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Just got new phone. trying to check emails and it wants

Customer Question
Just got new phone...

Just got new phone. trying to check emails and it wants email address and password. I gave it and it is not excepted

Technician's Assistant: When did you last reset your username and password?

About 2 weeks ago. wnenever the equafax breach was.

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

Not that I am aware of

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

Don't think so

Submitted: 7 months ago.Category: Computer
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Answered in 3 minutes by:
10/2/2017
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago
PC_Wizzard
PC_Wizzard, Computer Enthusiast
Category: Computer
Satisfied Customers: 962
Experience: Server, networking, desktop questions welcome.
Verified

Hello and welcome to JustAnswer. My name is***** will be assisting you today. I am sorry to hear that you are having such trouble.

Are u using a gmail account? And what phone do u use?

Note: - If you are getting pop up message regarding secure remote assistance offer it’s an automated pop up, you can ignore it by closing (x) that pop up message. Please use the reply box below to reply to me

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Customer reply replied 7 months ago
Samsung, gmail account I have had for a long time. No pop ups. It will not accept my password
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ok please open this link on your pc or phone and login and then try to sign into your gmail account on your phone again

https://accounts.google.com/DisplayUnlockCaptcha

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Customer reply replied 7 months ago
No, not for 39
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Please ignore the popup it's automated

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Customer reply replied 7 months ago
How do I open that link on my phone? Go to internet, i suppose.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Yes please

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Customer reply replied 7 months ago
please, HOW???
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

open up your internet on the phone and type in the link above or do you have a pc?

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Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

You can also download teamviewer quicksupport for samsung from the playstore and I can assist you?

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Customer reply replied 7 months ago
Just tell me how to use my password ***** google will not accept. Do I need to change it again. If so, how
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ok we need to test to see if your password ***** ***** online first

go to the internet and then google and then gmail and try to sign in?

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Customer reply replied 7 months ago
Here lies the problem.. I go and try to sign in. It wants my password. I put it in and it says oops. try again. I write these down each time I change one or get a new one.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

What is your gmail address?

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Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Do you have a number ending in 91?

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Customer reply replied 7 months ago
As in a password. If PW, then no.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

no your cell number?

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Customer reply replied 7 months ago
I think I know what the problem might be. I left off the last two digits of PW. The 91 is my home phone land line.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ok please test and let me know

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Customer reply replied 7 months ago
It is asking me to go to 91 number and get code. Don't get texts on landline
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ok lets try the security questions

What was your first phone number?

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Customer reply replied 7 months ago
As a child, I don't know. As an adult with cell, I don't remember.
Customer reply replied 7 months ago
This is the only cell number I have owned. I had cells with jobs before retiring. don't remember the numbers. Didn't call myself very often.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Do you have a pc? did you login to your gmail account from there ever?

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Customer reply replied 7 months ago
it is working. I just changed phones this morning and was trying to check emails from the phone. I put in address and PW. No go; it did not work. It is the passwork locking me out.
Customer reply replied 7 months ago
Do you want my password ***** give it a try.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Yes let me try it

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Customer reply replied 7 months ago
MaxCasey7176**
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

They are calling with a 6 digit code on the land line now

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Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Please write down the code and provide me with that?

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Customer reply replied 7 months ago
Have them try again; husband was on phone. I will
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ok trying again

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Customer reply replied 7 months ago
The google lady said do not give the number to anyone and google will never ask for it. Here it is: 367418. I assume these notes are recorded somewhere.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Yes it is ok i'm logged in, let me quickly see why the phone is not working

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Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Give me 2 min

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Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ok try to again on your phone?

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Customer reply replied 7 months ago
ok
Customer reply replied 7 months ago
Phone is hung up on putting that code in. I put it in and said it was wrong I am running out of power on the phone: What about the $5 charge if I have to hand up.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

No use your normal password

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Customer reply replied 7 months ago
I would if I could get to that screen. Phone is on your messages. Will try again.
Customer reply replied 7 months ago
Just put it in. Gives me the try another way screen.
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Are you 100% sure you are typing it correctly on the phone?

I can connect to your phone if you download teamviewer quicksupport for samsung from playstore?

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Customer reply replied 7 months ago
I will try again
Customer reply replied 7 months ago
I did. EXACTLY!! Now it tells me "account already exists."
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

I changed a setting and can see the phone logged in now

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Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Do you have the mail app on your phone you can open? or do you use the internet icon?

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Customer reply replied 7 months ago
Don't see any emails; just more questions.
Customer reply replied 7 months ago
For how much???
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

nothing extra, can you see the gmail icon on your phone?

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Customer reply replied 7 months ago
I tried to click google and email. New phone. I have not set up app.
Customer reply replied 7 months ago
Go in and fix the D thing
Customer reply replied 7 months ago
only have 13% power
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ok you will need to open the playstore fist and search for teamviewer quicksupport for samsung and install that

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Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

It's very small and will download fast

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Customer reply replied 7 months ago
ok i did
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ones downloaded please open it and provide me with the ID on the screen?

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Customer reply replied 7 months ago
It is installed; you go from here
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Please give me the ID first?

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Customer reply replied 7 months ago
where is ID
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Open teamviewer app and it will show it on the screen

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Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Ok there's the mail

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Customer reply replied 7 months ago
I see it. Is this google account in the name of William Comer or Carol Comer
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Name shows William Comer

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Customer reply replied 7 months ago
Is there a password ***** I may need in the future
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

Only the one you used - no other password

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Customer reply replied 7 months ago
Thank you soooo much. Was the $5 (refundable) for a trial or was it a charge?
Tech Support Specialist: PC_Wizzard, Computer Enthusiast replied 7 months ago

I believe it will be a bit more that that but you can phone the accounts department to find out on 1.***-***-****

I'm only the technician

Would you mind to rate my services in the top right hand corner on the stars

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PC_Wizzard
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Category: Computer
Satisfied Customers: 962
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Experience: Server, networking, desktop questions welcome.

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