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My machine was recently hacked. I have a new email address.

My machine was recently...

My machine was recently hacked. I have a new email address. How do I change this in Microsoft?

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

Comcast is the provider. I can download into Outlook on this machine okay but I am having problems with our desktop. Office 365 was just installed after the machine was cleaned and it wants to send mail to***@******.*** That account is no longer valid. Also we have a new checking account for your monthly charges

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

Sorry I should have said that our desktop was compromised

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Answered in 8 minutes by:
3/24/2018
Byron
Byron, PC Support Tech
Category: Email
Satisfied Customers: 3,399
Experience: CCNA, A+, MCSE 11 years at a large law firm.
Verified

Hi. My name is***** you for your question and the opportunity to assist.

Your Office 365 account is linked to the email address you used when you purchased it.

Log in to your Microsoft account using that address here: https://account.live.com

If you don't know the password ***** the Forgot Password ***** to reset it.

Once you are logged in, at the top of the page click Services & Subscriptions and you'll see your

Office 365 account information.

If you need to update your payment information click Payments & Billing>>>Payment Options

to update your payment information.

From the menu at the top click Security and then click "Update your security info"

to add your new email address.

Let me know the result please.

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Customer reply replied 4 months ago
I was able to delete my old email but when I added the new one it kept asking for a code associated with that email and then denied to two codes that I had

If you're referring to the code that Microsoft sends to verify email addresses, those codes expire after 10 minutes.

Have them send a new code.

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Customer reply replied 4 months ago
Still asking for the old code I will try again in 10 minutes
Customer reply replied 4 months ago
I do not see an option to have them send a new code

Can you send a screenshot of that page using the Send Files link?

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Customer reply replied 4 months ago
They said they sent too many codes try again tomorrow so I will

Certainly. I'll contact you tomorrow around this time and we can continue.

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Customer reply replied 4 months ago
Thank you for your patience :))

Hi. Any news on getting the email address added?

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Customer reply replied 4 months ago
I tried a couple of times. Each time it said it was sending a code to my aday70 mailbox but none showed up. I will try again now
Customer reply replied 4 months ago
now it wants the name of the account that I want to get back into and then an alternate account. What should I enter?

Create a gmail account HERE

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Customer reply replied 4 months ago
okay I have a gmail account. Use that as the alternate?

Yes, please.

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Customer reply replied 4 months ago
far nothing in the gmail account. You would need to be on our desktop to connect remotely
Customer reply replied 4 months ago
I meant desktop machine

I won't be able to do that until later tonight. Around 9PM Eastern. Is that OK?

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Customer reply replied 4 months ago
Do I need to get on just answer on that machine? Will I need a code or id to connect with you?

I'll contact you on this page. It doesn't matter what computer you're viewing it from.

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Customer reply replied 4 months ago
okay Thanks
Customer reply replied 4 months ago
I just got a permanent error message when I tried to email my google mailbox

Hi. Were you able to get your gmail straightened out?

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Customer reply replied 4 months ago
no. Typo in the address but when I corrected it I still got the error

Are you trying to add this email address in the Security information section of your Microsoft account?

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Customer reply replied 4 months ago
I added it as the alternative address in the "recovery" section

Are you able to sign in to that gmail account, sign out and then sign back in again?

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Customer reply replied 4 months ago
I closed gmail, clicked on the URL again and it came up. It did not ask for my password
Customer reply replied 4 months ago
Should I just type gmail.com and try it that way?
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Customer reply replied 4 months ago
I clicked on that link and it came up without asking for a password

While looking at the inbox, click the circle in the upper right corner that has your initial in it (it may have your picture

if you added one) and click Sign Out

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Customer reply replied 4 months ago
done

Are you able to enter your password ***** sign back in or is the password ***** saved in the browser?

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Customer reply replied 4 months ago
I clicked on your URL again and this time it asked for my pw

Are you able to sign in?

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Great, so in your Microsoft account you've updated your payment information, and added your Gmail address as a recovery

option. What else needs to be done?

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Customer reply replied 4 months ago
Let me try again. I need to be able to get my email on the "cleaned" machine on my new***@******.*** address

Certainly.

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Customer reply replied 4 months ago
Sorry. Couldn't get to this page for a couple of minutes. Still no code in gmail from Microsoft

I'm not sure I fully understand what's going on. My understanding is that you are wanting to set up

your***@******.*** address in Outlook 2016 (Office 365) on the "cleaned" machine?

What does a code from Microsoft have to do with this?

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Customer reply replied 4 months ago
When I put in aday70 in the recovery field and my gmail address in the alternate field, it tells me that it has sent a code to my gmail address that I never get

Have you checked your Gmail spam folder?

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Customer reply replied 4 months ago
nothing there

Who is asking for recovery addresses? I thought you were trying to set up your***@******.***

address in Outlook.

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Customer reply replied 4 months ago
I did earlier today. I can try again now. When I try to get into Outlook, it tells me that it has sent a code to aday70 that I never get

Do you have an Office 365 Home subscription that allows you to install Office 365 on up to 5 PCs?

