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I have bought a new smart phone and want to access gmail. I…

Customer Question
I have bought a...

I have bought a new smart phone and want to access gmail. I am permanently logged onto gmail on my desktop computer, but I have forgotten my password ***** have tried to recover it with no success.

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

My desktop

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

Security questions, think. No phone number

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

Yes, we have tried to recover the password, but are linked back to an old gmail account which we never use any more.

Submitted: 4 months ago.Category: Email
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Answered in 1 minute by:
5/1/2018
Email technician: Aparna Indresh,
 replied 4 months ago
Aparna Indresh
Category: Email
Satisfied Customers: 529
Experience: Engineer at Aparna Indresh
Verified

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

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Email technician: Aparna Indresh,
 replied 4 months ago

May I have your gmail address so that i can check for the password ***** options from my side?

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Customer reply replied 4 months ago
are you there?
Email technician: Aparna Indresh,
 replied 4 months ago

May I know the last password ***** remember using with this Google Account?

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Customer reply replied 4 months ago
well, that's the problem....it was years ago that we set up this account and have no idea what the password *****
Email technician: Aparna Indresh,
 replied 4 months ago

Okay, are you still able to access your gmail account on your desktop?

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Customer reply replied 4 months ago
our recovery phone message asked for the name on our account....neither of our names work, so we don't know what those are either. ;-(
Email technician: Aparna Indresh,
 replied 4 months ago

Okay, it is asking for username and password.

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Customer reply replied 4 months ago
do you have our old security questions? the one connected to this gmail address?
Email technician: Aparna Indresh,
 replied 4 months ago

Okay, are you still able to access your gmail account on your desktop so that we can check for the saved password ***** your gmail account and can try with that password?

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Customer reply replied 4 months ago
but we are permanently logged on, so we don't have access to the password.
Email technician: Aparna Indresh,
 replied 4 months ago

we can check for the security question while going through the steps for resetting password?

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Customer reply replied 4 months ago
OK
Email technician: Aparna Indresh,
 replied 4 months ago

To get a verification code, first confirm the recovery email address you added to your account ne••••••@t••••.net

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Customer reply replied 4 months ago
we think, but aren't totally sure. but this is the old email we never use and can't access.
Email technician: Aparna Indresh,
 replied 4 months ago

May I know When did you create this Google Account?

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Customer reply replied 4 months ago
the new one was just created January 2016 maybe the 29th??
Email technician: Aparna Indresh,
 replied 4 months ago

I am sorry but without having access to recovery email address and answer for old password ***** it is not possible to reset the password.

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Customer reply replied 4 months ago
can't we use security questions form when we set up this account?
Customer reply replied 4 months ago
the email we sent you wasn't an gmail account
Email technician: Aparna Indresh,
 replied 4 months ago

I understand but only answering security question will not work.

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Customer reply replied 4 months ago
is our only option to set up a new gmail address? Bummer!
Email technician: Aparna Indresh,
 replied 4 months ago

Yes, you can setup a new gmail account but you will not be able to get access to the old one and update the new one.

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Customer reply replied 4 months ago
we will lose all of our saved emails???
Email technician: Aparna Indresh,
 replied 4 months ago

I am sorry but yes.

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Email technician: Aparna Indresh,
 replied 4 months ago

Are you able to access your gmail account on your desktop as you have mentioned in your question you are able to access it on your desktop.

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Customer reply replied 4 months ago
because we never log out....so we need/don't use the password.
Email technician: Aparna Indresh,
 replied 4 months ago

Okay,how do you access your gmail account in desktop is it through browser like chrome or through any app like outlook?

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Customer reply replied 4 months ago
Through Mac mail
Email technician: Aparna Indresh,
 replied 4 months ago

I am sorry. Unfortunately I am out of ideas. I may have to open this question to other experts by opting out from this issue, so that any other expert would give you a quick solution for this problem with no extra charge. Other experts would be able to read the old conversation so there is no need to explain the issue again.Thank you.

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Customer reply replied 4 months ago
I think we'll have to set up a new account. Can we unsubscribe from this service now...with no charge?
Email technician: Aparna Indresh,
 replied 4 months ago

I am a user of the site just like you and cannot help you with site-related issues. You can contact JustAnswer's Customer Service by clicking on the Contact Us button at the bottom of your screen or by going to this link: http://ww2.justanswer.com/customer-support or via phone 1-***-***-**** and can check regarding your concern and charges.

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