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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 6788
Experience:  Computer Software Support Specialist for more than 10 years
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I cannot access my google email

Customer Question

I cannot access my google email
Submitted: 1 year ago.
Category: Email
Expert:  Jess M. replied 1 year ago.

Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

I am very sorry about your Gmail issue. Before I can assist you further, please tell me the following:

  1. Are you using a computer with Windows XP, Vista, 7, 8, or 10 or a Mac?
  2. In your computer, how do you access your Gmail before? Are you using a web browser like Internet Explorer, Chrome, Firefox or Safari? Or are you using an email program like MS Outlook 2010?
  3. Lastly, can you please tell me the part of your Gmail address before the @ sign so that I can check your recovery options?

Please let me know by replying to me here so that I can help you further. A rating is only required when we are finished.

Best regards,

Customer: replied 1 year ago.
Windows 7
Expert:  Jess M. replied 1 year ago.

Thank you for writing back with that information. I checked your recovery options and you have 2-step verification turned on on your problem account. Is the registered mobile phone still with you now?

Customer: replied 1 year ago.
have phone(###) ###-####
Expert:  Jess M. replied 1 year ago.

But can you confirm if you indeed enabled your 2-step verification for your Gmail account?

Customer: replied 1 year ago.
I will check, am sure I did have to go can continue tomorrow
Expert:  Jess M. replied 1 year ago.

Ok, please take your time and we can resume tomorrow then.