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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1823
Experience:  Computer Software Support Specialist for more than 10 years
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I am not able to get into my standing email account:

Customer Question

I am not able to get into my long standing email account:***@******.***.
My cell phone does not accept texts.
Please help. have lost all contacts, resume and photos.
My cell phone # is(###) ###-####
Submitted: 10 months ago.
Category: Email
Expert:  Dan replied 10 months ago.

Hello and thank you for your question. I look forward to assisting you today. What happens when you try to log in?

Customer: replied 10 months ago.
It rejects my password.
Customer: replied 10 months ago.
Do not want to spend $39 more dollars.
Expert:  Dan replied 10 months ago.

Okay, and did you setup a backup email address so Yahoo could send a temporary password?

Expert:  Dan replied 10 months ago.

Disregard the Premium Service option please.

Customer: replied 10 months ago.
I have a new email account:***@******.***
Expert:  Dan replied 10 months ago.

Give me a minute please.

Customer: replied 10 months ago.
Waiting for a reply from Dan.
Expert:  Dan replied 10 months ago.

Do you have a password ***** the old email account?

Customer: replied 10 months ago.
777**Lia22
Expert:  Dan replied 10 months ago.

Okay.

Customer: replied 10 months ago.
Praying you can restore my long standing yahoo account.
Expert:  Dan replied 10 months ago.

Is the password ***** the old email account?

Customer: replied 10 months ago.
Old and new.
Expert:  Dan replied 10 months ago.

And if I understand correctly, you do not have text service on your cell phone?

Customer: replied 10 months ago.
That's correct.
Expert:  Dan replied 10 months ago.

Okay then. The only way you can recover the old account the way it was originally setup, is to temporarily have text service connected to your cell phone. That way, Yahoo can send you a code that will give you access back into your old account. Depending on your cell carrier, this should be a very minimal expense and you can cancel later.

Customer: replied 10 months ago.
I will call Verizon now but what will happen to our session?
Expert:  Dan replied 10 months ago.

I can wait and you can contact me later when your text service is restored to make sure you can gain access if you like.

Customer: replied 10 months ago.
Will I have to pay a second time? I am afraid I won't be able to get back to you. I don't even remember the steps I took to get to you! Sorry, I am not very computer savvy. Please advise.
Expert:  Dan replied 10 months ago.

No. Just leave your browser open to this web page like it is now and respond back to me when you can and I will be notified. It may take some time for me to respond so be patient.

Customer: replied 10 months ago.
OK, I'm on the phone with Verizon now (on hold).
Expert:  Dan replied 10 months ago.

Okay.

Expert:  Dan replied 10 months ago.

Any progress?

Customer: replied 10 months ago.
Still on hold but Verizon just sent me a text. I had to recall from a different phone and be on hold again. But maybe text feature is working?
Expert:  Dan replied 10 months ago.

Okay, let em try from your Yahoo account again.

Customer: replied 10 months ago.
Confused. Let who try? Can you try?
Expert:  Dan replied 10 months ago.

Yes, I will. If it works, you should receive a text from Yahoo.

Customer: replied 10 months ago.
Great!! Hope I get text from you!
Expert:  Dan replied 10 months ago.

They should be sending you an account key if working. Let me know if you get it.

Expert:  Dan replied 10 months ago.

Anything from Yahoo?

Customer: replied 10 months ago.
They just sent me a text so it's working. They say make sure phone number is *****(###) ###-#### and maybe the text you are sending is too long.
Expert:  Dan replied 10 months ago.

You should see a text from Yahoo with a code number. Do you see that?

Customer: replied 10 months ago.
I have a basic phone. Please can you call and tell me the code number? Please.
Expert:  Dan replied 10 months ago.

Let me check on something.

Customer: replied 10 months ago.
Are you still with me Dan?
Expert:  Dan replied 10 months ago.

Okay we have tried too many times to access the account so we will have to give it some time and try again later.

Expert:  Dan replied 10 months ago.

Are you unable to receive text messages on your phone?

Customer: replied 10 months ago.
Ok, will give it a rest. Can you not just call me with the code or put in yourself for me?
Expert:  Dan replied 10 months ago.

No. The way this works is, when Yahoo receives the request, they send it to you in a text message to your cell phone. That is a fail safe in case you forget your password, so you will actually need to send me the code, if we can ever get it to work?

Customer: replied 10 months ago.
It seems that text messaging is working. Have to take a break for awhile. Have a headache. Will check back. Thanks, Marjorie
Expert:  Dan replied 10 months ago.

Okay. I will try again later and see what happens.

Expert:  Dan replied 10 months ago.

I sent a help request to support indicating you need to recover information from your old email account. Let me know if hear anything back from Yahoo.

Customer: replied 10 months ago.
Hey Dan,
Still no text from yahoo. Experiencing complications from Diabetes. Probably from stress. My email really is my lifeline. Need my account restored, I really do. Anything you can do will be appreciated.
-Marjorie-
Customer: replied 10 months ago.
Come in Dan.
Expert:  Dan replied 10 months ago.

I understand, but it is all up to Yahoo now. I won't abandon you and will check back periodically today, but it may take several days for them to respond. In the mean time, be sure you setup a backup email address on your new Yahoo account so you don't have to go through this again. To explain further, all of the free email services like Yahoo, will have you set either a secondary email address or cell phone number they can send you a reset code to in case you lose or forget your current password. Because these services are free, they provide very little in the way of support, so you are really on your own if anything catastrophic happens.

Customer: replied 10 months ago.
Is yahoo working on my case?
I don't know how to set up back up accounts.
Can you send my code to my new email account, dent.marjorie @yahoo.com?
Also, everyone seems to be able to text me accept you or whoever is supposed to be sending code. Verizon, my sisters all successfully text.
Expert:  Dan replied 10 months ago.

My response will be here on the chat site and not through your email. I sent the request to Yahoo on your behalf, so I am hopeful they will be in touch. I can assist you in setting up a backup account at anytime. I know this is confusing for you and will try to explain any questions you have the best that I can.

Expert:  Dan replied 10 months ago.

Just checking in to see if you have heard anything back from Yahoo?

Customer: replied 10 months ago.
No, nothing.
Expert:  Dan replied 10 months ago.

Well I am hopeful they will get back to you. Your old account will remain intact for several months. It is just a matter of gaining access to it.

Customer: replied 10 months ago.
Are you still trying to help?
Expert:  Dan replied 10 months ago.

Still checking with Yahoo, but I'm not having much luck either?

Expert:  Dan replied 10 months ago.

Check your cell phone again to see if Yahoo sent you a text with a key code.

Customer: replied 10 months ago.
I check all the time. Get texts from everybody but yahoo.
Customer: replied 10 months ago.
Text is working. Verizon is my cell phone carrier.(###) ###-####
Expert:  Dan replied 10 months ago.

Okay good. We need to setup a time when we are both on at the same time. When Yahoo sends that access code, you only have a certain amount of time to use it before it expires and will need to start over again. Let's try for this evening if you are available?

Customer: replied 10 months ago.
Please text me my code. Please.
Expert:  Dan replied 10 months ago.

Yahoo will be sending you a code. Send it to me as soon as you receive it please.