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IT Miro
IT Miro, Computer Scientist
Category: Email
Satisfied Customers: 3140
Experience:  Bachelor's Degree in Information Technology, Microsoft Certified Professional
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I cant access my email...i just got a new phone and had to

Customer Question

i cant access my email...i just got a new phone and had to give up my old phone so i no longer have my old number and i dont have access to my back up email
JA: Just to clarify, what email service provider are you using?
Customer: gmail
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: phone
JA: What troubleshooting have you tried?
Customer: literally everything
JA: Anything else you want the email expert to know before I connect you?
Customer: not really
Submitted: 10 months ago.
Category: Email
Expert:  IT Miro replied 10 months ago.

Hello! My name is*****
I am a certified computer professional who will assist you.

Expert:  IT Miro replied 10 months ago.

I will do my best to check for all possible options for you to regain access to your e-mail account and will let you know what to do. Please type your e-mail address here so that I can check your account.

Thanks,
IT Miro

Customer: replied 10 months ago.
Expert:  IT Miro replied 10 months ago.

Thanks! Checking now...

Expert:  IT Miro replied 10 months ago.

OK, I've checked your account. There are two recovery options available:

1. receive a text message to a number ending in 54

2. answer a security question "what was my dogs name?"

Which of those two recovery options can you use?

Customer: replied 10 months ago.
my dogs name was cujo
Expert:  IT Miro replied 10 months ago.

Hmm. I tried with that answer, but it doesn't seem to be accepting it. Please type here the full phone number ending in 54 (even though you may not be using it any more) so that I can try with something else.

Customer: replied 10 months ago.
Expert:  IT Miro replied 10 months ago.

OK, entered it and it now it asks to confirm the month and year of the account creation. Do you happen to know that information?

Expert:  IT Miro replied 10 months ago.

If you don't remember, let me know. I will check if there is another way.

Customer: replied 10 months ago.
that was so long ago
Customer: replied 10 months ago.
i have no clue
Expert:  IT Miro replied 10 months ago.

OK. I will check for other recovery methods.

Just to confirm: did you forget the password ***** this GMail account or something else happened so you cannot sign in any more?

Customer: replied 10 months ago.
i forgot my password
Expert:  IT Miro replied 10 months ago.

Thanks for confirming!

I will attempt to start the recovery process now. I need to enter a contact e-mail address that Google can use to contact you regarding the account recovery. Do you have any other e-mail address that you can access, so we can use it as a contact e-mail address?

Customer: replied 10 months ago.
Expert:  IT Miro replied 10 months ago.

OK, I started the recovery process. I believe Google sent you a verification code to the contact e-mail address. Please check it and type here the code if you received it.

Customer: replied 10 months ago.
983618
Expert:  IT Miro replied 10 months ago.

Unfortunately, Google rejected this recovery attempt and now only wants you to receive a verification code by SMS to a number ending in 54, since that is the number saved on your account. Only then the password ***** will be possible.

I am sorry to report it. It doesn't look like there is another way to reset the password.

Expert:  IT Miro replied 10 months ago.

May I know what happened with the phone number ending in 54?

Customer: replied 10 months ago.
i broke the phone and i got a new number through another phone company....thank you for all your help i appreciate it
Expert:  IT Miro replied 10 months ago.

If you still have the SIM card, you can put it into another phone so that you can receive a verification code there.

Customer: replied 10 months ago.
it was a prepaid phone
Expert:  IT Miro replied 10 months ago.

You can still check with the phone company you used to see if there is a way to regain access to that number. If you registered the number under your name, the phone company should help you out.

It looks like it is the only way to reset the password.

Customer: replied 10 months ago.
ok thank you
Expert:  IT Miro replied 10 months ago.

You're welcome! I am sorry I don't have better news for you. Unfortunately, this is how Google account recovery works. Hopefully, the phone company will help you regain access to your old phone number.

Regards,

IT Miro

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