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I am having problems with my email address and as a result I…

Customer Question
I am having problems...

I am having problems with my email address and as a result I cannot use my phone at all as this email is synced with my phone.

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

Gmail

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

I use Google as my browser and use it on my phone and tablet

Technician's Assistant: What troubleshooting have you tried?

Recovering email. I cannot remember my password ***** now Google tells me they need to verify I am who I am

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

No that I have been without phone access for over 2 days and I need access. I am not sure if my phone was hacked as I used my password ***** it would not accept it

Submitted: 4 months ago.Category: Email
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Customer reply replied 4 months ago
Seriously what is taking so long please?
Answered in 49 minutes by:
3/7/2018
Email technician: Fran, IT replied 4 months ago
Fran
Fran, IT
Category: Email
Satisfied Customers: 267
Experience: Consultant
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply. I've just logged in and saw your question waiting and I'm happy to assist you. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know

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Email technician: Fran, IT replied 4 months ago

Did you get a text message code to your phone when you did the reset password?

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Customer reply replied 4 months ago
No as I cannot get into my phone at all. I do have an email***@******.*** that you can send messages to.
Customer reply replied 4 months ago
No I do not want you to remotely connect. I'm
Email technician: Fran, IT replied 4 months ago

Please note: You may see offers for ADDITIONAL SERVICES that are automatically generated by the website. They are completely optional. Please feel free to ignore them.

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Email technician: Fran, IT replied 4 months ago

Ok, please give me more detail about what the problem is

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Customer reply replied 4 months ago
Okay, I would not get into my phone with my password. My phone set to factory. When I tried to set it up it asked me to put in my email I always use***@******.***. I could not remember the password ***** even through recovery it won't let me access this email account. As a result I cannot use my phone until Google recognizes that email as mine as this is the email that is synced to my phone.
Email technician: Fran, IT replied 4 months ago

Ok hopefully you have a alternate email set up to recover your password.

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Email technician: Fran, IT replied 4 months ago

Is this a Samsung device?

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Customer reply replied 4 months ago
I have an email***@******.***
Email technician: Fran, IT replied 4 months ago

Ok and that is a recovery email for the***@******.***

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Customer reply replied 4 months ago
it's a Samsung s7
Email technician: Fran, IT replied 4 months ago

can you get into the [email protected] account to receive the code for verification

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Email technician: Fran, IT replied 4 months ago

of the***@******.***

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Customer reply replied 4 months ago
I can get into the marybechle account
Email technician: Fran, IT replied 4 months ago

waiting your response

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Email technician: Fran, IT replied 4 months ago

Ok let me see if I can send a reset code

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Email technician: Fran, IT replied 4 months ago

do you remember your last password *****?

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Email technician: Fran, IT replied 4 months ago

Ok looks like you have some security questions set up

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Customer reply replied 4 months ago
No that's the problems to
Email technician: Fran, IT replied 4 months ago

Answer your security question

What was your first phone number

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Customer reply replied 4 months ago
I thought it was(###) ###-####
Email technician: Fran, IT replied 4 months ago

is there a area code with that?

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Customer reply replied 4 months ago
Iit was 414
Email technician: Fran, IT replied 4 months ago

When did you create this Google Account?

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Email technician: Fran, IT replied 4 months ago

month and year

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Customer reply replied 4 months ago
I cannot remember
Email technician: Fran, IT replied 4 months ago

let try a estimate day month and year

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Email technician: Fran, IT replied 4 months ago

Just month and year

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Customer reply replied 4 months ago
I have had a Gmail account I think since August or September of 2005
Email technician: Fran, IT replied 4 months ago

Ok go to your gmail account [email protected] and wait for code

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Email technician: Fran, IT replied 4 months ago

no wait its trying to send to other account

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Email technician: Fran, IT replied 4 months ago

Ok see if it is there

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Email technician: Fran, IT replied 4 months ago

You'll have to give me the code

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Email technician: Fran, IT replied 4 months ago

do you have the code?

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Email technician: Fran, IT replied 4 months ago

Please respond with the code if you received it

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Customer reply replied 4 months ago
I did not get the code
Email technician: Fran, IT replied 4 months ago

Should have gone to *****@******.***

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Customer reply replied 4 months ago
No***@******.***
Email technician: Fran, IT replied 4 months ago

I just copied and paste what you typed in above

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Email technician: Fran, IT replied 4 months ago

let me try again

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Customer reply replied 4 months ago
Sorry
Email technician: Fran, IT replied 4 months ago

no problem, see if you have it now

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Customer reply replied 4 months ago
387497
Email technician: Fran, IT replied 4 months ago

Google couldn't verify this account belongs to you.

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Email technician: Fran, IT replied 4 months ago

lets see if there is another way to verify

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Customer reply replied 4 months ago
Okay so now what do I do. It is my account
Email technician: Fran, IT replied 4 months ago

let try again. send another code to email. sometimes take a couple of tries

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Email technician: Fran, IT replied 4 months ago

make sure the correct code in typed or pasted in chat here

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Email technician: Fran, IT replied 4 months ago

did you get a new code?

