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As of this minute - for the first time ever - I cannot

Customer Question
As of this minute...

As of this minute - for the first time ever - I cannot access my email account.

Technician's Assistant: Just to clarify, what email service provider are you using for this account?

I thought it was Google(?)

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

No

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

Only that I get internet services through Dish does that matter?

Submitted: 8 months ago.Category: Computer
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Answered in 5 minutes by:
11/9/2017
Tech Support Specialist: Josh, Support Specialist replied 8 months ago
Josh
Josh, Support Specialist
Category: Computer
Satisfied Customers: 21,938
Experience: 5 years as Network Admin, 10+ years of IT support
Verified

Hi! My name is ***** ***** I will be assisting you. Let's get started!

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Tech Support Specialist: Josh, Support Specialist replied 8 months ago

What is the error message that you see when you try to access your account?

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Customer reply replied 8 months ago
not recognizing email address or passwords
Tech Support Specialist: Josh, Support Specialist replied 8 months ago

What is the exact error message?

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Customer reply replied 8 months ago
Did not receive an error message. Just cannot get to email at all
Tech Support Specialist: Josh, Support Specialist replied 8 months ago

You will receive an error message when you try to sign in

Please try again and let me know the error

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Customer reply replied 8 months ago
typed in email address. then typed in temporary password ***** to me by someone via phone at JustAnswer.com. It is not recognizing temp password ***** I don't have or know another one.
Tech Support Specialist: Josh, Support Specialist replied 8 months ago

Justanswer.com does not have access to your Google account -- It sounds like you are mixing the two accounts together.

Did you reset the email address password?

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Customer reply replied 8 months ago
where are you?????
Tech Support Specialist: Josh, Support Specialist replied 8 months ago

Justanswer.com does not have access to your Google account -- It sounds like you are mixing the two accounts together.

Did you reset the email address password?

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Customer reply replied 8 months ago
I didn't and I don't know how
Tech Support Specialist: Josh, Support Specialist replied 8 months ago

What is the email address?

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Tech Support Specialist: Josh, Support Specialist replied 8 months ago

What is the last password ***** you remember working?

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Customer reply replied 8 months ago
I think the very first original was PEB3girls - however I have tried to reset it and also use the temp given me by JustAnswer - so there have probably been a few. Last one being jac123 from JustAnswer. I have not been asked anytime recently to enter a password ***** accessing my email.
Tech Support Specialist: Josh, Support Specialist replied 8 months ago

Do you have the phone number ending in 84? If you do, what is the full number?

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Customer reply replied 8 months ago
No. Phone # changed to(###) ###-####
Tech Support Specialist: Josh, Support Specialist replied 8 months ago

Unfortunately, that is the only way to recover the account.

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Customer reply replied 8 months ago
what do you mean? to pay the $39?
Tech Support Specialist: Josh, Support Specialist replied 8 months ago

No, you need access to the number ending in 84 to recover the account otherwise you will need to start a new account.

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Customer reply replied 8 months ago
I no longer have that phone...so how do I access that number? Have not had that number for several months now ?????
Tech Support Specialist: Josh, Support Specialist replied 8 months ago

Unfortunately, it is up to the user to make sure their account recovery options are up to date.

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Customer reply replied 8 months ago
what can I do now? I did not know that.
Tech Support Specialist: Josh, Support Specialist replied 8 months ago

You will not be able to recover the account without that phone number.

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Customer reply replied 8 months ago
I know the #, however it no longer belongs to me due to poor reception where I live. What is my option?
Customer reply replied 8 months ago
Can I somehow enter the old phone # and then update it?
Tech Support Specialist: Josh, Support Specialist replied 8 months ago
Unfortunately, no.
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Customer reply replied 8 months ago
can I recover any of my old emails if I create a new account? What do I have to create a new account, can I keep same email address, and what is the cost? Have had this account almost 5 years....
Customer reply replied 8 months ago
why did this happen all of sudden after all this time?
Tech Support Specialist: Josh, Support Specialist replied 8 months ago
You will need a brand new email and you will lose everything in the old account.
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Customer reply replied 8 months ago
How do I create a new account and what is the cost?
Tech Support Specialist: Josh, Support Specialist replied 8 months ago
Creating a new account is free.You can create a new account here: https://accounts.google.com/SignUp?service=mail&continue=https%3A%2F%2Fmail.google.com%2Fmail%2F<mpl=ecobh&btmpl=mobile
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Customer reply replied 8 months ago
when I click on the address you gave (above) it does not work. Do I need to type it in a new page?
Customer reply replied 8 months ago
It says address invalid. Exactly what do I need to type in?
Tech Support Specialist: Josh, Support Specialist replied 8 months ago
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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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