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When I try to forward or send email I get a message saying…

Customer Question
When I try to...

When I try to forward or send email I get a message saying cannot send mail, user name or password ***** ***** They reference an email address that is not mine.

Technician's Assistant: When did you last reset your username and password?

Ages

Technician's Assistant: Have you installed any updates recently?

Yes the last ipad update recently

Technician's Assistant: What troubleshooting have you tried?

None

Submitted: 8 months ago.Category: Mac
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Answered in 3 minutes by:
11/15/2017
Mac Support Specialist: Josh, Mac Support replied 8 months ago
Josh
Josh, Mac Support
Category: Mac
Satisfied Customers: 21,953
Experience: 5 years as Network Admin, 10+ years of IT support
Verified

Hi! My name is ***** ***** I will be assisting you. Let's get started!

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Mac Support Specialist: Josh, Mac Support replied 8 months ago

Are you using an email program or your iPad when you have this issue?

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Customer reply replied 8 months ago
Using my iPad. My server is mediacom
Customer reply replied 8 months ago
No.
Mac Support Specialist: Josh, Mac Support replied 8 months ago

It sounds like you have your default email address set up wrong.

Go into Settings then Mail

Scroll down to the bottom and where it says "Default Account", tap on it and make sure it is your email address

Now go back and try to send mail

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Customer reply replied 8 months ago
Its not giving an address. Just a choice between iCloud and mchsi.
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Yes, choose the account that you wish to use. I am assuming it is the MCHSI account

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Customer reply replied 8 months ago
Tapped on mchsi. Check mark appears. Nothing else
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Go back and try to send/forward now

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Customer reply replied 8 months ago
Still cant
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Did they reference a different email account again?

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Customer reply replied 8 months ago
I can send and forward mail from my iPhone, same account
Mac Support Specialist: Josh, Mac Support replied 8 months ago

You mentioned that you still can't but then you said you can -- Are you still have the issue?

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Customer reply replied 8 months ago
I am having trouble sending mail on my iPad. My iPhone is working fine with the same mail account
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Did you follow the steps above on your iPad?

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Mac Support Specialist: Josh, Mac Support replied 8 months ago

What does it say when you try to forward an email?

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Customer reply replied 8 months ago
That is the device (iPad) that I have been working on with you. Trying to say my email address seems to be correct. This is a new issue on my iPad in the last few days. Before that it was fine
Mac Support Specialist: Josh, Mac Support replied 8 months ago

What does it say when you try to forward an email?

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Customer reply replied 8 months ago
Cannot send mail
the user name or password ***** “*****@******.***” is incorrect.That is not my email address
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Go into Settings then Accounts

Do you see that email address listed there?

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Customer reply replied 8 months ago
No my own email is listed there
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Under the Accounts option, you do not see any rogue account listed?

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Customer reply replied 8 months ago
No. Everything looks fine
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Are you sending from the built-in mail app?

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Customer reply replied 8 months ago
I don’t know. I didn’t set this up and am computer illiterate. Hence u��
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Go into Settings then Accounts

What is listed under Accounts on that page?

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Customer reply replied 8 months ago
I am listed with correct email
Teresa Wells***@******.***Incoming server:
Host name mail.mediacombb.netThat’s it
Customer reply replied 8 months ago
Outgoing server
SMTP mail.mediacombb.net
Mac Support Specialist: Josh, Mac Support replied 8 months ago

No, it sounds like you are on the wrong page.

Go into Settings then Accounts & Passwords

What do you see listed under Accounts?

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Customer reply replied 8 months ago
iCloud (drive, mail, contacts etc
MchsiOpening those and both list only my email address
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Please press and hold down the POWER and HOME buttons together on your iPad until you see the Apple icon. After you see the icon, release the buttons and the iPad will restart.

Do you see that message after the forced restart?

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Customer reply replied 8 months ago
same thing.
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Do you know the person with the k.etter321 account?

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Customer reply replied 8 months ago
No
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Go into Settings then General then Reset then Reset all Settings

Restart your iPad and try again

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Customer reply replied 8 months ago
Still getting the same notice
Customer reply replied 8 months ago
Hold on. Reset again and booting up.
Customer reply replied 8 months ago
Nope. Still the same message
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Somewhere on your iPad, that email address is listed and causing it to show up when you try to send an email.

Do you see that message if you just check your inbox?

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Customer reply replied 8 months ago
No I can receive and check mail with no problem.
What’s the solution? Do I need to cancel my email acct and set it up again. I don’t know where I’d find that address
Customer reply replied 8 months ago
No one even close to that in my contacts. Have I been hacked?
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Try to send a new email and check to see -- in the FROM box, what does it say?

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Customer reply replied 8 months ago
It has my email address correctly
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Try sending the new email now -- do you see the same error?

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Customer reply replied 8 months ago
same thingWe r getting nowhere. If u have a suggestion where else I should turn let me know. I’m out of time and patience. Not getting it solved.
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Unfortunately, I am limited since I do not have the iPad in front of me.

If you are out of time, you can come back here when you are free again.

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Customer reply replied 8 months ago
Bye
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Thank you

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