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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 6138
Experience:  Computer Software Support Specialist for more than 10 years
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I have tried to access my e mail account and have been asked

Customer Question

I have tried to access my e mail account and have been asked to receive a security code before I can access it is this from Microsoft or has my e mail account been hacked
Submitted: 3 years ago.
Category: Email
Expert:  Jess M. replied 3 years ago.
Hi, welcome and thank you for your question. My name is Jess and I am glad to assist you today.

Please tell me the end part of your email address (NOT your full email address). Is it @hotmail.com, @gmail.com, or others?

Please let me know so that I can help you further.

Best regards,
Jess
Customer: replied 3 years ago.
@live.co.uk
Expert:  Jess M. replied 3 years ago.
Keith,

Thank you for writing back. The first thing that you can do with this kind of problem is to reset your account password.

Please click on the link below and try to reset your account password so that you can regain access to your account. Here is the link:

https://account.live.com/ResetPassword.aspx

Please follow the on screen procedures and let me know your results so that I can help you further.

Best regards,
Jess
Customer: replied 3 years ago.
I have reset my password but it is still asking me for a security code
Expert:  Jess M. replied 3 years ago.
Keith,

Can you pelase tell me what exactly this prompt is asking you? Is it a security code or a reset code?

Resetting your password shall allow you to assign a NEW password to regain access to your live account.

Please try to click on this link and see if you can login successfully:
http://hotmail.com

Login to your account there. Is your access still denied?

Regards,
Jess
Customer: replied 3 years ago.
A security code
Expert:  Jess M. replied 3 years ago.
Have you tried to login using the link I gave you?
Customer: replied 3 years ago.
Yes it keeps telling me I need a security code
Expert:  Jess M. replied 3 years ago.
Can you please describe to me how you did the reset? Did you ask for a security code to be sent to your mobile number? Or a reset link to be sent to your alternate email account?

Jess
Expert:  Jess M. replied 3 years ago.
Keith,

Or is your email account asking for a "single-use code"?

Jess
Customer: replied 3 years ago.
No it is saying call us overprotective but we need to make sure you can receive a security code if you ever lose access to this account
Expert:  Jess M. replied 3 years ago.
Keith,

If you can capture a scren shot for me and attach the image here when you reply, I would highly appreciate it. The links below can be helpful:

How to capture a screen shot
How to share files like a screen shot

Please let me know so that I can help you further.

Best regards,
Jess
Customer: replied 3 years ago.
I have sent a screen shot to the e mail account [email protected]
Expert:  Jess M. replied 3 years ago.
Keith,

I am sorry but that email address can be from our moderators. It will take time before it can be forwarded to me.

For the mean time, can you upload the screen shot to wikisend.com or filedropper.com? Just give me the download link so that I can download your screen shot.

Jess
Customer: replied 3 years ago.
Jess I don't know how to do it as you will have worked out I am hopeless with these things sorry
Expert:  Jess M. replied 3 years ago.
Keith,

I am sorry about it. I can wait for the screen shot to be forwarded to me by our moderators. I just hope it will be forwarded to me very soon.

Now, if you have time, please do this to upload the screen shot to filedropper. Here are the steps:
  1. Using your browser, go to http://filedropper.com
  2. Click on the green "Upload File" image and you shall get the Open dialog box.
  3. Use this dialog box to locate the screen shot that you created. Once the screen shot is found, click on it then click open to upload it.
  4. Then wait for the screen to change, then copy the URL in the box that says "Link To Share This File With Anyone:"
  5. Then paste that copied URL when you reply so that I can get your screen shot.

Regards,
Jess
Customer: replied 3 years ago.
Sorry Jess I don't like putting any of my personal details in. I will wait until you can see the email i sent you and keep a eye on my email account . I have to get ready to go to work I in an hour will check before i go for any information if not in the morning as I do not have any access to the Internet at work

Many thanks keith
Expert:  Jess M. replied 3 years ago.
Keith,

Please take your time. We can resume with this any time. By that time also I believe the moderators could have had forwarded the screen shot to me.

Also, do you see the paper clip icon in the reply box? You can attach the screen shot using that icon or button.

Jess
Customer: replied 3 years ago.
No paper clip in reply box Jess will have to wait till you get the email thanks again
Expert:  Jess M. replied 3 years ago.
Keith,

Alright, no problem. Please take your time, we can resume with this when you are back. By then, I must have seen your screen shot.

Jess
Expert:  Jess M. replied 3 years ago.
Hi Keith,

I got your screen shot. This screen is actually prompting you provide more contact information so that Microsoft or Hotmail can send you reset links or code once your account is hacked or compromised.

Now, please click on that box under "Where should we send your code?". Is it showing you the options like these below?

1. Through Text (SMS) in a mobile number. Is your mobile number listed?
2. Through a phone call on the same mobile number
3. Through an email to the alternate email address that you provided.

Are these three options shown to you when you click on that box under Where should we send your code"?

If yes, then you can SKIP that process. Please look for links there to allow you to SKIP the process. If no mobile number or alternate email address is shwn there, you need to provide sunch information so that you can easily recover your account when it is hacked.

Another way to skip this is to use another web browser. For instance, you can download and use Firefox and access your Hotmail/Live account there. Here is the link to download Firefox:

https://www.mozilla.org/en-US/firefox/fx/#desktop

Using another browser to access your Hotmail/Live account shall eliminate that security code prompt if you already have entered your mobile number or an alternate email address. These information MUST be entered into your Hotmail/Live account so that you can easily recover your account when it is hacked or when you forgot your password.

Please remember to rate my service positively (3-5 stars/faces) once you have all the information you need. Tips are always highly appreciated!

Attachments are only available to registered users.

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If you have any other questions, please do not rate me negatively. Instead, please ask me or reply to me – I’ll be happy to respond.

Thank you!

Best regards,
Jess
Expert:  Jess M. replied 3 years ago.
Hi Keith,


I'm just following up with you to see how everything is going. Did my answer help?


Let me know,
Jess

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