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I try to access an app and I get a msg which says I cannot…

Customer Question
I try to access...

I try to access an app and I get a msg which says I cannot open because my password ***** *****

Technician's Assistant: When could you last open your software?

Weeks ago

Technician's Assistant: Did you recently update your software or Operating System (OS)?

No, is that what is needed

Technician's Assistant: The Software Technician will be able to walk you through that. Anything else you want the Software Expert to know before I connect you?

Don't think so I'm trying to help my mother and I'm not an apple user, I use android

Submitted: 4 months ago.Category: Computer
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Answered in 1 minute by:
3/10/2018
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 4 months ago
Mr.Med
Mr.Med, Computer Enthusiast
Category: Computer
Satisfied Customers: 2,202
Experience: Networks & Security Engineer
Verified

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

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Tech Support Specialist: Mr.Med, Computer Enthusiast replied 4 months ago

I'm sorry about the issue, What password ***** you forgot please? It is your Google password?

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Customer reply replied 4 months ago
Icloud
Customer reply replied 4 months ago
No to securely connect
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 4 months ago

I'm sorry about the issue. please reset your Apple (iCloud) password, click on the link below:

https://iforgot.apple.com/ enter your email address, then click on Continue at the bottom, and follow the onscreen instructions in order to reset your Apple password.

Let me know the results
Thank you

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Customer reply replied 4 months ago
It says the user name or password ***** “mail.q.com” is incorrect
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 4 months ago

What email service are you using please? eg : CenturyLink

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Customer reply replied 4 months ago
Centurylink
Customer reply replied 4 months ago
what do we need to do?
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 4 months ago

Please use the following settings :

Incoming POP: pop.centurylink.net - Port 995 SSL

Outgoing SMTP: smtp.centurylink.net - Port 587 - TLS if available

Username: Centurylink email address

Let me know the results

Thank you

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Tech Support Specialist: Mr.Med, Computer Enthusiast replied 4 months ago
  • On your iPad/iPhone, Go to Settings > Accounts & Passwords and tap Add Account.
  • tap Other to add your account manually
  • Enter your email address and password.
  • Tap Next and wait for Mail to verify your account.
  • Tap Next. Mail will try to find the email settings and finish your account setup. If Mail finds your email settings, tap Done to complete your account setup.

If it did not find it use the settings below:

Incoming POP: pop.centurylink.net - Port 995 SSL

Outgoing SMTP: smtp.centurylink.net - Port 587 - TLS if available

Username: Centurylink email address

Thank you

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Customer reply replied 4 months ago
When I type on account it asks for VPN Configuration? Does this have something to do with why I can’t go further?
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 4 months ago

Please follow the steps again, If Mail can't find your email settings, then you need to enter them manually. Tap Next, then follow these steps:

  1. Choose IMAP or POP for your new account.
  2. Enter the information for Incoming Mail Server and Outgoing Mail Server. Then tap Next.
  3. If your email settings are correct, tap Save to finish. If the email settings are incorrect, you'll be asked to edit them.

Let me know if you need further assistance

Thank you

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Customer reply replied 4 months ago
I’m not sure if her iPad is updated. When we go to settings we only find Account not Account & passwords. Thank you for being patient, we don’t have kids in our home any more
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 4 months ago

You are welcome, Please tap Accounts and tap Add Account then follow the above instructions

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Tech Support Specialist: Mr.Med, Computer Enthusiast replied 4 months ago

Has everything worked out please?

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