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I cant get in to my google spreadsheets.i don't know my

Customer Question
I cant get in...

I cant get in to my google spreadsheets.i don't know my password.my email is open on my doc but i cant open sheets. i went thru all the steps of trying to change password ***** they said they will answer in 3-5 business days,but i need it for work asap!

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

No.to complicate matters my on;y other device,my phone ,is suffering from water trauma

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

It seems my phone was my inaccessible phone, i answered security q but it didn't help

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

I cant think of what else

Submitted: 5 months ago.Category: Email
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Answered in 19 minutes by:
3/6/2018
Email technician: bbao, IT Consultant replied 5 months ago
bbao
bbao, IT Consultant
Category: Email
Satisfied Customers: 1,975
Experience: CISM / CISSP / MCSD - Azure Solutions Architect / MCSE - Cloud Platform and Infrastructure / MS MVP
Verified

What exact error message do you get when trying open the Google spreadsheet, or what is the symptom in details if no error message shown? Thanks.

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Customer reply replied 5 months ago
I'm signed out i cant get in bc i don't know password *****'ve gone thru all the steps to reset and i finally got a message that they r reviewing and they'll let me know in 3-5 days
Customer reply replied 5 months ago
are you there?
Customer reply replied 5 months ago
because I'm waiting by the computer.should i leave?
Email technician: bbao, IT Consultant replied 5 months ago

I am here, waiting for your computer type...

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Customer reply replied 5 months ago
I'm sorry, what r u waiting for?
Customer reply replied 5 months ago
its a mac
Customer reply replied 5 months ago
I'm really not trying to be rude,i guess i don't know how this works, i thought we type back and forth unti this is resolved are you working on it? thinking? waiting?
Email technician: bbao, IT Consultant replied 5 months ago

I am so sorry, my last message was intended for another customer who was connecting to my via remote desktop.

For your issue, I still need to see a screenshot for review.

If you don't know how to make a screenshot, please check HERE.

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Customer reply replied 5 months ago
screenshot of what?
Email technician: bbao, IT Consultant replied 5 months ago

> I cant get in to my google spreadsheets

A screenshot of this please.

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Customer reply replied 5 months ago
it asks for password ,why do u need a screenshot?
Email technician: bbao, IT Consultant replied 5 months ago

Okay, if it is a pure password ***** lets try Google Account Recovery from HERE. Please try it yourself just ONCE, and let me know how it goes. If failed, please advise the questions asked by Google. Thanks.

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Customer reply replied 5 months ago
I did this a number of times, and answers all their questions, went through their whole proccess, they asked me for another email I could access and then they said that it will take three to five business days, they are reviewing my case. I need to speed the process up though because I need my Google spreadsheets for work
Email technician: bbao, IT Consultant replied 5 months ago

If you could list the questions in sequence (the order is important), and let me know how you answered, I may help you review the condition. Please do NOT give your answers here, just choose A, B or C for each answer. Thanks.

A. accurate answer given.

B. uncertain answer given.

C. don't know, skipped to the next

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Customer reply replied 5 months ago
i think this is the order
1)previous remembered password-A
2)then they asked to text code to phone i said i don't have phone(C)
3) mothers maiden name -A
4)email that i have access to-A
Email technician: bbao, IT Consultant replied 5 months ago

As far as you remember, do you have a recovery email address on file (of course for this account to be recovered)?

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Customer reply replied 5 months ago
I don't think so( but I have another email adress)
Email technician: bbao, IT Consultant replied 5 months ago

Dear customer, if this is the case, I am regret to tell you that account is unlikely to be recovered due to lack of essential info to proof your previous ownership - the phone was not accessible and no recovery email on file.

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