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My 92 year old mother hs forgotten her gmail password and I…

Customer Question
My 92 year old...

My 92 year old mother hs forgotten her gmail password ***** I have been trying to reset it. You keep sending me a code to my computer but ir doesn't help me any to adjust her email password?

Technician's Assistant: Are you logged into your Gmail account on any other devices?

Yes, but am trying to log in to her account, but can't as she has never used that account on my computer

Technician's Assistant: Do you have security questions or a phone number on file to help reset your password?

For her account, i have no idea. On my account it is my cell phone #

Submitted: 4 months ago.Category: Computer
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Customer reply replied 4 months ago
Ok so i still need to change her password ***** I tried to enter the code into her Kobo device but she has no internet so want to do it on my computer
Answered in 7 minutes by:
12/20/2017
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago
Aparna Indresh
Aparna Indresh, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 371
Experience: Engineer at Aparna Indresh
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Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

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Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

It sounds like you want to reset the password ***** Gmail Account so in this case May I have your Gmail Id so that i can check for the reset options from my side?

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Customer reply replied 4 months ago
My mom's name is ***** ***** Her account is***@******.***
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Thanks for the information i will check it from my side.

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Customer reply replied 4 months ago
No I just want to change her password ***** a new one.
Customer reply replied 4 months ago
can i give you the password ***** want to use for her account?
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

May I have her last password ***** she used using this account?

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Customer reply replied 4 months ago
no now knows what her password *****?!!!
Can i give you one to start using?!!
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Okay, you can provide that.

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Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

May I know when she created her Gmail account Month and the year?

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Customer reply replied 4 months ago
ok here it is- Florrie*92
It is hard to remember as she got a Kobo maybe in 2014 or 15 and the account may have been started in December or January of one of those years?
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Does she have any recovery email address associated with her gmail account?

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Customer reply replied 4 months ago
I don't know. I doubt it, but you could add my cell number or gmail account to it.
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Sorry but we will not be able to add it now we can change it once we are able to login.

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Customer reply replied 4 months ago
ok
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

As she don't remember the security questions and also don't have any recover email and phone number it is not possible to reset the password.

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Customer reply replied 4 months ago
this has been a total waste of time????? what am I supposed to do?
She as over 600 emails and pictures that we can't access??
Customer reply replied 4 months ago
I am sure that the answer to your time Google started is one of those months and years. What is the problem?
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Sorry for the inconvenience caused but it is not possible to reset the password ***** having recovery email and answers to security questions and Google does not provide live support for Gmail so you can not contact Google for help with account recovery.

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Customer reply replied 4 months ago
How do I contact them. Give me a phone or contact point.Also it looks like I will be charged for this conversation. Is that right? I signed up for 1 free week?
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

I understand your concern I am a user of the site just like you and cannot help you with site-related issues. You can contact JustAnswer's Customer Service by clicking on the Contact Us button at the bottom of your screen or by going to this link: http://ww2.justanswer.com/customer-support and can check for the charges.

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Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Google does not provide live support for Gmail so you can not contact Google for help with account recovery.

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Customer reply replied 4 months ago
ok but how do I contact google to help with account recovery. I only got you. Thats what i originally thought i was doing.
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Please click on this link https://support.google.com/accounts/troubleshooter/3130750?hl=en and check the information given in it.

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Customer reply replied 4 months ago
ok thanks . I guess that is it.
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Thank you for your time.

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Customer reply replied 4 months ago
I tried that but i can't access my mom's account but it only ask about my gmail account?
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

What is the error message you are getting?

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Customer reply replied 4 months ago
I can't log in to her count so it assumes that i want to make changes to my account
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Okay, try to access the link in different browser like mozilla,internet explorer?

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Customer reply replied 4 months ago
This is what i got -- 404. That’s an error.The requested URL was not found on this server. That’s all we know.
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Have you tried clicking on learn more hyper link?

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Customer reply replied 4 months ago
nothing works so i don't know how to really contact Google and can't remember when she actually started her account. So I guess i am screwed..
Customer reply replied 4 months ago
i guess we are done
Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

As I told you earlier without having recovery email and answer to security question it is not possible to recover the account and reset the password.

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Tech Support Specialist: Aparna Indresh, Computer Hardware Engineer replied 4 months ago

Thank you for your time and patience I really appreciate it.

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