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 Andy Your Own Question
Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
16465236
Type Your Computer Question Here...
Andy is online now
A new question is answered every 9 seconds

I haven't been on in months and forgot my password for my

Customer Question

I haven't been on in months and forgot my password ***** my acct
JA: Have you contacted anyone about your account?
Customer: No can't even get in my Outlook account
JA: Have you installed any updates recently?
Customer: No
JA: Anything else you want the computer expert to know before I connect you?
Customer: Do you need my screen name I'm on my phone texting you not my computer . I can't even get to the home screen to reset my account
Submitted: 4 months ago.
Category: Computer
Expert:  Sudipto replied 4 months ago.

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

Expert:  Sudipto replied 4 months ago.

Are you talking about your email account?

Customer: replied 4 months ago.
To sign in on my laptop it won't let me
Customer: replied 4 months ago.
I don't know my old password ***** get on my laptop
Expert:  Sudipto replied 4 months ago.

Do you mean the working password?

Customer: replied 4 months ago.
Expert:  Sudipto replied 4 months ago.

Do you use Windows 10?

Customer: replied 4 months ago.
windows 10
Expert:  Sudipto replied 4 months ago.

Ok, can you check the login screen and let me know if you use your email address as the login name?

Customer: replied 4 months ago.
When I turn on my laptop my username Sara cross comes up and the password *****
Customer: replied 4 months ago.
Can't get past that
Customer: replied 4 months ago.
My log in is my Outlook email
Expert:  Sudipto replied 4 months ago.

Yes, that is why I asked. It means your email password ***** ***** working, did you check if the caps lock is pressed on your keyboard or not?

Customer: replied 4 months ago.
No it's not
Expert:  Sudipto replied 4 months ago.

Ok, are you replying me from another PC?

Customer: replied 4 months ago.
No
Expert:  Sudipto replied 4 months ago.

Then??

Customer: replied 4 months ago.
Cell
Expert:  Sudipto replied 4 months ago.

Do you have any other PC, because you will need one to reset the password ***** your email address?

Customer: replied 4 months ago.
my sons
Customer: replied 4 months ago.
What do we do
Expert:  Sudipto replied 4 months ago.

OK, please wait.

Expert:  Sudipto replied 4 months ago.

Can you try to access your email account from your son's PC and let me know, if you can do that or not?

Customer: replied 4 months ago.
I don't know the password
Expert:  Sudipto replied 4 months ago.

OK, open outlook.com on that PC and reply me back here.

Customer: replied 4 months ago.
I cant
Expert:  Sudipto replied 4 months ago.

Why?

Customer: replied 4 months ago.
Ok he's on Outlook now
Expert:  Sudipto replied 4 months ago.

In his email account or Outlook.com website?

Customer: replied 4 months ago.
it is
Expert:  Sudipto replied 4 months ago.

Are you on the sign in page of outlook.com?

Customer: replied 4 months ago.
I am
Expert:  Sudipto replied 4 months ago.

Click on the Sign in button and on the next page enter your outlook email address on the box, which you will get and reply me back.

Customer: replied 4 months ago.
It's asking for a password
Expert:  Sudipto replied 4 months ago.

Ok, at the bottom of the password ***** you will see "Forget My Password" click on it.

Customer: replied 4 months ago.
It doesn't have one or does mine
Expert:  Sudipto replied 4 months ago.

Then, what options do you see except the password *****?

Customer: replied 4 months ago.
It says add a connecting account
Expert:  Sudipto replied 4 months ago.

You said that, it is asking for the password?

Customer: replied 4 months ago.
It is
Expert:  Sudipto replied 4 months ago.

Can you tell me the email address?

Customer: replied 4 months ago.
Mine is***@******.***
Customer: replied 4 months ago.
His is***@******.***
Expert:  Sudipto replied 4 months ago.

Do you have any cell phone number, which ends with the digit 67?

Customer: replied 4 months ago.
No I don't
Expert:  Sudipto replied 4 months ago.

Do you have any other email address with Ymail?

Customer: replied 4 months ago.
No my other one is***@******.***
Expert:  Sudipto replied 4 months ago.

Can you access the***@******.*** email address?

Customer: replied 4 months ago.
from my tablet
Expert:  Sudipto replied 4 months ago.

Ok, check that email address and you have got an email from Outlook or Microsoft, with a code, let me know the code.

Customer: replied 4 months ago.
Can't see a message about the code
Expert:  Sudipto replied 4 months ago.

Did you check the spam folder?

Customer: replied 4 months ago.
Haven't got an email, I'm so done with this
Expert:  Sudipto replied 4 months ago.

I am also out of ideas. I will open the question for others.

Expert:  Richard replied 4 months ago.

Hi there and welcome

Do you still need assistance with this?

Please let me know