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I cant access my gmail account. I forgot the password

Customer Question
Hi I cant access...

Hi I cant access my gmail account

Technician's Assistant: Are you logged into your Gmail account on any other devices?

I forgot the password *****

Technician's Assistant: Do you have security questions or a phone number on file to help reset your password?

Yes when I do that it says it doesn't recognize my account I am currently trying to add to my new iphone

Technician's Assistant: Anything else you want the Email Expert to know before I connect you?

It takes me to a circle of questions and codes and in the end it says it doesn't recognize my email account.. I m so confused

Submitted: 4 months ago.Category: Email
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Customer reply replied 4 months ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Secure Remote Assistance.
Customer reply replied 4 months ago
Let me know if you need more information, or send me the service offer(s) so we can proceed.
Answered in 7 minutes by:
11/26/2017
Email technician: Sean S., Computer Support Specialist replied 4 months ago
Sean S.
Sean S., Computer Support Specialist
Category: Email
Satisfied Customers: 1,370
Experience: 5+ years IT experience. A+, Net+, Security+ certified
Verified

Greetings!...My name is ***** ***** I look forward to helping you today! One moment while I review the notes and we'll go from there. Thanks!

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Email technician: Sean S., Computer Support Specialist replied 4 months ago

What device do you want to access your Gmail account on?

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Email technician: Sean S., Computer Support Specialist replied 4 months ago

The notes also say you have request SECURE REMOTE ASSISTANCE. Is this correct. If so, there is an option on the screen to add this. Please click that option and I'll help get us connected so the problem can be resolved quicker

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Customer reply replied 4 months ago
does this secure remote access cost more
Customer reply replied 4 months ago
can we try to fix the gmail first before I decide the remote access please
Email technician: Sean S., Computer Support Specialist replied 4 months ago

Yes, it's an additional service, only because it helps resolve the problem quicker usually. We can continue on this chat if you'd prefer not to go that route with the secure remote service

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Email technician: Sean S., Computer Support Specialist replied 4 months ago

Sure. What is the device you're having the issue accessing your gmail account on?

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Customer reply replied 4 months ago
I am trying to get onto another email accout gmail from my desktop
first then add to my new iphone
Email technician: Sean S., Computer Support Specialist replied 4 months ago

Sure. Okay, so when you try to log on to your gmail account from your desktop, what issues or error messages come up that are preventing you from doing so?

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Customer reply replied 4 months ago
It says that the account can't be verified...the recovery that shows is the one I enter and it says its not correct
Email technician: Sean S., Computer Support Specialist replied 4 months ago

Okay, and is this after a long series of prompts and recovery e-mails (about 5 or 6 different steps)?

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Email technician: Sean S., Computer Support Specialist replied 4 months ago

Okay. Do you have access to Gmail on any of your other devices at all right now? If not, when was the last time you did have access?

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Customer reply replied 4 months ago
I had it only on a old phone but i have a new phone and im trying to add the account there
Customer reply replied 4 months ago
I had access yesterday
Email technician: Sean S., Computer Support Specialist replied 4 months ago

Okay, do you still have the old phone by any chance?

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Customer reply replied 4 months ago
I have my cell number - and that is apparently attached to another account
So maybe a home number maybe?
Email technician: Sean S., Computer Support Specialist replied 4 months ago

Does it say what account the cell number is ***** to? Also, are you in the same geographical location (like city and state) as you were when you last accessed it?

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Customer reply replied 4 months ago
im in the same local area
Customer reply replied 4 months ago
only difference is that i have a new phone.. I am currently in the same state of kentucky
Customer reply replied 4 months ago
It now says I’ve tried to many times so it’s locked :-( so i have to wait before i can try anything.. frustration
Email technician: Sean S., Computer Support Specialist replied 4 months ago

I can imagine it's very frustrating. There should still be options to get this fixed, but yeah, it will have to wait until the account unlocks again after the time expiration

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Sean S.
Sean S.
Sean S., Computer Support Specialist
Category: Email
Satisfied Customers: 1,370
1,370 Satisfied Customers
Experience: 5+ years IT experience. A+, Net+, Security+ certified

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