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My gmail account will not work. the pop up I get is my

Customer Question
My gmail account will...

My gmail account will not work. the pop up I get is my e-mail address is not available.***@******.*** I've had this address for several years and now I cannot receive or send any e-mail. Dennis Stine

Technician's Assistant: How long have you had this issue with your Gmail account?

It stopped working 2 days ago.

Technician's Assistant: Have you installed any updates recently?

Three weeks ago I installed a program PCmatic said to due to a reoccurring popup that said microsoft needed me to contact them; but the popup was a scam.

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

Yes what happened to make my gmail account stop working. Also I did try this on line but it would not accept my gmail account and I have a different phone number.

Submitted: 9 months ago.Category: Computer
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Answered in 5 minutes by:
9/20/2017
Tech Support Specialist: Martin, Network Engineer replied 9 months ago
Martin
Martin, Network Engineer
Category: Computer
Satisfied Customers: 3,093
Experience: 10+ Years ExperienceCCNA Network EngineerA+ Net+ Linux & Windows OSC++ Programming
Verified

Hi, my name is ***** ***** I will do my best to help you today. To make sure I don't miss anything, please give me a minute to review your question.

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Tech Support Specialist: Martin, Network Engineer replied 9 months ago

Sorry to hear you're having trouble with your Gmail account.

After the popup you mentioned, did you have someone asking you to let them access your computer?

Regards,
Martin

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Customer reply replied 9 months ago
After the pop up I contacted PC matic first due to it being odd. They gave me the address to contact to stop the issue.
Tech Support Specialist: Martin, Network Engineer replied 9 months ago

Do you usually type your password ***** log into your email or is it logged in automatically?

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Customer reply replied 9 months ago
It logs in automatically through outlook 2013
Tech Support Specialist: Martin, Network Engineer replied 9 months ago

May I connect with you remotely to troubleshoot the issue directly?

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Customer reply replied 9 months ago
If you want to connect me directly for no extra cost that will be fine.
Tech Support Specialist: Martin, Network Engineer replied 9 months ago

I can't set it to 0 but I can set it lower for you

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Customer reply replied 9 months ago
I have already agreed to the amount to get this far. I have already paid for this service.
Tech Support Specialist: Martin, Network Engineer replied 9 months ago

I cannot see what amounts you pay and not - the initial amount is for a textual conversation which we're having here. We can continue here if you like. The reason I offered remote is because there may not be a clear way to get this resolved without a lot of trial and error.

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Tech Support Specialist: Martin, Network Engineer replied 9 months ago

What happens when you open Outlook and try to check your email now?

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Customer reply replied 9 months ago
I get pop ups saying my gmail address is not valid. I can see my old e-mails but not any new ones come through and I cannot send any out. Keep in mind I've had this account for several years. No I cannot remember the year or the month I acquired my account.
Tech Support Specialist: Martin, Network Engineer replied 9 months ago

You mentioned it logs in automatically with Outlook 2013

Does it still login automatically?

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Customer reply replied 9 months ago
I do have to click on the Icon for mail in the tool bar. But after that yes it is connected unless I turn it off.
Tech Support Specialist: Martin, Network Engineer replied 9 months ago

Oh ok, so you still have access via Outlook, you just need to know the password?

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Customer reply replied 9 months ago
I don't know! when I did try to enter my gmail address and password, it would stop me and say my address was incorrect. ***@******.***
Tech Support Specialist: Martin, Network Engineer replied 9 months ago

The address does exist - you may be entering the wrong password

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Customer reply replied 9 months ago
This is easy to say. I have tried it several times. If I need to change my password ***** youcan do it. Make it Natasha11.
Tech Support Specialist: Martin, Network Engineer replied 9 months ago

I cannot change it for you but I can help you recover the password ***** your computer if you like

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Customer reply replied 9 months ago
oh boy, I have tried this through gmail and questions asked go back years. I have moved a few times as well as changed phone numbers so I could not recover my password ***** google. Thus I am talking to you.
Tech Support Specialist: Martin, Network Engineer replied 9 months ago

I understand - the password ***** be save in your computer's registry though, and I can recover it for you that way

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Customer reply replied 9 months ago
for another charge over and above what I agreed to you can do something for me.
Tech Support Specialist: Martin, Network Engineer replied 9 months ago

Via this chat I can only recommend the online options which are to use the password ***** form you just mentioned you've tried without success.

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Customer reply replied 9 months ago
Since this is not working what is the easiest way to recover my cost thus far and got off of the monthly premium I had to agree to.. get this far.
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