Hi Doreen, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
Are you using a computer right now to chat with me?
Please let me know by replying to me here so that I can help you further.
Yes, I can help you in this chat mode though remote access is a better option in this case.
Are you using a computer right now?
Is the problem happening in the computer? Or in your phone?
Ok so the problem is on the computer not on the phone. Now, what email program are you using in your computer? Is it MS Outlook 2016? Windows Live Mail?
So your problem email account is***@******.*** and you are using MS Outlook in your computer. Is this correct?
And the problem is because you have forgotten the password ***** this account. Correct?
Hi, thank you for that clarification. I believe your account was compromised.
Can I remotely access your computer so that I can directly check the problem from the webmail end and from your Outlook and fix them while you watch?
Remote access (Secure Remote Assistance) is an optional additional service offer with a minimal one-time flat fee regardless of how long it will take me to fix the problem. We can resume any time without additional cost. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help.Please let me know if you want this remote option.Best regards,Jess
Are you sure about the deleting of the account option? Since you are using MS Outlook, if your email account was hacked, even if you delete the account from your MS Outlook, the hacker can still use it since he could have gained access to it. The only difference is, you will no longer know what the hacker is doing with your account since you deleted it from your MS Outlook.
If you are referring to the Hotmail account itself, you cannot do it in MS Outlook. You need to sign in to the account using the web browser and then delete the account from there. This will eliminate all the hassles the hacker caused you though, but all emails and contacts stored with that account will be gone as well.
Yes, remote access will be very helpful so that I can directly check your MS Outlook or your browser if they have caused theses issues as well.
I will now send the formal additional service offer of remote access. Please accept it so that I can create our remote session. After accepting it, you will then receive the procedures to join me in the remote session.
Thank you for accepting my 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. These steps are intended for users with Windows computers. If you are using a Mac, please reply to me and let me know so that I can send you the procedures for Mac.
1. Please click on this link:http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=4a00a535-395b-4d3a-8e7e-b956e64db77e
2. In that page, please click on the green I Agree button3. Then download the remote tool when prompted.4. Run the downloaded remote tool to join me in the remote session. I will be waiting for you there.
Thank you. If you are stuck in any of the steps, please let me know so that I can help you further.
Since you are using Mac, please follow these steps:
1. Please click on this link:https://join.me/2. In that page, please click on the orange "Start meeting" button3. 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
No need to create an account. You just need to download the remote tool and then run it. Share your screen to get a code and then give me the code.
However, if you are locked into creating an account, then you can do it then. You can create an account with JoinMe for free.
This link will be helpful:
Thank you. Please give me a moment. Connecting now.
Thank you for your patience. All issues were resolved through Secure Remote Assistance. You should be able to receive emails this time.
Thank you for using our service. If you need assistance in the future, you can request me any time by posting a new question starting with "For Jess M" so that I can assist you immediately.