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John
John, Email Support Specialist
Category: Email
Satisfied Customers: 5425
Experience:  I've been in the IT industry for the past 7+ years. I do e-mail password recovery, compromised email account recovery and more.
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It keeps telling me my user id or password is incorrect but

Customer Question

it keeps telling me my user id or password ***** ***** but it hasn't changed and I know I'm typing the right thing
JA: When did you last reset your username and password?
Customer: when I set up the account
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: through a web browser; its saved as a favorite should I try a different browser?
JA: What troubleshooting have you tried?
Customer: restarting the computer completely; retyping everything in
JA: Anything else you want the email expert to know before I connect you?
Customer: no; its my work email so I need in
Submitted: 3 months ago.
Category: Email
Expert:  John replied 3 months ago.

Hello and welcome to justanswer. My name is***** will be assisting you today.

Customer: replied 3 months ago.
great.
Expert:  John replied 3 months ago.

Which email service are you trying to access and are you using a windows or mac computer ?

Customer: replied 3 months ago.
that's fine I just need in my email; its work and I have to get in
Customer: replied 3 months ago.
I'm using a window. it is outlook web app; my account/user name is***@******.*** do you need my password
Expert:  John replied 3 months ago.

OK please give me a moment to check that email account details.

Expert:  John replied 3 months ago.

Are you able to login using this portal : - https://agent.ushadvisors.com/login.aspx?TimeOut=True

Customer: replied 3 months ago.
Customer: replied 3 months ago.
but when I go to access my email account through that web page I get the same thing
Customer: replied 3 months ago.
I guess rereading you question the answer is no
Expert:  John replied 3 months ago.

OK so you are not able to access your emails using the link i gave above am i correct?

Customer: replied 3 months ago.
correct. it pulls up the sign in page but wont let me in
Expert:  John replied 3 months ago.

It shows the same when i tried to reset the password.Are you sure the email address is correct ?

Customer: replied 3 months ago.
yeah; thanks for your help I'm going to try and reset everything again
Expert:  John replied 3 months ago.

One moment.

Expert:  John replied 3 months ago.

Your password is lastname + last four digits of SSN which is case sensitive.Is that what you entered ?

Customer: replied 3 months ago.
No because that hasnt been my password. I changed it immediately after ope ing the account but wil try that
Customer: replied 3 months ago.
Nope that doswnt work either
Expert:  John replied 3 months ago.

The password ***** by default is the one i mentioned above but if you have changed it then you need to contact admin of the site to reset the account then only you can regain access.

You can contact using this number : -(###) ###-####/p>

Customer: replied 3 months ago.
Thanks
Expert:  John replied 3 months ago.

You are welcome.Is there anything else you like to know ?

Customer: replied 3 months ago.
No
Expert:  John replied 3 months ago.

Please take a moment to rate me using the rating options (stars) on the top of this page, select the rating and click on submit. If you need any help in the future please use this link to ask for me http://www.justanswer.com/computer/expert-john/

Sincerely,

John