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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 6203
Experience:  Computer Software Support Specialist for more than 10 years
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I have a gmail account using Thunderbird. Today, I have been

Customer Question

I have a gmail account using Thunderbird. Today, I have been unable to access Thunderbird because it says that my login has failed and asks me to provide a new password.
Login has always been automatic so I don't understand why this has happened. I am not sure whether the password ***** want is for my google account or not? In any case, it doesn't work. I have tried putting in a new password ***** that didn't work either. Can you help please?
Submitted: 7 months ago.
Category: Email
Expert:  Jess M. replied 7 months ago.

Hi Andree, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

I am very sorry about your issues. Are you using a Windows computer or a Mac?

Please let me know by replying to me here so that I can help you further.

Best regards,
Jess

Customer: replied 7 months ago.
A MacBook Pro
Expert:  Jess M. replied 7 months ago.

Thank you for writing back with that information. First, let us test if indeed the problem is with Thunderbird (TB in short), or if it is a problem with your Gmail account. That is, if your account was hacked and the hacker changed the password, TB password ***** no longer work.

Please click on this link to open Gmail on the web using Safari:

http://gmail.com

On the top right corner of the page, click on Sign In.

Enter your full Gmail address, then your password, then sign in.

Tell me if you are able to sign in or not.

Keep me posted please.

Regards,

Jess

Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 6203
Experience: Computer Software Support Specialist for more than 10 years
Jess M. and 2 other Email Specialists are ready to help you
Expert:  Jess M. replied 7 months ago.

Andree,

Thank you for using our additional service offer of remote access so that I can help you directly in fixing your problem. For me to remote in, we need a remote access tool. Please follow the steps below to join me in the remote session. Since you are using a Mac, we need to use JoinMe. Here are the steps:

1. Please click on this link:
https://join.me/
2. In that page, please click on the orange "Start meeting" button
3. Then download the remote tool when prompted.
4. After downloading, double click on the downloaded file to run the remote access tool to join me in the remote session.
5. Then share your screen and then give me the 9-digit code that you will see in the small JoinMe window. I will be waiting for the 9-digit code.
Thank you. If you are stuck in any of the steps, please let me know so that I can help you further.
Best regards,
Jess

Customer: replied 7 months ago.
I am out of my depth and confused!
Customer: replied 7 months ago.
I have downloaded join.me but nothing seems to be happening.
Expert:  Jess M. replied 7 months ago.

Oh, I am very sorry for the confusion.

We are going to do a remote access session using a tool called JoinMe. So please follow the steps I gave you.

Download JoinMe

Run it

Then share your screen

Then give me the 9-digit code that you will see in the small JoinMe window.

That is the only time that I can connect to your Mac.

I will standby here for the 9 digit code.

Customer: replied 7 months ago.
I changed my password ***** Gmail but Thunderbird still will not accept it. Apparently the password ***** changed yesterday - not by me. Just seem your message above and will try to follow instructions for connecting with you.
Customer: replied 7 months ago.
411-057-160
Expert:  Jess M. replied 7 months ago.

Thank you. Please give me a moment, connecting now.

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