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On my Macbook Pro, Yosemite 10.10.5, I'm getting the update

Customer Question
Hi Pearl, on my Macbook...
Hi Pearl, on my Macbook Pro, Yosemite 10.10.5, I'm getting the update username and password ***** in Outlook for Mac 2011.
JA: Just to clarify, how old is your MacBook Pro and what operating system are you running?
Customer: Macbook Pro is a year old and I'm running Yosemite 10.10.5
JA: Is there anything else important you think the Mac Technician should know?
Customer: Not all email addresses are like this, just my Tiscali one
JA: OK. Got it. I'm sending you to a secure page on JustAnswer so you can place the $5 fully-refundable deposit now. While you're filling out that form, I'll tell the Mac Technician about your situation and then connect you two.
Submitted: 1 year ago.Category: Mac
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Answered in 2 minutes by:
5/27/2016
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago
Kamil Anwar
Kamil Anwar, Mac Support Specialist
Category: Mac
Satisfied Customers: 5,887
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Verified

Hello & Welcome to JustAnswer. Thank you for your question.

May i connect with you remotely to troubleshoot the issue directly? Thanks

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Customer reply replied 1 year ago
What do you mean? I'm on my macbook but the problem is with my partners. By the way I have paid $5 for this help but I keep getting prompted to go for a free trial that I don't want.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

I am a tech only, for any billing or site related issues please email***@******.***. I mean, can i connect to the system in question remotely to troubleshoot the issue directly? OR do you want eto be instructed?

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Customer reply replied 1 year ago
Hi Kamil,
I wrote to just answer because my partner keeps getting a pop-up in her Outlook 2011 saying she needs to enter her password ***** and again. The password ***** ***** Her Macbook Pro is a year old and running Yosemite 10.10.5.
Customer reply replied 1 year ago
Can you instruct me please?
Customer reply replied 1 year ago
It's just one of her email accounts
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

Is the account type pop or imap and is he able to send and receive emails?

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Customer reply replied 1 year ago
No she can't receive emails on that email account which is Pop.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

what is the part after the @ symbol of her email address?

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Customer reply replied 1 year ago
tiscali.co.uk
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

Is she able to login here: https://www.talktalk.co.uk/mail/

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Customer reply replied 1 year ago
no, she tried the talk talk webmail
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

If she cannot login to webmail, then the password ***** are correct in reflecting that the password ***** some reason, isn't working. Do you want me to see if it can be reset?

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Customer reply replied 1 year ago
please. talk talk don't recognise her email address
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

what is her email address and is she still a talktalk customer?

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Customer reply replied 1 year ago
No she is not a talk talk customer. She used to be a tiscali customer until a few years ago then she switched to BT but kept her tiscali email address to receive emails from people who may just have her tiscali address. This has worked fine until a few days ago.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

what is her name and her email address?

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Customer reply replied 1 year ago
Clare Mizrahi (now Mackin)***@******.***
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

What is the post code where the talktalk was initially installed?

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Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

are you still there?

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Customer reply replied 1 year ago
I think it was HP15 6SE
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

who was the account holder when you signed up for talk talk?

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Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

do you have the talktalk account number?

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Customer reply replied 1 year ago
No, never was with talktalk
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

Are you sure the post code is correct?

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Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

OR do you remember the phone number that was associated with this talktalk account?

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Customer reply replied 1 year ago
Post code could have been GU32 1TT
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

And the phone number?

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Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

what is your current phone number?

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Customer reply replied 1 year ago
the same
Customer reply replied 1 year ago
what are you trying to do?
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

To locate the account. BUT it has not been possible to locate the account with the information given. You will need to raise a ticket with TalkTalk directly.

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Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

You can do it from this page: http://myaccountholding.talktalk.co.uk/

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Customer reply replied 1 year ago
why talk talk?
Customer reply replied 1 year ago
I've just wasted $5?
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

You can request a full refund by mailing***@******.***

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Customer reply replied 1 year ago
OK thank you Kamil for trying
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 year ago

Welcome.

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