How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Jess M. Your Own Question
Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1835
Experience:  Computer Software Support Specialist for more than 10 years
Type Your Email Question Here...
Jess M. is online now
A new question is answered every 9 seconds

I need a new G Mail password. My old password ***** not work

Customer Question

I need a new G Mail password. My old password ***** not work and I am getting the run around trying to get a new password.
Submitted: 2 years ago.
Category: Email
Expert:  Jess M. replied 2 years ago.
Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
Are you using a computer to access your Gmail account? Or are you using a smartphone?
Please let me know so that I can help you further.
Best regards,
Customer: replied 2 years ago.
Jess I am using a HP Lap Computer.
Expert:  Jess M. replied 2 years ago.
Thank you for writing back with that information and I am very sorry about your persisting issue.
Have you tried to RESET your Gmail password ***** regain access to the account? The very first procedure to recover a Gmail account when the password ***** ***** is to reset it and you shall then be allowed to create a NEW password ***** it. However, during the reset procedures, you will undergo a verification process to ensure that you are the owner of the account.
Keep me posted.
Customer: replied 2 years ago.
Jess, I am 83 years old and I do not know how to do the reset procedure. My wife always took care of the computer, unfortunately she died and I am a real novice about this computer. I
Expert:  Jess M. replied 2 years ago.
Thank you for writing back and I am sorry about your loss. Can I remotely access your computer so that I can directly perform the recovery procedures for you while you watch?
Remote access is an optional additional service offer with a minimal one-time flat fee ($10.99) regardless of how long it will take me to fix the problem. We can resume any time without additional cost. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help.
Please let me know if you want this remote option.
Best regards,