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Can't log on with what i believe to be my password. when I…

Customer Question
Can't log on with...

Can't log on with what i believe to be my password. when I click on "forgot password" it takes me to an at&t page that shows an error message.

Technician's Assistant: Have you tried having password ***** directions emailed to you?

How

Technician's Assistant: Who is your email provider (Gmail, Yahoo, Outlook, etc.)?

Yahoo\

Technician's Assistant: How long has this been going on with your email account? What troubleshooting have you tried?

One week on my computer. was able to view mail on my phone until today when I requested a security key to try to reset password ***** now can't access mail by phone either

Submitted: 8 months ago.Category: Email
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Answered in 3 minutes by:
10/6/2017
Email technician: Martin, Network Engineer replied 8 months ago
Martin
Martin, Network Engineer
Category: Email
Satisfied Customers: 3,093
Experience: 10+ Years Experience CCNA Network Engineer A+ Net+ Linux & Windows OS C++ Programming
Verified

Hi, my name is ***** ***** I will do my best to help you today. To make sure I don't miss anything, please give me a minute to review your question.

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Email technician: Martin, Network Engineer replied 8 months ago

Sorry to hear you're having trouble with your Yahoo email.

What's the error message you get?

Regards,
Martin

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Customer reply replied 8 months ago
34;something isn't working right. Give it some time and try again. (error code 652314". Been like this for a week
Email technician: Martin, Network Engineer replied 8 months ago

Thank you

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Email technician: Martin, Network Engineer replied 8 months ago

Which browser are you using?

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Customer reply replied 8 months ago
firefox and chrome on two different computers and my android yahoo app. all lead to same at&t error page
Email technician: Martin, Network Engineer replied 8 months ago

Are you doing all this from your Android device or do you also have access to a computer?

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Customer reply replied 8 months ago
Both
Email technician: Martin, Network Engineer replied 8 months ago

May I connect with you remotely to troubleshoot the issue directly?

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Customer reply replied 8 months ago
Can you tell me what needs to be done
Email technician: Martin, Network Engineer replied 8 months ago
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Customer reply replied 8 months ago
I have been to that page. After entering username and last name. It tells me "Enter your att.net email address to manage your Yahoo! account.Get help with merged Yahoo! and AT&T email accounts(SFPWD42)
Email technician: Martin, Network Engineer replied 8 months ago

I think I could probably get this sorted out for you within 15 minutes via a secure remote session

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Customer reply replied 8 months ago
Can you explain what I need to do
Email technician: Martin, Network Engineer replied 8 months ago

I believe you need to log into your main ATT account to be able to manage your Yahoo account - do you remember the email you used?

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Customer reply replied 8 months ago
I am logged into that now.
Email technician: Martin, Network Engineer replied 8 months ago
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Email technician: Martin, Network Engineer replied 8 months ago

Can you go to your profile page and then into Login Info

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Customer reply replied 8 months ago
ok. there
Email technician: Martin, Network Engineer replied 8 months ago

Look for My Linked Accounts and Manage Email Account

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Customer reply replied 8 months ago
not there. looks like this"My linked accounts You have primary online accessWireless account 188020899736"No manage email
Email technician: Martin, Network Engineer replied 8 months ago

I have run out of ideas so I will open the question to other experts.

You do not need to do anything, you will be notified when another expert takes over.

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Email technician: syseng, Information Systems Professional replied 8 months ago
syseng
syseng, Information Systems Professional
Category: Email
Satisfied Customers: 7,682
Experience: Microsoft Certified Professional (MCSE) with over 18 years experience in configuration and troubleshooting
Verified

Hello,

My name is David.

Is your Yahoo email account managed through AT&T or direct with Yahoo?

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Customer reply replied 8 months ago
I always thought it was yahoo. I never merged the accounts to my knowledge
Email technician: syseng, Information Systems Professional replied 8 months ago

Ok then next click the following link:

click here

Then click the "Trouble signing in?" link.

