How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Jerry Hannell Your Own Question

Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
14934061
Type Your Computer Question Here...
Jerry Hannell is online now

my wife has forgotten her password XXXXX her Hotmail account.Can

Resolved Question:

my wife has forgotten her password XXXXX her Hotmail account.Can she find out what it was. She hasn't used it for over 6 months.I have tried filling in the form re Microsoft but to no avail. HELP !!!
Submitted: 3 years ago.
Category: Computer
Expert:  Jerry Hannell replied 3 years ago.

XXXXX XXXXXnell :

hello sir, I would like to help you, please let me know when you are ready.

Customer:

Ready but I am not very computer savvy . so be patient please

XXXXX XXXXXnell :

hi, ok,

XXXXX XXXXXnell :

what is the email address you are having problems with?

Customer: [email protected]
XXXXX XXXXXnell :

can you type it again, please replace @ with AT when typing your email here

XXXXX XXXXXnell :

can you type it again, please replace @ with AT when typing your email here


Customer:

kestokesAThotmail.co.uk

XXXXX XXXXXnell :

i am checking

XXXXX XXXXXnell :

do you have a mobile phone, that ends with .............42 ?

XXXXX XXXXXnell :

(number)

Customer:

no

XXXXX XXXXXnell :

or your wife's telephone? i am seeing a telephone number linked to the email account that ends with ....42

Customer:

it could be my wifes mobile not sure

XXXXX XXXXXnell :

if i send a sms with a verification code, can you check it?

XXXXX XXXXXnell :

because this number is XXXXX with the account.

Customer:

I am just checking her number, give me a minute

XXXXX XXXXXnell :

waiting

XXXXX XXXXXnell :

.....42

Customer:

her number ends 02

XXXXX XXXXXnell :

we can try the option #2

XXXXX XXXXXnell :

do you have an email address that starts with
mw ... ?

XXXXX XXXXXnell :

like mw.... @ Hotmail.com

Customer:

okay I am in your hands

Customer:

yes

XXXXX XXXXXnell :

can you Access that email now?

XXXXX XXXXXnell :

i will send a link

Customer:

do you want me to check my e mail /

XXXXX XXXXXnell :

yes

Customer:

?

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

were you able to Access your other Hotmail?

Customer:

IT SAYS IT IS LOADING DATA. HOW LONG DOES THIS TAKE?

XXXXX XXXXXnell :

let's wait

Customer:

STILL WAITING FOR IT TO LOAD

XXXXX XXXXXnell :

can you press F6

XXXXX XXXXXnell :

F5

Expert:  Jerry Hannell replied 3 years ago.
we can continue from here.
Customer: replied 3 years ago.

what happens next I have not got an answer

Expert:  Jerry Hannell replied 3 years ago.
were you able to Access your other Hotmail? (mw..)
Customer: replied 3 years ago.

yes and it said data was loading but it has not

Expert:  Jerry Hannell replied 3 years ago.

i sent a message to mw....@Hotmail.com

can you please check it

it is a message from microsoft

Customer: replied 3 years ago.

okay hang on

Expert:  Jerry Hannell replied 3 years ago.

waiting

Customer: replied 3 years ago.

I have a reply from Microsoft re link and have changed the password XXXXX it comes up with my name , how do I change it to ke...............

Expert:  Jerry Hannell replied 3 years ago.

were you able to Access to

kestokes @ hotmail.co.uk ?

 

you can change the display name from:

https://account.live.com/

Customer: replied 3 years ago.

how do I access kestokes without a password XXXXX am I being thick !

Expert:  Jerry Hannell replied 3 years ago.

did you set a new password XXXXX it?

if yes, you can Access the Hotmail from:

www.hotmail.com

.once you are logged in, your computer will remember it, and you will not need to enter it again

also, to be able to change the name you just need to go to :

https://profile.live.com/cid-11e2fe557547dbcb/details/edit/name?ru=https%3a%2f%2faccount.live.com%2fSummaryPage.aspx

.

Customer: replied 3 years ago.

not making progress am I being thick !

Expert:  Jerry Hannell replied 3 years ago.

were you able to set a new password XXXXX the Hotmail? (ke .. )

Customer: replied 3 years ago.

yes but ten it takes me to my Microsoft details. Have I to alter something on my account details ?

Expert:  Jerry Hannell replied 3 years ago.

can you close that page,

and go to www.hotmail.com

and what happens?

