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It's my Mom's. She's 81 & in a nursing home. I'm here with…

Customer Question
It's my Mom's. She's...

It's my Mom's. She's 81 & in a nursing home. I'm here with her. She doesn't have her original email, & the 2nd security question is coming up wrong, even though she swears it's correct.

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

Her original account was***@******.***. Or did you want mine?

Technician's Assistant: How do you usually access your email? On a phone or tablet, or through a web browser?

She hasn't used this email in years. She says she had another [email protected] She can't remember. You can speak with her if you'd like, but when I called the help line they referred me here.

Technician's Assistant: What troubleshooting have you tried?

Tired logging in, entered birthdate & 1st security question, but 2nd should be "Perham, Maine" & isnt working, account is locked. Do I have to set u a new email account for her to get help?

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

Not that I can think of.

Submitted: 7 months ago.Category: Email
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Customer reply replied 7 months ago
Cancel request & fee, I'm calling Apple now.
Answered in 17 minutes by:
1/7/2018
Email technician: Kris Rodgers, IT Manager replied 7 months ago
Kris Rodgers
Kris Rodgers, IT Manager
Category: Email
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 7 months ago
No, I'm using my Samsung 8. Her email got full last year & hasn't worked since.
Email technician: Kris Rodgers, IT Manager replied 7 months ago

What type of account is this for?

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Customer reply replied 7 months ago
We got her an old iPhone 5 that im trying to connect to the account she has for a 6 year old iPad. We cant access the account on the iPad either, although its still logged in. Im an Android user, so maybe there's something i haven't tried yet?
Email technician: Kris Rodgers, IT Manager replied 7 months ago

Is this a Yahoo account?

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Customer reply replied 7 months ago
She had an earthlink accout that's full, it's***@******.***
Customer reply replied 7 months ago
Do I need to set up a new email account for her? If so, how do I change it in the iPad if the Apple account is locked?
Email technician: Kris Rodgers, IT Manager replied 7 months ago

Yes that would be best option.

You can also reset the apple account here: https://iforgot.apple.com/password/verify/appleid

Once reset, you can remove and add any account you wish

Note: Can you please rate me at the top so I am credited with my time, 5/5 gives me most credit and would be much appreciated. Thanks.

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Customer reply replied 7 months ago
But how will they verify identity there? I tried to reset the password ***** but her memory is fuzzy, or I'm not putting the correct combination of city and state.
Email technician: Kris Rodgers, IT Manager replied 7 months ago

If it does not work, wait 48 hours and try again and then you will get the option for Apple to call you.

This only appears after a reset fail after 48 hours

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Kris Rodgers
Kris Rodgers
Kris Rodgers, IT Manager
Category: Email
Satisfied Customers: 4,548
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Experience: IT Manager at Wood Group PSN

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