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Kamil Anwar
Kamil Anwar, Computer Support Specialist
Category: Computer
Satisfied Customers: 148
Experience:  8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
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I can't access my email account pls can you help

Customer Question

Hi there
I can't access my email account pls can you help
Submitted: 14 days ago.
Category: Computer
Expert:  Russell H. replied 14 days ago.

Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.

When you try to access your email account, what happens?

Is there an error message?

Customer: replied 14 days ago.
It says looks like someone else is using your account?
I requested a code to send to a other email on the account but no code is been sent
Customer: replied 14 days ago.
I don't want securely connet
Expert:  Russell H. replied 14 days ago.

That's fine.

Please tell me: what email provider does your email address have?

That is, if your email address were xxx @ smithsonian.gov

then smithsonian.gov would be your email provider.

Customer: replied 14 days ago.
Hotmail.com
Expert:  Russell H. replied 14 days ago.

Do you have more than one Live Email account? or more than one Hotmail account?

Do you access your email on more than one machine/device/computer/handheld ?

Customer: replied 14 days ago.
No but I can give you my sons e mail if this helps ?
I do access on more than one devise
Expert:  Russell H. replied 14 days ago.

OK. Your son's email is not germane to the case, and is not needed by me, thanks.

Your accessing on more than one device may be the problem.

Go to all devices you use to access the email account (and hopefully one of them is not a public computer e.g. in a library, and if it is, you logged out or Signed Out before you left that public computer - or else, there's the source of the problem.)

Sign Out of the email account on *all* of the other devices, on all the devices in fact.

Then use just one of them to try to sign back in, to try to recover your password ***** several (at least 3) careful attempts to sign in fail.

Customer: replied 14 days ago.
How can I sign out ? When I can't get in ?
Expert:  Russell H. replied 14 days ago.

Are you signed out on all devices ?

Check on every one of them, to make quite sure.

Customer: replied 14 days ago.
Ok as soon as I've done that , should I then try getting back in on one devise ?
Expert:  Russell H. replied 14 days ago.

Yes, that is the idea.

In case it is a while until then, here is the standard Microsoft page about the error message you are asking about - but read it only if I'm not here to help you after you have tried what I have advised:

https://support.microsoft.com/en-us/help/10494/microsoft-account-get-back-compromised-account

in case it might help, then.

Thanks.

Customer: replied 14 days ago.
Ok thanks for your help
Expert:  Russell H. replied 14 days ago.

You're welcome.

(Please come back by and by to this page, to tell me how it turned out... and I'll offer more advice, if there was still a problem:

http://www.justanswer.co.uk/computer/a13da-can-t-access-email-account-pls-help.html )

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