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Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5705
Experience:  B.Sc. Computer Science with Honors
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ThereI can't seem to access my email as I tried to change

Customer Question

Hi thereI can't seem to access my email as I tried to change phones , they asked for me to change my google password ***** I did and now I can't seem to access which ever way i try my emails.I have had Goole test on my phone to change my password ***** given another email in order to change my password ***** receive nothing.What else can I do to access my emails?
Submitted: 1 year ago.
Category: Computer
Expert:  Michelle replied 1 year ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  Michelle replied 1 year ago.

I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

Expert:  Michelle replied 1 year ago.

How many times did you try to recover the password?

Michelle and 4 other Computer Specialists are ready to help you
Customer: replied 1 year ago.
about 10 times now
Customer: replied 1 year ago.
Have you looked at how I can access my emails ?
Expert:  Michelle replied 1 year ago.
Expert:  Michelle replied 1 year ago.

if you try few more time it will lock the account permanently from the google email server.

Let me check the current status.

Expert:  Michelle replied 1 year ago.

let me know the gmail address.

Customer: replied 1 year ago.
Expert:  Michelle replied 1 year ago.

please use the

Enter contact info to provide personal info this will not be displayed to anyone.

Customer: replied 1 year ago.
Jesusislord5
Expert:  Michelle replied 1 year ago.

Get a verification code by text message at: •••••••••92

do you have access to the phone number ending with 92?

Customer: replied 1 year ago.
I do have my phone
Expert:  Michelle replied 1 year ago.

you will get a code on it let me know that and let me know as soon as you get or it will timeout.

Customer: replied 1 year ago.
still waiting
Customer: replied 1 year ago.
Expert:  Michelle replied 1 year ago.

Answer the security question you added to your account

Who is Ruby

Customer: replied 1 year ago.
my dog
Expert:  Michelle replied 1 year ago.

When did you create this Google Account?

Customer: replied 1 year ago.
I have no idea its a long time ago and don't keep track of things like that!
Expert:  Michelle replied 1 year ago.

its asking for month and year.

Expert:  Michelle replied 1 year ago.

are you chatting with me from a computer or a phone

Customer: replied 1 year ago.
I know but I can't remember
Customer: replied 1 year ago.
From my lap top
Expert:  Michelle replied 1 year ago.

Click on the remote link and as it opens the page scroll down and click on the green button "I Agree" download and run Secure Remote Assistance
Allow it to install and let it be opened. I will be able to connect then.

Customer: replied 1 year ago.
I have tried but I don't seem to have what it needs to download
Customer: replied 1 year ago.
Users/virginiedeselliers/Downloads/Elsinore.ScreenConnect.Client-4.exe can't open this
Customer: replied 1 year ago.
It says-
Safari can’t open the file “Elsinore.ScreenConnect.Client-4.exe” because no available application can open it.
Customer: replied 1 year ago.
what can I do now?
Expert:  Michelle replied 1 year ago.

okay not a problem tell me the month and year if you remember.

Customer: replied 1 year ago.
I don't know it
Customer: replied 1 year ago.
Do you know how long this process could go on for as I have to leave in 30 min.
Expert:  Michelle replied 1 year ago.

It timed out i am redoing the process again.

Customer: replied 1 year ago.
what are we looking at?
Customer: replied 1 year ago.
Are you still on the case?
Expert:  Michelle replied 1 year ago.

yes i am will need info from you.

Customer: replied 1 year ago.
What about a different way of going through secure remote so we can get on with it as all the questions so far are the same that I have been dealing with.It will not send me even a confirmation email on my other email? Have not received a new code via my phone? what else is there to do?
Expert:  Michelle replied 1 year ago.

its asking for the month and year whne you created the account.

Customer: replied 1 year ago.
Michelle
You've already asked me that and my response is the same I can't remember
Customer: replied 1 year ago.
what is time factor with you helping me as the answers are taking time?
Expert:  Michelle replied 1 year ago.

i am trying other means of possible recovery, Please be patient i am working on your issue only.

Expert:  Michelle replied 1 year ago.

Do you remember the month and year when you created the account?

Customer: replied 1 year ago.
No I don't know when I created a google account
Expert:  Michelle replied 1 year ago.

Enter the name on your Google account

Customer: replied 1 year ago.
What do you mean the name
Expert:  Michelle replied 1 year ago.

Mam are you getting my message on the private contact screen.

Customer: replied 1 year ago.
Don't understand what you mean can we talk on the phone as it will spread the processed
Customer: replied 1 year ago.
Virginie de Selliers
Expert:  Michelle replied 1 year ago.

sure i can call.

Expert:  Michelle replied 1 year ago.

+447770605092 is this the number?

Customer: replied 1 year ago.
My mobile is***********
Customer: replied 1 year ago.
44
Customer: replied 1 year ago.
Are you going to call ? As I have to leave soon
Expert:  Michelle replied 1 year ago.

I am booting up the computer which will take 3 mins more. Will call you.

Expert:  Michelle replied 1 year ago.

do you have a landline number

Customer: replied 1 year ago.
44***********
Expert:  Michelle replied 1 year ago.

ok calling on this one

Expert:  Michelle replied 1 year ago.

both your numbersare not reachable..do you have skype

Expert:  Michelle replied 1 year ago.

i am getting an invalid number message

Expert:  Michelle replied 1 year ago.

if you are in a hurry and have to leave let me know when we can continue further

Customer: replied 1 year ago.
When will you call as I have to go to work soon and runningout of time
Expert:  Michelle replied 1 year ago.

both your numbersare not reachable..do you have skype

i am getting an invalid number message

if you are in a hurry and have to leave let me know when we can continue further

Expert:  Michelle replied 1 year ago.

let me know the day and time

Expert:  Michelle replied 1 year ago.

can you tellme any alternate email that you use

Customer: replied 1 year ago.
My phones are both on and just spoke to someone so please try again.What country are you calling from ? An uthe U.K. 00 44(###) ###-####
Expert:  Michelle replied 1 year ago.

please confirm the landline number once more

Expert:  Michelle replied 1 year ago.

can you tellme any alternate email that you use

Customer: replied 1 year ago.
Am not sure if you're around but it's been nearly an hour with very little productivity .The process seem to take for ages and I have to leave .Ive paid and still no results .Who can help me later
Customer: replied 1 year ago.
0207(###) ###-####
Expert:  Michelle replied 1 year ago.

got it calling back again.

Customer: replied 1 year ago.
Hi Michelle spoke to you this morning but have not had an email from Google as yet.I certainly don't want to lose my email address and now my rescue email works .Shall I just try to reset my password?
Expert:  Michelle replied 1 year ago.

not a problem let me know when you could be online we can give it a try to recover it.