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Customer reply replied 4 months ago
I don't think so. Office365 personal was what I remember the Geek squad told me
Customer reply replied 4 months ago
I already have it on this machine

Thanks. Office 365 personal is for 1 PC. Did you purchase a second subscription so you could put it on a second machine?

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Customer reply replied 4 months ago
but maybe its not yet installed. I have an email from them asking me to sign in with a Microsoft id. I can try to call them and have them walk me through it Maybe that's the problem.

I just checked something.***@******.*** is a Microsoft account

and *****@******.*** is also a Microsoft account.

This is the official Microsoft support number:(###) ###-####/p>

I don't know which account your Office 365 subscription/s are linked to.

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On the cleaned machine open up a blank Word document

and click File>>Account

You'll see Office 365 information. You'll see a partial email address.

Do the same on the machine you're using to talk to me.

If those addresses match, that's the problem.

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Customer reply replied 4 months ago
I tried but it needed to be installed. When I clicked through that it told me that it had sent yet another @@@code to aday70 I tried the last code I got from them but of course that did not work

Do this from the cleaned machine. Sign in to Office at: www.office.com/myaccount

Sign in with the arthurday2007 password. Click Install on the left side of the page.

On the next page it will show Install Information and show you a computer name.

I suspect that will be the name of the machine you are using to talk to me.

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Customer reply replied 4 months ago
When I type that in a screen pops up saying that it has sent an email to aday70
Customer reply replied 4 months ago
It doesn't ask for a pw

Can you get text messages sent to your phone number ending in 55 right now

or the 99 number?

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Customer reply replied 4 months ago
I typed in the URL again and this time I could click on My Account but it no longer recognizes aday2007 and insists on sending email to aday70. There is no option to send sms to 99. I am pretty well shot and I would think you would be as well. Can we try again tomorrow after 2pm?

Sure. I'll contact you then.

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Customer reply replied 4 months ago
I just got another code from Microsoft to reset the password ***** they are so security conscious that I don't know which account. I tried logging into Outlook but the code didn't work. At least we know that codes sent from the cleaned machine show up in Outlook on our laptop.

I'm responsible for that code. Those codes are not passwords. They aid in resetting forgotten passwords.

That code was for resetting the password ***** the***@******.*** account.

The only recovery option for that account is the email address itself.

We should have no problem resetting the password ***** that account tomorrow.

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Hi. Are you available now?

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An email containing a 7 digit password ***** code was just sent to***@******.***.

I need you to send the code to me

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Thank you. Please stand by.

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The Microsoft password ***** sign in to***@******.*** is: 87alfa88

I checked that account at Microsoft and there is no Office 365 subscription associated

with the account. How did you purchase Office 365? Did you receive a product key?

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Customer reply replied 4 months ago
It was installed by the Geek Squad at Best Buy I did not see a product key but I have a 12 month service contract with them so I can call them for support
Customer reply replied 4 months ago
Can I sign onto my email on the clean machine with that pw?

No. That password ***** ***** signing in to the Microsoft account. It is not a Comcast password.

Are you able to log in to your Microsoft account that uses *****@******.*** ?

If so, sign in here: www.office.com/myaccount

Does it tell you that you have Office 365 Home or Personal?

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If you need to get in to your Comcast email go to: https://www.xfinity.com

and click Sign In at the top.

If you don't know the password ***** get in click the

"Forgot username or password?" link on the Sign In page

and you can reset the password.

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Customer reply replied 4 months ago
I was able to login to arthurday2007 in office. I then clicked on account. It only says 1 Pc or tablet

Thanks. That's Office 365 Personal.

Do you have any type of documentation showing that you made another purchase of Office 365?

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Customer reply replied 4 months ago
At the top it says Office365 Personal
Customer reply replied 4 months ago
I'll look

Ok. Thanks

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Customer reply replied 4 months ago
I did not find anything but I bought the machine at Best Buy with 365 already on it

Office 365 is pre-installed on almost every new computer. At most you get a 30 day trial version

unless the terms of your computer purchase specify something different.

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Customer reply replied 4 months ago
If I got something it was through email and is now lost :(
Customer reply replied 4 months ago
Best Buy may be able to help

Maybe they can but if they can't, here's what I would recommend doing:

On the cleaned machine sign in to the Microsoft account using***@******.*** and click Services & Subscriptions

On the left you'll see a link that says Try Office 365 Home for free.

You'll get 30 free days before they bill your credit card. Office 365 Home is good for 5 PCs and costs $99 a year.

When your Office 365 Personal subscription runs out, instead of paying another $69, use one of the 5 installs

from your Office 365 Home account on that machine.

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Customer reply replied 4 months ago
Sounds like a plan

That will work.
If you would like any additional information or assistance,
please do not hesitate to let me know.
Else if you could, please take a moment
to rate the service using the stars at the top of the page, then submit,
as that is how we are credited with assisting.
It would be much appreciated.

Byron
Byron, PC Support Tech
Category: Email
Satisfied Customers: 3,399
Experience: CCNA, A+, MCSE 11 years at a large law firm.
Verified
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