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Ask Jess M. Your Own Question
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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Think it's been hacked. Every time I try to get in following

Customer Question

Think it's been hacked. Every time I try to get in following instructions I get to last password ***** and it won't take the one it accepted earlier. Have. Hanged password ***** times. Third problem occurs mostly with iPad Air and then spreads to phone. Betteg
JA: When did you last reset your username and password?
Customer: 3 days ago.
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: Phone or tablet
JA: What troubleshooting have you tried?
Customer: Google advice to get in account if hacked. Prompt never arrives
JA: Anything else you want the email expert to know before I connect you?
Customer: Had this problem with aol and they said some filter was blocking email. I don't know how to find that to look at it on gmail.
Submitted: 8 days ago.
Category: Email
Expert:  Richard replied 8 days ago.

Hi there and welcome

Can you tell me the part of the email address after the @ symbol with the issue please?

Thank you

Customer: replied 8 days ago.
Gmail.com
Expert:  Richard replied 8 days ago.

Thank you

When you now try to sign into the acoc**t, what is the message you receive?

Customer: replied 8 days ago.
Wrong password ***** it is correct password.
Expert:  Richard replied 8 days ago.

Thanks

On which device are you trying to sigin into it on?

Your computer? Another device?

Customer: replied 8 days ago.
IPad Air
Expert:  Richard replied 8 days ago.

Thanks

Howw on the iPad? Via the email app? Safari? Another app?

Customer: replied 8 days ago.
Mail and later safari
Expert:  Richard replied 8 days ago.

ok, click on this link

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

And follow the steps there to reset your password

Tell me when you have please.

Customer: replied 8 days ago.
Have done that several times and I never get prompt. If I go through the alternative way, it says I have incorrect password ***** was just accepted to access account recovery.
Expert:  Richard replied 8 days ago.

Can you tell me what you mean please with

I never get prompt.

Which prompt are you referring to?

Customer: replied 8 days ago.
It says you will receive prompt on phone and then enter code that is showing. Prompt never appears.
Expert:  Richard replied 8 days ago.

It is a text message that they send to you.

Can you check your phone for any text messages please.

Customer: replied 8 days ago.
No text
Expert:  Richard replied 8 days ago.

ok, then a different number was provided then the one on record.

Did you enter a recovery email address you could be contacted on when creating this account?

Customer: replied 8 days ago.
Expert:  Richard replied 8 days ago.

ok, use this option to have the code emailed to you

Let me know the results please