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Cannot log in tried all addresses and passwords cant log in.

Customer Question
Cannot log in tried...

Cannot log in tried all addresses and passwords cant log in

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

No

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

I put that in and told it was not on file

Submitted: 7 months ago.Category: Email
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Answered in 4 minutes by:
11/28/2017
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago
Jeremy K
Jeremy K, Sysadmin and Network protocol engineer
Category: Email
Satisfied Customers: 50
Experience: I've built dozens of email servers and configured countless PCs
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: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Ok, I just have a few quick questions and then we'll see about getting your sorted. Can you tell me who your email host is (gmail, hotmail, apple etc.)? And what software / device are you using to access your email?

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Customer reply replied 7 months ago
Aol mail don't know software
Customer reply replied 7 months ago
No extra money
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

yeah sorry - you can just ignore that support request. It's an automatic thing.

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Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

When you access your AOL mail are you using a web browser usually?

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Customer reply replied 7 months ago
What the heck is a web brouser
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Web browser = computer software you can use to browse the internet, i.e. web pages. Standard options usually include internet explorer, safari, firefox, or chrome.

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Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

I'm about 99% sure that when you are trying to log into your email it's probably via a web browser. The alternative would be to use a special piece of email software like "thunderbird" or "outlook express". It's ok if these names don't mean anything to you.

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Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

How long have you been trying to access this AOL mail account? Is it new or old?

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Customer reply replied 7 months ago
I think we use something 8
Customer reply replied 7 months ago
We use google
Customer reply replied 7 months ago
Internet explorer ?
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Great - that's just what I was looking to know. Has this problem logging in just started to occur recently? Maybe you've been using this account for a while without experiencing issues, or is it a new account that hasn't ever been working?

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Customer reply replied 7 months ago
Had this 20 yrs with no problems just started last week just got new Verizon phones could that be the problem
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Yes, quite possibly - thanks for that extra info. Are you able to send/receive emails on that account with those new phones?

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Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

That leaves me wondering if perhaps the passwords for the email accounts were changed in order to set them up on the phones? We can reset the password ***** if you'd like, but we'll then need to change it on the phones as well to make sure you can access it everywhere.

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Customer reply replied 7 months ago
I just need to reset the phones or the aol
Customer reply replied 7 months ago
Do I need to get with verizon
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Exactly - the passwords have (most likely, from what I can tell) been changed to access on the phones; so if you can guess what they were changed to, you should be able to use that new password ***** your computer when you use the AOL website to access your email. If you can't remember them, then your best option is probably to reset the password ***** with AOL and then change to the newly reset password ***** your phone as well.

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Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Even though they look different, computer / phone should basically be like a mirror of one another for accessing that email account.

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Customer reply replied 7 months ago
Great I will call Verizon now
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

And no, I wouldn't bother with Verizon, unless they're also providing you with email hosting that you use? Usually they just provide the internet connection, but not any of the services that you access over it. But do set me straight if you are also using Verizon email (this would show on your email address, something like***@******.***).

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Customer reply replied 7 months ago
Nope
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

I can walk you through those steps to get your email accounts reset properly if you'd like.

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Customer reply replied 7 months ago
That would be great
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Ok to get started - can you give me the email address that you're working with?

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Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Now, go to the following address: https://i.aol.com/account/password/start?sitedomain=account-management. It should say something like "Let's reset your password" at the top. Paste that email account into the box provided and click "Next"

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Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Once you've taken that step, let me know what comes next.

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Customer reply replied 7 months ago
Ok
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

it should take you to a "verification" process, and once you're past that you can choose a new password. You can see the AOL documentation on this process if you're feeling curious here: https://help.aol.com/articles/account-management-managing-your-aol-password

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Customer reply replied 7 months ago
Ok there have a lot of choices
Customer reply replied 7 months ago
One says email and password *****
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Yep - they're very "generous" with the choices on this. You'll want to choose the option that is most likely to succeed. You can go with "email" and then follow the link using your phone if you like. That might be easiest.

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Customer reply replied 7 months ago
I am not getting anywhere might have to start drinking
Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

Heh, I do also think occasionally about just ditching email completely.

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Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

So what's going on with the aol reset?

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Email technician: Jeremy K, Sysadmin and Network protocol engineer replied 7 months ago

I'm here and ready to help - just drop me an note here when you're ready and we can get this connection sorted for you.

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