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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 2804
Experience:  Computer Software Support Specialist for more than 10 years
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I cannot log in. I have a new computer and I cannot log in

Customer Question

I cannot log in. I have a new computer and I cannot log in to my yahoo email account
JA: Are you logged into your Yahoo account on any other devices?
Customer: only on my mobile phone
JA: Do you have security questions or a phone number on file to help reset your password?
Customer: I do not know
JA: Anything else you want the Email Expert to know before I connect you?
Customer: only that I desperately need help
Submitted: 12 months ago.
Category: Email
Expert:  Bryan replied 12 months ago.

Hello, and thank you for your question. My name is ***** ***** I will do my best to assist you today.

Expert:  Bryan replied 12 months ago.

Could you let me know what's your Yahoo email address?

Customer: replied 12 months ago.
Expert:  Bryan replied 12 months ago.

OK, open up www.yahoomail.com on your computer now - are you able to sign in to your email account on that website?

Customer: replied 12 months ago.
That is not a viable address
Expert:  Bryan replied 12 months ago.

What exactly did you open up now? Can we go ahead with a secure remote session so that I can check the account at your screen?

Customer: replied 12 months ago.
I cannot log into my yahoo account
Expert:  Bryan replied 12 months ago.

Can we go ahead with a secure remote session so that I can check the account at your screen?

Customer: replied 12 months ago.
I am not going to pay addional 40 or 50 $$ to reset my password
Expert:  Bryan replied 12 months ago.

OK.

Customer: replied 12 months ago.
Do I just wasted 5$ ??
Expert:  Bryan replied 12 months ago.

Open up the following link now:

https://login.yahoo.com/forgot?

Are you able to reset and create a new password ***** your Yahoo account at this page?

Customer: replied 12 months ago.
That took me to the yahoo home page
Expert:  Bryan replied 12 months ago.

That's why I need to set up a remote session; you are not following the steps correctly here. Thanks.

Customer: replied 12 months ago.
I am entering the info you gave exactly as you gave it
Expert:  Bryan replied 12 months ago.

OK.

Customer: replied 12 months ago.
I entered the yahoo.com/forgot again and it took me to myatt and the page here says it is “having a problem and something isn’t working right”
Expert:  Kris Rodgers replied 12 months ago.

Do you still need help here?

Customer: replied 12 months ago.
Expert:  Kris Rodgers replied 12 months ago.

Windows or mac?

Customer: replied 12 months ago.
Windows
Expert:  Kris Rodgers replied 12 months ago.

Please run this to allow me to connect: http://www.justanswer.com/remotedesktop/join.aspx?Session=af1fa607-bf2a-4ee6-bd54-0df7523e1847

Customer: replied 12 months ago.
Not going to pay $40 to recover a password
Expert:  Kris Rodgers replied 12 months ago.

There is no extra cost this time for the remote.

But your base charges still apply. It is more than 5.

Customer: replied 12 months ago.
I am not going to agree to unknown charges either
Expert:  Kris Rodgers replied 12 months ago.

You have already agreed to the base charges. Do you know what they are?

Customer: replied 12 months ago.
I only agreed to a 5 dollar charge
Expert:  Kris Rodgers replied 12 months ago.

The service is not $5.00 and you have been charged more than that. (as you agreed to this)
I cannot handle payment issues as I am an end user to the site like you please call 1(###) ###-####and speak to the billing team and once you're happy, let me know and we can continue.
Regards
Kris