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Ask Jess M. Your Own Question
Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1883
Experience:  Computer Software Support Specialist for more than 10 years
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I forgot my password and can not get into my email, I don't

Customer Question

I forgot my password ***** can not get into my email
JA: When did you last reset your username and password?
Customer: I don't remember
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: on my laptop but I haven't accessed this one in awhile
JA: What troubleshooting have you tried?
Customer: received the code verification but still wouldn't let me in
JA: Anything else you want the email expert to know before I connect you?
Customer: no
Submitted: 10 months ago.
Category: Email
Expert:  Jess M. replied 10 months 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 issues. Can you please tell me the problem email address so that I can check its status and recovery options?
Please let me know by replying to me here so that I can help you further.

Best regards,

Customer: replied 10 months ago.
Expert:  Jess M. replied 10 months ago.

Thank you for that information. Please give me a moment to check this account

Expert:  Jess M. replied 10 months ago.

Can you please tell me your middle name? This is the family name of your mother.

Customer: replied 10 months ago.
My middle name is ***** ***** Mothers family name is Palmisano
Expert:  Jess M. replied 10 months ago.

Approximately, when was this Gmail account created?

Customer: replied 10 months ago.
June July 2016
Expert:  Jess M. replied 10 months ago.

Are you still there? Is the laptop that you are using right now, the same device that you have been using to access this Gmail account?

Customer: replied 10 months ago.
Expert:  Jess M. replied 10 months ago.

Thank you for that confirmation. Can I remotely access your computer so that I can dig into your browsing history to try to recover the account?

Remote access (Secure Remote Assistance) is an optional additional service offer with a minimal one-time flat fee 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,