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Doing this for an 87 widow friend. She can't remember her…

Customer Question
Doing this for an...

Doing this for an 87 widow friend. She can't remember her password; doesn't have the old cell phone that's registered to the account (no text recovery); and I tried every password *****'s ever used and now I thing the account is locked...

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

On my gmail...not hers. Tried using mine as a email to send code to...not associated with her account so Google won't let me in.

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

The old cell phone no longer exists; she dropped her recovery email when she switched to gmail; don't have any idea when the account was set up.

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

Gotta ID the account ownership somehow to Google so they can send a "password *****" link.

Submitted: 5 months ago.Category: Email
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Answered in 2 hours by:
12/22/2017
Email technician: bbao, IT Consultant replied 5 months ago
bbao
bbao, IT Consultant
Category: Email
Satisfied Customers: 1,539
Experience: CISM / CISSP / MCSD - Azure Solutions Architect / MCSE - Cloud Platform and Infrastructure / MS MVP
Verified
Does the lady remember when was her last successful logon with her Gmail address? If yes, when, where (which device) and how (which program)?
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Customer reply replied 5 months ago
Probably last week...not certain of exact date.***@******.*** - DOS desktop (HP) - gmail.
Customer reply replied 5 months ago
my cell is(###) ###-####if Google will text me recovery link. Once I get into her account, I'll change password & recovery phone number to associate with her.
Customer reply replied 5 months ago
still waiting...
Customer reply replied 5 months ago
still waiting...5+ hours!
Email technician: bbao, IT Consultant replied 5 months ago
Hello from Australia, sorry for replying late due to time zone difference.
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Customer reply replied 5 months ago
where are we on this? she needs her email!
Email technician: bbao, IT Consultant replied 5 months ago
Does she have a cell phone number ending "92", like below?(•••) •••-••92
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Customer reply replied 5 months ago
no...old flip phone...long since gone. only one registered on the account. can you use my cell # or email?
Email technician: bbao, IT Consultant replied 5 months ago
No, your phone and email doesn't help here simply because they are not related to the lady at all, hence Google can't trust your info.It doesn't matter how old the phone is, flip or not, as son as it is still working.
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Customer reply replied 5 months ago
LONG SINCE GONE!she has no cell phone.
Email technician: bbao, IT Consultant replied 5 months ago
Does she still remember the whole number? Can you try calling this number to know if it is a valid number at the moment?
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Customer reply replied 5 months ago
Have repeatedly tried it...busy signal. Maybe a good sign - I'll keep trying & let you know.
Email technician: bbao, IT Consultant replied 5 months ago
Indeed. Waiting for your update.BTW, plesse make sure to tell a lovely story to convince the new owner to help the senior lady by receiving and telling the Google verification code.Good luck.
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Customer reply replied 5 months ago
Roger that...still busy.
Email technician: bbao, IT Consultant replied 5 months ago

Please click HERE to check info about the number and learn where it is located.

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Customer reply replied 5 months ago
Tried calling(###) ###-####many times...always busy. Finally checked with Verizon on status - no longer in use. :<(Now what?
Email technician: bbao, IT Consultant replied 5 months ago
Can I know why the senior lady needs to recover this mailbox that has been abandoned for years? This will help us determine if it is worthy it for the effort in the next step.
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Customer reply replied 5 months ago
Disregard any further efforts. Your solutions were totally useless.I have set-up a new account for her & manually input all her contacts.A credit would be nice since there was ultimately no benefit to your input.
Customer reply replied 5 months ago
Oh...and it has NOT been abandoned for years...maybe 2 weeks since she got stranded!
Email technician: Jeffrey B,
 replied 5 months ago
Jeffrey B
Category: Email
Satisfied Customers: 745
Experience: ICT Support 1/2/3/ Line at Peopleware
Verified

Hello, my name is***** will be assisting you today. Lets get started!

I'm so sorry for the extended wait time. Did you still need assistance with your issue?

Kind regards,

Jeffrey

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Customer reply replied 5 months ago
See 2 previous posts...
Email technician: Jeffrey B,
 replied 5 months ago

I understand.

Can I maybe still assist you in getting this solved?

Kind regards,

Jeffrey

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Customer reply replied 5 months ago
I REPEAT...Disregard any further efforts. Your solutions were totally useless.I have set-up a new account for her & manually input all her contacts.A credit would be nice since there was ultimately no benefit to your input.
Email technician: Jeffrey B,
 replied 5 months ago

I understand.

A refund can be done here:http://ww2.justanswer.com/help/how-can-i-request-refund-0

Is there anything else I can assist you with?

Kind regards,

Jeff

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Jess M.
Jess M., Computer Support Specialist
Category: Email
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