piriform.com/ccleaner-mac

for windows computer click : https://www.piriform.com/ccleaner/download

Note : Uncheck History before you run the program

Recover Gmail password :

Please click on the link below and follow the onscreen instruction :

https://accounts.google.com/signin/recovery

Thank you