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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 32050
Experience:  Over 15 years of consulting to the IT industry
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I have been a customer of your for many years, until February

Resolved Question:

I have been a customer of your for many years, until February this year when I was unable to log in and told my password XXXXX invalid. In trying to correct this, I mistakenly pressed "Two-step verification" on my mobile phone, and then I was told in March that I would have to wait a month before I could log on to my hotmail account. That month has now passed, and in the meantime i have had to open a new account.

PLEASE help me to regain my hotmail account: [email protected]

I have had a scam offer this morning from a firm called Techvedic, for which I very nearly fell.
Submitted: 2 years ago.
Category: Computer
Expert:  Richard replied 2 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

When you now try to sign into youur Hotmail account, what is the exact message you get when it fails?

Thank you
Customer: replied 2 years ago.

Nothing. I used to get "invalid password", now when i click "Get mail" nothing at all happens

Expert:  Richard replied 2 years ago.
What is the make and model of the device you are doing this on Alison?
Customer: replied 2 years ago.

Apple MacBook

Expert:  Richard replied 2 years ago.
Thanks Alison

If you click on my link below, are you able to sign into your Hotmail account via the webpage my link takes you to?

http://hotmail.com

If not, what is the message you get?

Customer: replied 2 years ago.

No message at all, just a blank page, and the hotmail.com bit is faded out


 

Expert:  Richard replied 2 years ago.
This is when you clicked my link?

Or when you tried to sign in?

And which browser are you using? eg: Safari?
Customer: replied 2 years ago.

When i clicked your link. It produced a blank page, with no writing and no opportunity to do anything. I use Safari

Expert:  Richard replied 2 years ago.
ok, can you use this link instead please Alison

www.outlook.com

Do you also get a blank page with this?

Customer: replied 2 years ago.

No that was fine and I could sign in fine - well done! It's the hotmail that's the problem

Expert:  Richard replied 2 years ago.
Thanks, XXXXX XXXXX hotmail, so it is the Mail program on the computer that is the problem Alison.

We will remove and add the account back to the computer.

To do this.

Choose Mail > Preferences, and then click Accounts.
Select the account you want to remove.
Click Remove (-).

Then click the + sign and add the account again.

Once added, tell me please if it now receives your emails please.
Customer: replied 2 years ago.

It failed because it would not accept my original password. I have tried all the others I tried but none work.

Expert:  Richard replied 2 years ago.
ok, but the password XXXXX need to use is the one you entered on the webpage via my link

www.outlook.com

Is this the password XXXXX used Alison?
Customer: replied 2 years ago.

No I used that one, but I have now and it wouldn't work. Could you please re-send that link because when I try it again it comes straight up


 

Expert:  Richard replied 2 years ago.
Can I log on and look please on the connected computer?

It is easier to work with you on this. You can see and control everything I do

Can you please click on my link below.

http://download.teamviewer.com/download/TeamViewer.dmg

This will download a program to your computer.

Run this program by double clicking it.

You will then see an ID and Password.

Please send that to me in your next message.

Do not close the program, please leave it open.

Make sure to seperate the code numbers with a space eg: 1 2 3 4 5 6 7 8 9

Thank you
Customer: replied 2 years ago.

I have installed Teamviewer, The name isXXXXX and the password XXXXX XXXXX

Expert:  Richard replied 2 years ago.
It is not a name Alison.

you run the program, you will see an ID and Password.

you need to give that to me here please.

Customer: replied 2 years ago.

ID 2 8 3 8 3 7 8 7 1


Passcode: f h b 6 8 6

Expert:  Richard replied 2 years ago.
connected
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 32050
Experience: Over 15 years of consulting to the IT industry
Richard and 5 other Computer Specialists are ready to help you
Customer: replied 2 years ago.

What to you want me to do now?

Expert:  Richard replied 2 years ago.
Can you please run Teamviewer again and give me the ID and Password XXXXX connect Alison.

Customer: replied 2 years ago.

ID 283 837 871


password c924qd

Expert:  Richard replied 2 years ago.
connect.
Customer: replied 2 years ago.
There are other questions but I am very busy getting ready for an AGM tomorrow and I am Chair! I replied to your rating etc and gave you top marks! Many thanks and I will be back on Monday

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