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I reset my password and my google account still says my

Customer Question
I reset my password...

I reset my password ***** my google account still says my password ***** *****

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

Yes

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

Yes, I did that. It sent a message to my phone, I clicked it and it let me reset the password. Then I cleared the cache and cookies in chrome, then I quit chrome and relaunched it, I assume I need to sign out of gmail in my other devices first, correct?

Submitted: 2 months ago.Category: Email
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Answered in 1 minute by:
5/31/2018
Email technician: Justin Johnson,
 replied 2 months ago
Justin Johnson
Category: Email
Satisfied Customers: 2,712
Experience: Training and Development at Scientifically Speaking
Verified

Hi! Welcome to JustAnswer.com, my name is ***** ***** I'll be assisting you with your question about google. I've only just come online now and would like to assist you with your question.

What are all the things you have done to try and recover your password? I only ask to make sure you are not having to overlap steps again that you have already done.

If you would like remote support please select the Secure Remote Assistance option. If you do not want remote support please ignore the prompt.

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Customer reply replied 2 months ago
I already reset it successfully. Then I cleared the cache and cookies, quit and relaunched Chrome and tried to login and it still said wrong password
Email technician: Justin Johnson,
 replied 2 months ago

If you reset the password ***** would not say that

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Customer reply replied 2 months ago
This is why I am seeking assistance
Customer reply replied 2 months ago
I went to login, I clicked forgot password, it sent a message to my phone, I clicked it, the computer then continued the prompt to reset the password, I typed in the new password, typed it in again to the box below and it said successful. Then I did all of the above in my previous message and it still says the password ***** *****
Customer reply replied 2 months ago
This is my mom's account. She has an ipad and an iphone and mail is set up on those devices. I need an expert to help me because I don't want to logout of the mail apps on those devices unless i know for sure we can do this. She can't afford to lose everything
Customer reply replied 2 months ago
Are you still there?
Customer reply replied 2 months ago
Hello?
Email technician: John Castle, Email Agent replied 2 months ago
John Castle
John Castle, Email Agent
Category: Email
Satisfied Customers: 1,063
Experience: IT Trainer at QA
Verified

Hi

Are you currently using a computer?

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Customer reply replied 2 months ago
Are you seeing my previous thread, or should I copy and paste everything for you so far?
Email technician: John Castle, Email Agent replied 2 months ago

Let me have a read of this now and I will get up to speed

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Customer reply replied 2 months ago
Is this going to take a long time?
Email technician: John Castle, Email Agent replied 2 months ago

Would I be able to do a screen share on your desktop?

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Customer reply replied 2 months ago
No, I do not want to pay the extra $. I prefer that you just walk me through this. What will happen if I logout of the other devices and we can't fix this reset?
Email technician: John Castle, Email Agent replied 2 months ago

OK so when you updated the password, you are saying you updated it and it works still on all other devices still?

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Customer reply replied 2 months ago
is over 10 minutes a normal wait time on this service for an answer? Just curious if I need to find another way to solve this.
Email technician: John Castle, Email Agent replied 2 months ago

OK so when you updated the password, you are saying you updated it and it works still on all other devices still?

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Customer reply replied 2 months ago
No, I haven't logged out of the other devices yet. I want to make sure it reset on the Mac computer first. It still says the password ***** *****
Email technician: John Castle, Email Agent replied 2 months ago

Is it working on the other devices?

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Customer reply replied 2 months ago
But those are logged in already. My mom bought a new iMac and I was trying to set up her email and this is when I got the error message that the password ***** gmail was incorrect. She told me she had reset it recently but the passwords I tried didn't work, so she reset it. My guess is that if she really did reset it, it was on her ipad and not her phone, or visa versa, and didn't log out and log back in on both devices. So - I reset it again.
Email technician: John Castle, Email Agent replied 2 months ago

If she reset it anyware, it would kick the other devices out as they would be contacting the server with the old password *****

Are you 100%| sure it was reset?

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Customer reply replied 2 months ago
By me? It said it did and now that I look at her ipad it did in fact kick her out
Email technician: John Castle, Email Agent replied 2 months ago

OK that makes more sense, has it kicked it out on all accounts

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Customer reply replied 2 months ago
now the phone says gmail is not responding
Customer reply replied 2 months ago
Cell service and wifi is not the best here, possibly it just took 45 minutes. I'll try and login again now
Email technician: John Castle, Email Agent replied 2 months ago

OK so go through the recovery proceeds using the information you used previous and it will reset all the account keys

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Customer reply replied 2 months ago
If I go through the recovery process I used previously, won't it ask me to create a new password *****?
Email technician: John Castle, Email Agent replied 2 months ago

Yes, please do this and it should reset the KEYS

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Customer reply replied 2 months ago
you want me to create a new password *****? I'm just trying to be clear.
Customer reply replied 2 months ago
Now it is not allowing an option to send to the phone or ipad and she does not remember answers to the security questions
Email technician: John Castle, Email Agent replied 2 months ago

Yes please

Is this a buisness account?

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Customer reply replied 2 months ago
No
Customer reply replied 2 months ago
As I said above, Now it is not allowing an option to send to the phone or ipad and she does not remember answers to the security questions
Customer reply replied 2 months ago
I have been trying to reset it. The phone or ipad option was the only way I could get the reset earlier. How do I get that option again?
Customer reply replied 2 months ago
Are you there?
Customer reply replied 2 months ago
Hi - I have been working through this service an hour now. If it takes this long I'm going to cancel and complain.
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