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Can receive e-mails but cannot send. Tells me my password is…

Customer Question
Can receive e-mails but...

Can receive e-mails but cannot send . Tells me my password ***** ***** and my password ***** changed in February. Don’ have a problem with my iPhone just my ipad

Technician's Assistant: What Operating System (OS) are you running on your iPad?

Not sure what you mean

Technician's Assistant: How long has this been going on with your iPad? What have you tried so far?

It has been 4 days that I have not been able to send any emails. Tried to reset my password.

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

No that’s the only problem

Submitted: 1 month ago.Category: Computer
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Answered in 4 minutes by:
3/13/2018
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago
Cabletech
Cabletech, Computer Support Specialist
Category: Computer
Satisfied Customers: 433
Experience: 12 years ISP Technical Support
Verified

Hello and welcome! I would be happy to assist today with your question.

Give me just a moment while I review the information provided.

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Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

I understand you can receive emails but you cannot send any. The error you are getting is due to your login. It sounds like a setting issue which should be easy to fix. What type of Ipad do you have?

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Customer reply replied 1 month ago
Apple
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

Do you what version you have?

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Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

Also, who is your email provider?

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Customer reply replied 1 month ago
My Apple iPad is about 3 years old.isn’t msn my e-mail provider?
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

Oh ok! So you have a Hotmail account?

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Customer reply replied 1 month ago
My Apple iPad is about 3 years old. I think the e-mail provider is outlook
Customer reply replied 1 month ago
I keep hitting send but not getting any answer
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

What is your email address that you are having an issue with. That will help me out the most.

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Customer reply replied 1 month ago
I think you mean***@******.***
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

Great! I see now. On your Ipad, what program do you use to access your email?

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Customer reply replied 1 month ago
I’m not sure what you mean by the program I use to access my email.I am a 79 yr old not very techy
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

I'm sorry! Let me ask in a different way. On your ipad, how do you access your email? Do you open an icon called email?

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Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

I asked that just to make sure you weren't using another icon that could change my direction of troubleshooting. Okay, good. We're in a good spot now. I will have to have you verify some settings now so let's do this!

Can I have you open "Settings." If you don't have Settings, swipe right and type in the search box "Settings" and open the result.

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Customer reply replied 1 month ago
I am open to settings
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

In the Settings app, navigate to Mail, Contacts, Calendars

Tap the account name to view the account.

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Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

On the main screen for your email account, tap on the email address near the top of the screen next to Account to access the account’s settings.

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Customer reply replied 1 month ago
Verizon is what is on top of my emails
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

Is that the account you send from your ipad?

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Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

I wasn't sure if you also have a Verizon email address too.

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Customer reply replied 1 month ago
Now I am getting confused Idon’t have a separate Verizon e-mail address
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

Okay. I was confused too when you said the email area you read said Verizon. No worries.

Were you able to get to a screen that looks like this?

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Customer reply replied 1 month ago
Ok I see attached now what?
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

Are you seeing that on your ipad now?

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Customer reply replied 1 month ago
What does the $42 payment cover if I keep seeing a $39 fee to have you troubleshoot
I have it on my iPad and iphone
Tech Support Specialist: Cabletech, Computer Support Specialist replied 1 month ago

The secure connect is not what we need. It's offered by the site but because it is an ipad, it's hard to connect to your ipad to share the screens. If you had this issue on a laptop for example, it would allow me to remote into your computer and take over so I can move around a bit quicker.

Just to recap, I had you go to settings. Then navigate to Mail, Contacts, Calendars. Tap the account name to view the account. Then tap on the email address which should be your MSN email address.

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Customer reply replied 1 month ago
I went to each of the settings but did not see email address
Tech Support Specialist: Josh, Support Specialist replied 1 month ago
Josh
Josh, Support Specialist
Category: Computer
Satisfied Customers: 21,671
Experience: 5 years as Network Admin, 10+ years of IT support
Verified

Hello:

I'm so very sorry it took so long for someone to offer assistance to you. My name is ***** ***** I've just come online and saw your question waiting. Before we start, can you please confirm if you still need assistance with your question? Thank you!

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Customer reply replied 1 month ago
my problem has not been resolved.
Customer reply replied 1 month ago
Using my iPhone to tell you my problem has not been resolved
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

Have you tried deleting the email account then adding it back?

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Customer reply replied 1 month ago
No I don’t know how to delete the account and adding it back.
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

Go into Settings then Mail

Do you see the email account listed?

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Customer reply replied 1 month ago
I went to mail and did not see the email account so I went to accounts and passwords and saw msn listed.Is that what I need?
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

Yes, select it then scroll down and DELETE

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Customer reply replied 1 month ago
Ok I hit delete
Customer reply replied 1 month ago
Time is getting to be a problem for me can we do this a little faster?
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

Did you delete the account then add it back as instructed?

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Customer reply replied 1 month ago
Nothing showed me how to add it back I don’t know how to do it sorry
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

If you do not have another email address linked then you can open the Mail app and it will prompt you to setup the account

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Customer reply replied 1 month ago
I opened the mail app but there is nothing that prompts me went to accounts and hit new account but it’s telling me username or password ***** ***** but that password ***** changed on Feb 2nd
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

If it is prompting you for a password ***** you did not delete the account properly

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