Then enter the recovery phone number associated with your account and you should receive an email with instructions on resetting your password.

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Customer reply replied 8 months ago
Tried that before. Doesn't recognize my number or Gmail addresss
Email technician: syseng, Information Systems Professional replied 8 months ago

Have you tried entering your Yahoo email address (the one you use to sign in to your email account)?

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Customer reply replied 8 months ago
Takes me to the AT&T error page
Email technician: syseng, Information Systems Professional replied 8 months ago

It seems your Yahoo account is still associated with ATT. I had a similar issue with one of my accounts a couple years ago and solved it by chatting with ATT. So next I would recommend doing the following:

Open the att.net web page and click the Sign In link at the top of the page.

On the next page that opens click the Forgot User ID/Email Address link.

Click the Forgot User ID/Password ***** button.

Next in the Contact Email field enter your contact email address and click Continue.

At the top of the page a message box with a Chat button will appear. (see the attached picture)

Click the Chat button and explain your situation to the ATT rep directly - once you provide the information about your account that they request, they will reset the password ***** you have access to your account again.

Please let me know the result and if you need further assistance.

Thanks,

David.

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Customer reply replied 8 months ago
No luck. Att can't figure it out. How do I contact yahoo by email. If I go to yahoo help center, they have me enter my yahoo ID and then I am redirected to the att error page.
Email technician: syseng, Information Systems Professional replied 8 months ago

You can contact a "Yahoo Specialist" that is essentially the counterpart to the ATT rep you just contacted. Click the link below:

click here

and click "Contact a Yahoo Specialist" and after entering the requested information you should have access to chat with someone at Yahoo directly that can make the necessary account changes to fix the problem.

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Email technician: syseng, Information Systems Professional replied 8 months ago

Hello,

Do you still need assistance?

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Customer reply replied 8 months ago
Wasn't able to see how to contact a yahoo specialist. when I went to that link it offered me helpful articles or ask yahoo community. I have given up.
Email technician: syseng, Information Systems Professional replied 8 months ago

Ok so I have included screenshots to help you. There are five steps total. First click the link that I have provided:

click here

Then click the Contact a Yahoo Specialist link (see the first screenshot Yahoo Chat Help 1).

Then in the next screen click Password ***** Sign-in (see the second screenshot Yahoo Chat Help 2).

Then click Unable to Sign-in (see the third screenshot Yahoo Chat Help 3).

Then click Chat with a Yahoo Specialist (see the fourth screenshot Yahoo Chat Help 4).

At that point you should be able to chat directly with a Yahoo specialist that can fix the problem for you directly.

Please let me know if you need further assistance.

Thanks,

David.

9103a2ef-9c49-4b94-948d-...jpg9103a2e...jpg098a6411-8709-434d-b39d-...jpg098a641...jpg75a5a988-41e4-484c-8d2b-...jpg75a5a98...jpgb834902b-8eb0-4a48-8ece-...jpgb834902...jpg
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Customer reply replied 8 months ago
The contact specialist link doesn't appear. see below screen shothttps://screenshots.firefox.com/lxS3I0OlIo1kwSED/io.help.yahoo.com
Email technician: syseng, Information Systems Professional replied 8 months ago

Did you start with the link I provided above?

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Customer reply replied 8 months ago
this is what it showshttps://screenshots.firefox.com/8b2hstm1PhXmT60p/io.help.yahoo.comWhen I enter my email it only gives me the two options in the last screen shot
Customer reply replied 8 months ago
two different pages
Email technician: syseng, Information Systems Professional replied 8 months ago

Ok, then that must have to do with your location, your carrier, or your Yahoo account. One other thing you can try is to connect to the Yahoo link I provided from a web browser that is freshly installed and has not yet been used or clear all cookies and cache data from your web browser first then try connecting to the Yahoo support site link again.

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syseng
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