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michelleclive
michelleclive, Customer Service
Category: Electronics
Satisfied Customers: 4667
Experience:  Working as a manager in a tech support company and i have an experience of 8 years and more in electronics device.
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I cant access my emails as i forgot password. I have 2 step

Customer Question

I cant access my emails as i forgot password. I have 2 step verification set up and have followed instructions. I put in last four numbers of my telephone, they text me a code, I put that in but it's still not accepting it . Going round in circles and now been told I've tried too many times and got to wait 30 days. help. I have a MacBook air.
Submitted: 1 year ago.
Category: Electronics
Expert:  michelleclive 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.I am sorry to know that you are facing problem with your email, let me know what email you are having problem with.
Customer: replied 1 year ago.
hi, its***@******.***
Expert:  michelleclive replied 1 year ago.
you said you have already tried the codes sent to your phone didnt work, did you try the alternative email option for the new codes.
Expert:  michelleclive replied 1 year ago.
If you’ve turned on two-step verification and you see an incorrect password ***** with an app or device, you’ll need to get and enter a unique app password ***** sign in. Once you’ve signed in with your app password, you’re ready to use that app or device. You’ll need to create and sign in with a new app password ***** each app or device that can’t prompt you for a security code.The steps for generating a new app password ***** always the same:Go to the Sign in, and sign in with your Microsoft account.Under App passwords, tap or click Create a new app password.A new app password ***** ***** and appears on your screen.Enter this app password ***** you would enter your normal password.Repeat these steps to get a different password ***** every app or device that needs an app password.The way you enter an app password ***** be slightly different, however, depending on the app or device you’re trying to sign in to. Several of the most common ones are listed here. Tap or click the ones that apply to you.
Customer: replied 1 year ago.
yes , the only other email I have access to is my husbands and I entered that address but still no sucess
Expert:  michelleclive replied 1 year ago.
did you try clearing the cookies and cache of your browser and then try to reset it the password.
Customer: replied 1 year ago.
yes tried that
Expert:  michelleclive replied 1 year ago.
There is an optional Remote Connect Service - Quick ResolutionRemote access is an optional additional service offer with a minimal one-time flat fee ($23 =15£). It is 100% safe which will allow me directly work on the problem and can be fixed quickly, you can sit back and watch your screen while i fix it for you. Let me know if you need the additional service or else we can continue with the service you have already opted for.let me know if you want to opt for remote assistance
Expert:  michelleclive replied 1 year ago.
No charge if not fixed.
Customer: replied 1 year ago.
yes to remote access
Expert:  michelleclive replied 1 year ago.
Scroll down the page and accept the offer i will send you a remote link to run so that i can work on the problem remotely right in front of you.
Expert:  michelleclive replied 1 year ago.
Click here to run remote tool Agree to the Remote Desktop Legal Disclaimer below.The Remote Desktop client file will automatically download to your computer.Open the Remote Desktop client file on your computer and you will be connected to a session with your Expert.After agreeing to the Remote Desktop Legal Disclaimer, you can always download the client again if need be.
Customer: replied 1 year ago.
sorry not continuing with remote
Expert:  michelleclive replied 1 year ago.
i am sorry but if i do not see your screen i will not be able to guess where the problem lies.
Expert:  michelleclive replied 1 year ago.
We are justanswer.com a trusted tech support service around the globe you may check the credentials if you have any doubt.
Customer: replied 1 year ago.
my emails are blocked from live mail , are you in a position enable me to unblock the access to my email address
Expert:  michelleclive replied 1 year ago.
That is what i am trying to unlock and it will be done on your computer screen and not mine. I dont want your password.
Customer: replied 1 year ago.
ok, great. i will click accept this offer
Expert:  michelleclive replied 1 year ago.
yes please.
Customer: replied 1 year ago.
i clicked accept offer but it says payment error
Expert:  michelleclive replied 1 year ago.
not a problem we will check that later lets get started with the remote session. On the top i gave you a remote link click here click on it and follow the install steps.
Customer: replied 1 year ago.
I am running mac and the download is not working
Expert:  michelleclive replied 1 year ago.
ok not a problem you can open www.teamviewer.com and try installing it and let me know once done.
Customer: replied 1 year ago.
sorry still having problems downloading team viewer
Expert:  michelleclive replied 1 year ago.
what is the problem you are facing while downloading.
Customer: replied 1 year ago.
It is down loaded but it is running very slow
Customer: replied 1 year ago.
ID 215 532 874
Expert:  michelleclive replied 1 year ago.
not a problem let me know the 4 digit password
Customer: replied 1 year ago.
7836
Expert:  michelleclive replied 1 year ago.
click on trusworthy
Expert:  michelleclive replied 1 year ago.
Please open the email page and show me the reset page.
Expert:  michelleclive replied 1 year ago.
are you there? please open the email login page.
Expert:  michelleclive replied 1 year ago.