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Customer reply replied 4 months ago
938950
Email technician: Fran, IT replied 4 months ago

Ok, that also failed. What you will need to do. Is set your phone up as a new device. Then after you get into your phone. You can do a reset at google and get the code sent to you phone. I can wait while you set up as new device.

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Email technician: Fran, IT replied 4 months ago

That email must not be in your google account for the email that we are trying to reset. It send code because I put the email in. But it didn't find it in your account for***@******.***

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Customer reply replied 4 months ago
I cannot get into [email protected] as I don't remember the password. My phone will also not let me reset either.
Email technician: Fran, IT replied 4 months ago

I thought you said you was doing a restore on the phone?

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Customer reply replied 4 months ago
No recover
Email technician: Fran, IT replied 4 months ago

But back to factory?

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Customer reply replied 4 months ago
Now I got a code that is G-632351
Email technician: Fran, IT replied 4 months ago

oh good hold on let me go back

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Email technician: Fran, IT replied 4 months ago

is the code from your email?

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Customer reply replied 4 months ago
It was sent in a text
Email technician: Fran, IT replied 4 months ago

Ok thats what we need. whats the cell phone number?

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Email technician: Fran, IT replied 4 months ago

I didn't know you could get to text messages.

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Email technician: Fran, IT replied 4 months ago

Ok it will send you another text. because the other code has expired. so you need to put that code here as soon as you get it.

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Customer reply replied 4 months ago
I can get on to them with my tabletop
Customer reply replied 4 months ago
My tablet
Email technician: Fran, IT replied 4 months ago

where you got the last code. that where this code just came to

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Email technician: Fran, IT replied 4 months ago

Ok we can't attemp this to many times or we will be locked out for several hours

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Email technician: Fran, IT replied 4 months ago

so let me know when you are ready to receive the code

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Email technician: Fran, IT replied 4 months ago

it will be as a text from the same place you got the last code

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Email technician: Fran, IT replied 4 months ago

we only have like 30 seconds to reset

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Email technician: Fran, IT replied 4 months ago

If you have another phone I can call you and you can give me the code over the phone

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Email technician: Fran, IT replied 4 months ago

I need to know when you are ready for me to resend the code

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Customer reply replied 4 months ago
I got the code from this number(###) ###-#### I have not gotten another code.
Email technician: Fran, IT replied 4 months ago

ok, we are now sending the code to your text messages

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Email technician: Fran, IT replied 4 months ago

So let me know when you have your phone in your had to receive the code

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Email technician: Fran, IT replied 4 months ago

I have options either phone or email. Email has failed. you said you can get text message. So we are now using text messages

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Email technician: Fran, IT replied 4 months ago

no that is a email code

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Email technician: Fran, IT replied 4 months ago

I havent send code to your phone yet. Because you haven't told me you are ready

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Email technician: Fran, IT replied 4 months ago

So please get your phone ready. so I can send the code. you will have to use this chat to type the code in so I can put it into google

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Customer reply replied 4 months ago
I am ready
Email technician: Fran, IT replied 4 months ago

Ok this has got to be fast. so I'm sending now

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Email technician: Fran, IT replied 4 months ago

ok it has already timed out

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Customer reply replied 4 months ago
G-168184
Email technician: Fran, IT replied 4 months ago

did you get an approve notification

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Email technician: Fran, IT replied 4 months ago

see if you can get into your email on the phone. and if so you should have a verification number

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Customer reply replied 4 months ago
I try to get into my email on my phone and it tells me Google could not verify this account. Go to https.//g.co/recover
Email technician: Fran, IT replied 4 months ago

Ok let try the email method one more time. to the***@******.***

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Customer reply replied 4 months ago
Okay
Email technician: Fran, IT replied 4 months ago

So let make sure we get the latest email. Ok let me get that code going.

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Email technician: Fran, IT replied 4 months ago

ok an email has been sent to that email

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Customer reply replied 4 months ago
974858
Email technician: Fran, IT replied 4 months ago

that is the latest one correct?

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Email technician: Fran, IT replied 4 months ago

sent at 306 central time

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Email technician: Fran, IT replied 4 months ago

ok did you also get a new code to phone?

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Customer reply replied 4 months ago
I did not get a G number just other code
Email technician: Fran, IT replied 4 months ago

ok

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Email technician: Fran, IT replied 4 months ago

Ok you are going to have to call google it's not letting up verify. For whatever reason here is the number 1-***-***-****

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Customer reply replied 4 months ago
Thanks for your help
Email technician: Fran, IT replied 4 months ago

Sorry we couldn't resolve the issue here.

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Email technician: Fran, IT replied 4 months ago

please rate the service attempts we tried at the top of this pages to close ticket

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Email technician: Fran, IT replied 4 months ago

Your satisfaction is my priority; I hope I have earned 5 stars!
Kindly take a moment to rate my service 5 stars/ and then
press Submit at the top of your question page.

If you need more assistance, please use the reply box and let me know.
Rating does not stop you from getting back to me in the event you need me.
It has been a pleasure assisting you today. Fran
**********************************************************************************

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