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Carl L
Carl L, IT Specialist
Category: Email
Satisfied Customers: 4058
Experience:  13+ Years of Computer and Electronics Experience.
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I cannot get my emails on my phone as I had to change my password

Customer Question

I cannot get my emails on my phone as I had to change my password XXXXX my computer and I don't know how to receive my emails on my phone now
Submitted: 2 years ago.
Category: Email
Expert:  jhannell replied 2 years ago.

XXXXX XXXXXnell :

hello sir/madam

XXXXX XXXXXnell :

I would like to help you, please let me know when you are ready

JACUSTOMER-tug48sna- :

Ready

XXXXX XXXXXnell :

hello,

XXXXX XXXXXnell :

what is the email address you are having problems with?

XXXXX XXXXXnell :

can you please type it again, please replace @ with AT when typing your email here

JACUSTOMER-tug48sna- :

pathiggins475ATbtinternet.com

XXXXX XXXXXnell :

is your phone saying "please enter your password" ?

XXXXX XXXXXnell :

is your phone saying "please enter your password" ?


JACUSTOMER-tug48sna- :

No it just says not authorised and doesn't give me any options

XXXXX XXXXXnell :

do you know your new password?

JACUSTOMER-tug48sna- :

jessica02

XXXXX XXXXXnell :

what is your phone model?

JACUSTOMER-tug48sna- :

GT-18160

XXXXX XXXXXnell :

is your phone with you now?

JACUSTOMER-tug48sna- :

Yes

XXXXX XXXXXnell :

can you open email now

XXXXX XXXXXnell :

(email application)

JACUSTOMER-tug48sna- :

opened email

XXXXX XXXXXnell :

somewhere do you see a button like "Account options" ?

JACUSTOMER-tug48sna- :

no it just says refreshing on load more messages

XXXXX XXXXXnell :

do you see the menu button?

XXXXX XXXXXnell :

and select more

XXXXX XXXXXnell :

there must be account settings there

XXXXX XXXXXnell :

do you see it?

XXXXX XXXXXnell :

Account settings

JACUSTOMER-tug48sna- :

Sorry no. Can you tell me where. Would it be on accounts and sync?

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

can you go there

XXXXX XXXXXnell :

do you see your email account there?

JACUSTOMER-tug48sna- :

I am on this page now and it sys sync is currently experiencing problems

XXXXX XXXXXnell :

do you see your email there?

XXXXX XXXXXnell :

(full email address)

JACUSTOMER-tug48sna- :

I see two email accounts for facebook and one for google

XXXXX XXXXXnell :

can you close it,

XXXXX XXXXXnell :

and open email

XXXXX XXXXXnell :

when you are in email, do you see the more button?

XXXXX XXXXXnell :

it should be at top menu

JACUSTOMER-tug48sna- :

no sorry just btinternet inbox headers

XXXXX XXXXXnell :

at top menu what do yous ee?

XXXXX XXXXXnell :

see?

JACUSTOMER-tug48sna- :

just btinernet and inbox and load more messages

XXXXX XXXXXnell :

do you see three dots icon somewhere?

XXXXX XXXXXnell :

...

XXXXX XXXXXnell :

like this

JACUSTOMER-tug48sna- :

no sorry

XXXXX XXXXXnell :

do you have a Settings icon?

XXXXX XXXXXnell :

(like email icon , do you have settings icon?)

JACUSTOMER-tug48sna- :

yes

XXXXX XXXXXnell :

can you open settings

XXXXX XXXXXnell :

now do you see "Accounts" ?

JACUSTOMER-tug48sna- :

yes opened

XXXXX XXXXXnell :

now do you see your email there?

XXXXX XXXXXnell :

btinternet?

JACUSTOMER-tug48sna- :

yes accounts and sync

XXXXX XXXXXnell :

do you see your btinternet email?

JACUSTOMER-tug48sna- :

no

XXXXX XXXXXnell :

are you in accounts now?

JACUSTOMER-tug48sna- :

yes

XXXXX XXXXXnell :

are you unable to see your btinternet account in the list?

JACUSTOMER-tug48sna- :

only on facebook and google 3 different emails nos

XXXXX XXXXXnell :

I am out of ideas, let me opt out and open this question to email experts

Expert:  Carl L replied 2 years ago.
Hi and welcome to Just Answer, a Question and Answer Company. My name is Carl and I will be assisting you today.

Go back to your email app and open it like you would to read your email. Press the Options button on your phone and it should give you the ablity to goto into your email settings where you can changed the password. Let me know what you find.
Expert:  Carl L replied 2 years ago.
Hi,

I'm just following up with you to see if you still needed any help. If you can spare a few seconds, please select from one of the Smiley Face Ratings above then press submit so that I am compensated for my time helping you.

Thank you!
Carl

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