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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 am unable to get into my hotmail account. there is a

Customer Question

i am unable to get into my hotmail account. there is a message saying some one else is using my account
JA: Are you logged into your Hotmail account on any other devices?
Customer: no
JA: Do you have security questions or a phone number on file to help reset your password?
Customer: i can't get access to my account either i am totally locked out
JA: Anything else you want the email expert to know before I connect you?
Customer: i have tried extreme amount of times to reset my password ***** the request sent to another e mail and each time the sent reset numbers don't work
Submitted: 2 months ago.
Category: Email
Expert:  Richard replied 2 months ago.

Hi there and welcome

Can you tell me please when you were last able to sign into your account?

Please let me know

Customer: replied 2 months ago.
three weeks ago
Expert:  Richard replied 2 months ago.

Thanks

When you say the numbers don't work, what exactly hapens when youtry to put the numbers in?

Customer: replied 2 months ago.
i am referring to when i put in my password
Customer: replied 2 months ago.
i get a message that some one else is using my account
Expert:  Richard replied 2 months ago.

ok, can you use my link then to reset your password.

https://account.live.com/password/reset

Once the password ***** been reset, use this new password ***** sign into your acccount.

Let me know the results please

Thank you

Customer: replied 2 months ago.
i have tried so many times to contact the place to reset my password ***** they send me a code that never works
Expert:  Richard replied 2 months ago.

Can you tell me the email address with the issue please.

Customer: replied 2 months ago.
Expert:  Richard replied 2 months ago.

Do you have the telephone number ending in 10 still? If so, what are the last 4 digits of the number?

Customer: replied 2 months ago.
no this is a old telephone number . i have recently moved and have a new phone but can't get into my information to change any data to new address and phone
Customer: replied 2 months ago.
the old phone number was(###) ###-####
Expert:  Richard replied 2 months ago.

Do you still have the bo*****@yahoo.com email address?

Customer: replied 2 months ago.
thats where they hotmail people have been sending me numerous codes that don't work
Expert:  Richard replied 2 months ago.

What is the email address?

Customer: replied 2 months ago.
Expert:  Richard replied 2 months ago.

Tell me the code in the new email you just received please

Customer: replied 2 months ago.
i made a mistake on the old phone number it should be(###) ###-####
Expert:  Richard replied 2 months ago.

Tell me the code in the new email you just received please

Customer: replied 2 months ago.
23915214
Expert:  Richard replied 2 months ago.

It is one number too many, please double check it as it is 7 digits

Customer: replied 2 months ago.
the number given was 28915214
Expert:  Richard replied 2 months ago.

please put the content of the entire email here

Customer: replied 2 months ago.
in order to do that i have to leave this site and go into my yahoo e mail and i will lose contact
Expert:  Richard replied 2 months ago.

But you did that already... to get the code for me from the email

Customer: replied 2 months ago.
no i had it written down on a scratch pad
Expert:  Richard replied 2 months ago.

This is a new ID that you were just sent... this is why the ID is not valid you gave

Can I connect to your computer so I can regain access for you?

It will be easier for you. I made an offer for this, can you please accept it

Customer: replied 2 months ago.
if i keave this site i will also have paid $5.00 first and then was charged another $54.00 already on my visa account tonight
Expert:  Richard replied 2 months ago.

ok... butt I need you to do my instructions correcty please.

Customer: replied 2 months ago.
i can't afford any further fees
Expert:  Richard replied 2 months ago.

ok... thenI need you to do my instructions correcty please.

So actually go to your yahoo account and open the email and give me the actual code you were sent

Customer: replied 2 months ago.
ok i will try but i am sure i will lose this contact. please wait while i do this
Expert:  Richard replied 2 months ago.

ok

Customer: replied 2 months ago.
i was sent two different codes, the first one sent was(###) ###-#### the second attempt i was given code(###) ###-####..both failed
Customer: replied 2 months ago.
are you still there?
Expert:  Richard replied 2 months ago.

I need to know the last email you were sent and the Code in it.

Customer: replied 2 months ago.
i just gave you the two codes, i was given the e mail was [email protected]
Customer: replied 2 months ago.
Expert:  Richard replied 2 months ago.

Ok, it does not seem to be working this way, as I cannot get the information I need from you.

Are you prepared to accept the offer for me to connect? If not, no problem but I will have to opt out of the question then

Customer: replied 2 months ago.
opt out then,
Expert:  Richard replied 2 months ago.

No problem, you do not need to do anything, you will be contacted when another expert takes over

Thank you

Expert:  AMIT replied 2 months ago.

I read over the previous instructions and I am going to try and assist further to get you in your account. I know you have used the password ***** tool multiple times however please bear with me in that I am going to ask you to do it again.

When we do each step please don't input anything or click submit on the hotmail side so as to not cause the current valid reset code to become invalid. Sound good?