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Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4765
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: 3 months ago.
Category: Computer
Expert:  Michelle replied 3 months 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 3 months 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 3 months ago.

How many times did you try to recover the password?

Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4765
Experience: B.Sc. Computer Science with Honors
Michelle and 4 other Computer Specialists are ready to help you
Customer: replied 3 months ago.
about 10 times now
Customer: replied 3 months ago.
Have you looked at how I can access my emails ?
Expert:  Michelle replied 3 months ago.
Expert:  Michelle replied 3 months 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 3 months ago.

let me know the gmail address.

Customer: replied 3 months ago.
Expert:  Michelle replied 3 months ago.

please use the

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

Customer: replied 3 months ago.
Jesusislord5
Expert:  Michelle replied 3 months ago.

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

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

Customer: replied 3 months ago.
I do have my phone
Expert:  Michelle replied 3 months 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 3 months ago.
still waiting
Customer: replied 3 months ago.
Expert:  Michelle replied 3 months ago.

Answer the security question you added to your account

Who is Ruby

Customer: replied 3 months ago.
my dog
Expert:  Michelle replied 3 months ago.

When did you create this Google Account?

Customer: replied 3 months ago.
I have no idea its a long time ago and don't keep track of things like that!
Expert:  Michelle replied 3 months ago.

its asking for month and year.

Expert:  Michelle replied 3 months ago.

are you chatting with me from a computer or a phone

Customer: replied 3 months ago.
I know but I can't remember
Customer: replied 3 months ago.
From my lap top
Expert:  Michelle replied 3 months 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 3 months ago.
I have tried but I don't seem to have what it needs to download
Customer: replied 3 months ago.
Users/virginiedeselliers/Downloads/Elsinore.ScreenConnect.Client-4.exe can't open this
Customer: replied 3 months ago.
It says-
Safari can’t open the file “Elsinore.ScreenConnect.Client-4.exe” because no available application can open it.
Customer: replied 3 months ago.
what can I do now?
Expert:  Michelle replied 3 months ago.

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

Customer: replied 3 months ago.
I don't know it
Customer: replied 3 months ago.
Do you know how long this process could go on for as I have to leave in 30 min.
Expert:  Michelle replied 3 months ago.

It timed out i am redoing the process again.

Customer: replied 3 months ago.
what are we looking at?
Customer: replied 3 months ago.
Are you still on the case?
Expert:  Michelle replied 3 months ago.

yes i am will need info from you.

Customer: replied 3 months 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 3 months ago.

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

Customer: replied 3 months ago.
Michelle
You've already asked me that and my response is the same I can't remember
Customer: replied 3 months ago.
what is time factor with you helping me as the answers are taking time?
Expert:  Michelle replied 3 months ago.

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

Expert:  Michelle replied 3 months ago.

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

Customer: replied 3 months ago.
No I don't know when I created a google account
Expert:  Michelle replied 3 months ago.

Enter the name on your Google account

Customer: replied 3 months ago.
What do you mean the name
Expert:  Michelle replied 3 months ago.

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

Customer: replied 3 months ago.
Don't understand what you mean can we talk on the phone as it will spread the processed
Customer: replied 3 months ago.
Virginie de Selliers
Expert:  Michelle replied 3 months ago.

sure i can call.

Expert:  Michelle replied 3 months ago.

+447770605092 is this the number?

Customer: replied 3 months ago.
My mobile is***********
Customer: replied 3 months ago.
44
Customer: replied 3 months ago.
Are you going to call ? As I have to leave soon
Expert:  Michelle replied 3 months ago.

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

Expert:  Michelle replied 3 months ago.

do you have a landline number

Customer: replied 3 months ago.
44***********
Expert:  Michelle replied 3 months ago.

ok calling on this one

Expert:  Michelle replied 3 months ago.

both your numbersare not reachable..do you have skype

Expert:  Michelle replied 3 months ago.

i am getting an invalid number message

Expert:  Michelle replied 3 months ago.

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

Customer: replied 3 months ago.
When will you call as I have to go to work soon and runningout of time
Expert:  Michelle replied 3 months 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 3 months ago.

let me know the day and time

Expert:  Michelle replied 3 months ago.

can you tellme any alternate email that you use

Customer: replied 3 months 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 3 months ago.

please confirm the landline number once more

Expert:  Michelle replied 3 months ago.

can you tellme any alternate email that you use

Customer: replied 3 months 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 3 months ago.
0207(###) ###-####
Expert:  Michelle replied 3 months ago.

got it calling back again.

Customer: replied 3 months 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 3 months ago.

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

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