issue resolved via remote access
Expert:  michelleclive replied 1 year ago.
Team Viewer Chat Conversation with customer
681 777 092 (06:09 PM):
hi maam are you there
215 532 874 (06:09 PM):
yes
681 777 092 (06:11 PM):
do you have an alernate email address associated with this account
EMAIL [email protected] what is the full email address
215 532 874 (06:13 PM): ***@******.***
681 777 092 (06:13 PM):
do you have access to this email account
215 532 874 (06:13 PM):
yes
681 777 092 (06:14 PM):
ok good give me a moment
681 777 092 (06:16 PM):
Please open firefox
open this***@******.*** email on firefox
215 532 874 (06:18 PM):
at the moment it does not seem to want to open
ok
681 777 092 (06:21 PM):
firefox is not opening
?
215 532 874 (06:22 PM):
The mail armagan is open in fire fox
681 777 092 (06:24 PM):
enter the full email address. ***@******.***
215 532 874 (06:27 PM):
armagan is not the lost mail
681 777 092 (06:28 PM):
i know that this is for the recovery code
215 532 874 (06:28 PM):
ok
681 777 092 (06:28 PM):
please leave the mouse
215 532 874 (06:28 PM):
ok
681 777 092 (06:28 PM):
thnks
let me know what password ***** want i will type it for you
just to avoid the risk of doing it wrong
must be 8 alpha numeruc
215 532 874 (06:30 PM):
joanna234
681 777 092 (06:30 PM):
ok let me
now enter the email and the new password
681 777 092 (06:35 PM):
let me enter the password
what is the registered phone number in this email account
215 532 874 (06:37 PM): ***********
681 777 092 (06:38 PM):
check the sms text and let me know the code
215 532 874 (06:39 PM):
try ***********
681 777 092 (06:43 PM):
you will get a text on the 2nd phone number you gave
tell me the code on this chat
215 532 874 (06:43 PM):
that was the code I put in
681 777 092 (06:44 PM):
can you type itin again
i think the code was bit long
215 532 874 (06:44 PM): (###) ###-####
681 777 092 (06:47 PM):
let me know the new code you get
did you get the code
215 532 874 (06:48 PM):
no code recieved yet
681 777 092 (06:48 PM):
ol
ok
681 777 092 (06:52 PM):
did you get any code on your phone
from the app
215 532 874 (06:52 PM):
no
code (###) ###-####
681 777 092 (06:53 PM):
ok
do you have any recovery code
by any chnace you are aware
of
215 532 874 (06:55 PM):
we have an old one one moment
681 777 092 (06:55 PM):
is it 25 characters long
215 532 874 (06:56 PM):
4J5JX-F7DQB-V7VLU-KH2XV-9LYYM
681 777 092 (06:56 PM):
thanks..let me try it
LET ME KNOW YOUR OTHER EMAIL
WHERE YOU ARE ABLE TO LOGIN TO
215 532 874 (06:59 PM): ***@******.***
681 777 092 (06:59 PM):
ok
open firefox
login to the alternate email
215 532 874 (07:00 PM):
7974
681 777 092 (07:00 PM):
ok
ok let me enter a password ***** you
later on we can change it to one of your choice
215 532 874 (07:01 PM):
0k
681 777 092 (07:02 PM):
make a note of the code with you
let me know once done
215 532 874 (07:02 PM):
OK
681 777 092 (07:04 PM):
yipee
you are in
215 532 874 (07:04 PM):
yaaaaaaaaa
681 777 092 (07:04 PM):
now let me tell the new password
215 532 874 (07:04 PM):
OK
681 777 092 (07:04 PM):
make a note of your new password
its pretty simple
here goes
[email protected]
215 532 874 (07:05 PM):
OK
you are a miracle worker
681 777 092 (07:05 PM):
now the problem has been fixed
before i finishthe session there is one thing i need your few minutes for
215 532 874 (07:05 PM):
thankyou soooo much.x
ok
681 777 092 (07:06 PM):
as the remote session was getting a payment failed message, let me try an alternate way to get the offer completed
215 532 874 (07:06 PM):
ok
681 777 092 (07:06 PM):
leave the mouse so that i may open the just answer page
681 777 092 (07:08 PM):
the payment got stuck because your profile is not complete
let me help setting that up real fast
215 532 874 (07:09 PM):
ok
681 777 092 (07:09 PM):
i am entering your email and new password ***** we just recovered for just answer as well
what was the password ***** entered for just answer
when you signed up
215 532 874 (07:11 PM):
joanna23 or joanna234
681 777 092 (07:11 PM):
ok let me try
there seems to be a problem with the account that can be sorted later
however you can make the payment in an alternate way
let me do that
215 532 874 (07:13 PM):
ok
681 777 092 (07:14 PM):
please eneter your details
pls check the card number
else type it in this chat
let me type it for you
215 532 874 (07:16 PM):
thats correct as on my debit card but I have another card
681 777 092 (07:16 PM):
you can eneter details of another card
ok no probelms
there sure is a payment error
215 532 874 (07:19 PM):
is it because its UK
681 777 092 (07:19 PM):
that should not be the case as we have customers from around the globe
i would suggest that we mention this issue on just answer page so taht i can ask our team to rectify it
please leave the mouse
i will type the details for you which you can check and post
681 777 092 (07:24 PM):
pls enter the code
for one entering in 9699
681 777 092 (07:26 PM):
ok what i will do is i will submit a request to our customer service team..if you get a call from them related to this question, please confirm that you agreed to pay for the remote service offer and this question for email issue but were getting a payment error
i do have their toll free number if you would like to call them and get this rectified
215 532 874 (07:28 PM):
ok wil do, there shouldnt be problem with either cards
ok, thanks
681 777 092 (07:29 PM):
the toll free number is *****
would appreciate if you could call them
by the way your password ***** ***** for justanswer
and for your email its [email protected]
215 532 874 (07:30 PM):
I am on the phone now to card people
681 777 092 (07:30 PM):
thanks a lot
i will exit the session now
Expert:  michelleclive replied 1 year ago.
CUSTOMER IS UNABLE TO RATE OR ACCEPT THE ADDITIONAL SERVICE OFFER AS IS GETTING A PAYMENT METHOD ERROR

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