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I can't get into my e-mail account password doesn't work,

Customer Question
I can't get into...

I can't get into my e-mail account password *****'t work , answers to questions don't work and phone numbers don't match as well

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

No

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

Yes but my answers don't match and the phone number on file doesn't even seem to be from Ont

Submitted: 3 months ago.Category: Computer
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Answered in 4 hours by:
3/28/2018
Tech Support Specialist: Pete, Computer Engineer replied 3 months ago
Pete
Pete, Computer Engineer
Category: Computer
Satisfied Customers: 20,330
Experience: CISCO certified, Microsoft proficient, computing expert.
Verified

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

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Tech Support Specialist: Pete, Computer Engineer replied 3 months ago

Who is your email provider?

What error message are you getting when you try to log in?

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Customer reply replied 3 months ago
Rogers That is an incorrect password ***** try again
Tech Support Specialist: Pete, Computer Engineer replied 3 months ago
  1. Go to rogersmembercentre.com.
  2. Click Forgot Password.
  3. Enter your Rogers Yahoo! email address into the Email Address field and click Next.
  4. Enter the Answer for your security question and your Date of Birth then click Next.
  5. Enter your new password, and confirm it.

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Your satisfaction is my priority; I hope I have earned 5 stars today!

Please take a moment to rate my service 5 stars and press Submit at the top of your question page; tips appreciated :)

If my service is lacking and not worth 5 stars yet, please let me know before submitting your rating and I will do my best to assist you further.

Pete.

--------------------

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Customer reply replied 3 months ago
I have done that but it tells me that I have enter a wrong answer Even the phone number that they have on my account to send conformation isn't an Ont Canada number
Tech Support Specialist: Pete, Computer Engineer replied 3 months ago

Ok, then it may be possible that your email account was hacked and the recovery information was changed.

When you click on "Forgot Password" do you see an option to report a compromised account?

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Customer reply replied 3 months ago
No. I do not
Tech Support Specialist: Pete, Computer Engineer replied 3 months ago

What options do you see listed?

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Customer reply replied 3 months ago
Asks for e-mail address
Then asks for my first car or motorcycle then birthday
Tech Support Specialist: Pete, Computer Engineer replied 3 months ago

Are you able to answer the security questions correctly?

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Customer reply replied 3 months ago
No
Tech Support Specialist: Pete, Computer Engineer replied 3 months ago

These are security questions to prevent others from taking over your account so if they cannot be answered correctly then the account cannot be recovered.

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Customer reply replied 3 months ago
But the security questions didn't stop someone from taking over my account Why can't someone now hack my account and return it back to a point before it was hacked
Tech Support Specialist: Pete, Computer Engineer replied 3 months ago

If it had a weak password ***** then it could be easily hacked by using a dictionary or similar tool to eventually guess the password.

Do you normally use strong passwords with numbers and symbols included?

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Customer reply replied 3 months ago
Large and small case letters and numbers
Tech Support Specialist: Pete, Computer Engineer replied 3 months ago

If you use a strong password ***** another way hackers can access your account and change the password ***** ***** malware.

Where all do you access your email account?

Have you scanned all devices for viruses and malware?

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Tech Support Specialist: Pete, Computer Engineer replied 3 months ago

Hi, just checking in on your question. If the issue is resolved or you do not need anymore help, please rate our session as 4 stars or more and press submit so I am credited for my time, otherwise please reply back so we can continue with the issue.

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