Expert:  Jerry Hannell replied 3 years ago.
waiting
Customer: replied 3 years ago.

I have reset password XXXXX when I tried to go into ke.... it says not correct

Expert:  Jerry Hannell replied 3 years ago.

let's try again,

can you check your mw email..... i will send another link

so you can reset your ke.... email password XXXXX

when done, you will be able to Access ke..

Customer: replied 3 years ago.

I have reset again and tried to go into ke but it keeps coming up mw even though I have signed out !!

Expert:  Jerry Hannell replied 3 years ago.
when you go to Hotmail.com, mw comes ?
Customer: replied 3 years ago.

yes I have just tried again still mw automatic

Customer: replied 3 years ago.

I have followed the link and entered ke and new password XXXXX it says it is not correct

Expert:  Jerry Hannell replied 3 years ago.
are you able to Access your other mw account?
Customer: replied 3 years ago.

yes

Expert:  Jerry Hannell replied 3 years ago.

are you sure you are entering the password XXXXX?

(can you check the CAPS key if it is off or on)

Customer: replied 3 years ago.

yes I have followed the link as requested

Expert:  Jerry Hannell replied 3 years ago.

can you log out, and then try to login to ke

Customer: replied 3 years ago.

okay

Customer: replied 3 years ago.

still says password XXXXX XXXXX Can we leave this until 9 am Saturday. I am sure you are getting as fed up as I am.

Expert:  Jerry Hannell replied 3 years ago.

ok, we can continue tomorrow, i will be here.

Customer: replied 3 years ago.

Jerry are you there. I was thinking overnight that when I change to a new password XXXXX the link do I need to alter my details and put ke... details instead. Can you send me a new link to try

Expert:  Jerry Hannell replied 3 years ago.

good morning,

i just sent the new link one minute ago.

you can set a new password. you don't need to alter the details.

Customer: replied 3 years ago.

Morning, is this not what I tried last night, I haven't received the Microsoft link yet

Expert:  Jerry Hannell replied 3 years ago.

it will come to your mw.. @Hotmail account, can you check again

also, in your Hotmail, can you press F5 (this will refresh the page)

Customer: replied 3 years ago.

no account re microsoft

Expert:  Jerry Hannell replied 3 years ago.
i sent again another one. can you check mw ..
Customer: replied 3 years ago.

okay

Expert:  Jerry Hannell replied 3 years ago.
waiting ..
Customer: replied 3 years ago.

still no link re Microsoft. I don't suppose I can send you a new password XXXXX you try it? She only uses the account for e-bay etc

Expert:  Jerry Hannell replied 3 years ago.

yes, i can try it.

let's wait, it seems Microsoft servers are overloaded again and it takes some time for them to send the link.

Customer: replied 3 years ago.

Jerry try a new password XXXXX ; all small case ; soxfella21

Expert:  Jerry Hannell replied 3 years ago.
it says incorrect password,
i just sent another link,
can you check mw
also , can you check your junk/bulk folder too
Customer: replied 3 years ago.

still no joy re Microsoft. Did you try and set that password XXXXX can you try and set another. By the way I think you are doing a great job and showing lots of patience, now if only we could get into the account !!

Customer: replied 3 years ago.

are you still trying or are you experiencing the same problems as me ?

Expert:  Jerry Hannell replied 3 years ago.
i think we need to wait,
we can do this:
when you receive the link, can you copy the link and then paste it here. (don't set the password) so, i can set the password XXXXX my side and then give you the password.
i just sent you the link again, can you check the mw account again
Customer: replied 3 years ago.

I don't know how to do that ,can you walk me through it please. Still no link

Expert:  Jerry Hannell replied 3 years ago.
can you log out from your mw account and re-login.
when you receive the link, please let me know. i will send the link every 5 minutes. hopefully microsoft will send you the link.
Customer: replied 3 years ago.

still waiting for the link

Expert:  Jerry Hannell replied 3 years ago.
link came?
Customer: replied 3 years ago.

no nothing

Customer: replied 3 years ago.

still no link and I need to go out shortly. will you still be available at say 2 o'clock?

Expert:  Jerry Hannell replied 3 years ago.
yes, when you come back please let me know
we can continue
Customer: replied 3 years ago.

no problem thanks

Expert:  Jerry Hannell replied 3 years ago.
you are welcome
Customer: replied 3 years ago.

Jerry i'm back but have still not received a link from Microsoft

Customer: replied 3 years ago.

Jerry are you there . I still haven't received a link

Expert:  Jerry Hannell replied 3 years ago.

i sent again,

can you check it

Customer: replied 3 years ago.

Jerry, good afternoon, the link has arrived at last whatdo you want me to do next ?

Expert:  Jerry Hannell replied 3 years ago.
can you copy the link carefully, and then paste it here?
when you right click on the link, there must be an option like copy link or copy target or copy text etc.
Customer: replied 3 years ago.

do I need to open the link first?

Customer: replied 3 years ago.

it says copy shortcut ,is this what I right cick and if so how do I then "paste" it to you.

Expert:  Jerry Hannell replied 3 years ago.

yes,

to be able to paste it, can you RIGHT CLICK here (into the box you are typing now) and then you will see an option like PASTE or PASTE HERE or PASTE TEXT etc

Customer: replied 3 years ago.

https://account.live.com/password/resetconfirm?otc=*CgAfcHT2s84*Pjy8Mf3dvsHRCP5S7jUi!TuBhPKJB*G*n6W2kq6xXUfmm7Kvj92xAjz*2uSr!C5EhvXLum1T2Qg$&mn=kestokes%40hotmail.co.uk&cxt=Default

Expert:  Jerry Hannell replied 3 years ago.

Done,

your password XXXXX XXXXX

can you try to Access your ka... email now

 

Customer: replied 3 years ago.

We have ignition Houston. Many thanks for all your efforts, your patience especially and your tenacity in not giving up on what must have been frustrating with my lack of knowledge ! I will of course tell my wife I sorted it all, no harm in gaining brownie points with xmas coming up !! GREAT JOB you should be very pleased as I am . Many thanks

Expert:  Jerry Hannell replied 3 years ago.

happy to hear that sir,

I will be happy if you can rate my service clicking on one of the smiley icons.

I will be happy to help you if you may have problems in the future,

Have a nice day,

Best regards.

Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience: Experience in Windows environment. ASP, Visual Basic, Ajax
Jerry Hannell and 2 other Computer Specialists are ready to help you
Customer: replied 3 years ago.

I have left a glowing tribute, you deserve it !!

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Kamil Anwar

    Kamil Anwar

    Computer Support Specialist

    Satisfied Customers:

    161
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
< Previous | Next >
  • http://ww2.justanswer.co.uk/uploads/JA/JACUSTOMERf8udkdxk/2013-8-3_15150_323738101505074393259301621172992o.64x64.jpg Kamil Anwar's Avatar

    Kamil Anwar

    Computer Support Specialist

    Satisfied Customers:

    161
    8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
  • http://ww2.justanswer.co.uk/uploads/WI/Windowspcfix/2013-8-19_153826_ja12.64x64.jpg James K.'s Avatar

    James K.

    Consultant

    Satisfied Customers:

    93
    Technical Director of IT Company
  • http://ww2.justanswer.co.uk/uploads/JO/JonTech/2011-10-25_111835_A2c.64x64.jpg Jon-Tech's Avatar

    Jon-Tech

    IS Manager

    Satisfied Customers:

    61
    20 yrs: Computers, Networking
  • http://ww2.justanswer.co.uk/uploads/JA/jamieratliff/2012-2-8_194551_jamie.64x64.jpg jamieratliff's Avatar

    jamieratliff

    Information Systems Manager

    Satisfied Customers:

    21
    Jamie has worked in the Information Technology field for over a decade.
  • http://ww2.justanswer.co.uk/uploads/JA/JACUSTOMERleg4q7o8/2012-3-6_203036_meja.64x64.png TheDoctor's Avatar

    TheDoctor

    Software Engineer

    Satisfied Customers:

    16
    Experienced Software Engineer
  • http://ww2.justanswer.co.uk/uploads/FI/FisherEngineering/2012-1-18_194422_Fisher375Headshotcompressed239K.64x64.jpg Bill Fisher's Avatar

    Bill Fisher

    Computer Engineer

    Satisfied Customers:

    1
    Computer system design, networks, integration, general support.
  • http://ww2.justanswer.co.uk/uploads/ZE/zeyank/2014-12-9_221254_zeyank.64x64.png Ryan H.'s Avatar

    Ryan H.

    Computer Support Specialist

    Satisfied Customers:

    1739
    A+ Certified Technician - 10 Years experience working with all types of computer systems.