Microsoft Office Questions? Ask a IT Expert for Support ASAP
Hello and welcome to JustAnswer!I would like to help you with this but I need some additional information.Can you, please, check if in the e-mail you got from Microsoft there is a (usually very long) link you can follow to confirm the e-mail address?Thank you,Tom
E-Mail [email protected] I have tried to reset it via " I've forgotten my password " link, but only received an e-mail from mircosoft saying to confirm the address I wanted the reset code sent to,that was 3 days ago!
OK, thank you.Can you, please, tell me have you tried to confirm the address?
** I'm in the UK, if that's any help to you!!
Yes, I can see that, thank you.
I have tried to comfirm the address, but the e-mail was sent straight back!
However, I cannot see the address - the system is changing all private information to "XXXX".When you say the email was sent back - you are not supposed to reply to such email, you have to click on a link in that mail.
I couldn't see any "link" within the e-mail !
Hm, that is strange.
I'll try and look at it on the other laptop
There is usually a link there.Please look for the text where it says to confirm e-mail address - it usually gives some instructions what to do.
there is a blue box, with "verify [email protected]
Can you make a screenshot of the e-mail and attach it here?
AAHH ! I thought you might ask that! No not really sure how to do that
OK, let try something simpler before that.
Can you copy and paste the text of the e-mail here?
no! its not on this laptop
OK, can you save the mail as a file?
can it be "forword"ed to you?
Unfortunately we are not allowed to communicate directly.
What I had in mind is to upload the saved email so I can have a look.
that case, I don't know how else to get it to you!
You can copy email contents to a text file and upload it.
won't let me,cant do it! sorry
Hm, can you, please, tell me do you have Windows or Mac?
Windows 8 on this one,and 7 on the other
Is the Windows 7 computer connected to internet?
getting frustrated now ( NOT WITH YOU ) I've sent a request off again, but the reset to be sent to another e-mail. yes the 7 IS connected to the net, I'm @..... [email protected]
OK, thank you!I cannot see the address - the system is changing all private information to "XXXX", sorry for that.
no probs, you can see the above address though, yes?
Well, no. I see [email protected]But that is not a problem.
how can I get it to you then?
I will give you short instructions how to copy the mail contents to a file:
OK I'll try, but i'm not much good at this sort of thing!
Click on the Start button (orb) and in the Search programs and files type "notepad" then press Enter key.
That is "Search programs and files" box.
It will open the Notepad program.
I've opened notepad & I've got ..file...edit...format..view..help, across the top bar
OK, go to the email now and select the whole text.
The right-click on the selected text and choose Copy.
Then go back to Notepad, right click on the empty space and select Paste.
I've got " copy" but its not highlighted so it won't let me do anything!
AAHH now I've got it, all text is now blue
That is good.
Right-click on it and select Copy.
YEP pasted it! wot next?
Now, in Notepad click on File on the top bar and select Save.
SAVE?..not save as?
Both is OK.
ok done that
In the dialog that opens select Desktop, type a name and save it.
Let me know when you have saved the file.
yes, done that
OK, now please click on the link here: www.wikisend.com to open Wikisend service page.Once there, click on the gray Browse button.
Then look for the file you saved on desktop.
do I do that on this LT,or the other one?
Oh, sorry - on the same computer where you save the file. So, type the www.wikisend.com in the browser on Windows 7.
Did you open the Wikisend page?
ok, done that . its asking me to choose a file, but its asking do I have an account or to sign up
Do not sign up.
You do not need to.
do I just" choosefile "
Once you have selected the file click on the blue "Upload file" button.
Find the file you saved on Desktop.
ok done that I've got...file id...file size...time to live...dowloadlink...forum link.and down load
Please give me the File ID number.
file id number is...556802
OK, got it.
Hm, it looks like you actually request a new email account there.
Given the fairly complicated email address - did you verify that there are no typos in it when you requested password reset?
aahh! so I'll have to setup a new account for her to use?
If you mistyped the address - no.
to your last question yes, it was all correct
That is strange. If the account existed AOL would not allow a new one to be created.
Wait, is the address in this email your or your daughter's?
The one in the "Verify [email protected]
she tells me that she has used that account on her mothers LT, and had no problems, but when I tried setting up eves own LT, it kept saying that the pass word was incorrect, hence trying to reset it
the one in the e-mail is mine E..........BOSS
Can she still access it from her mother's laptop?
not sure mother is not here at the moment
Oh, I just saw that that one is yours.
It is actually verifying the "secondary" email address before sending the reset password.
I've tried to access it from MY LT, but it still wont work
OK, the email should contain the link to verify your address as secondary address for your daughter's account.
WAIT! Its asking to verify E..........BOSS ? I've tried that but nothing happens
Can you, please, check if the word "here" in the sentence"If you didn't make this request, click here to cancel. "is actually a link?
Do not click on it!
YES, "click here" is in blue, to show its a link
Just point with a mouse and see if it changes to "pointing finger".
OK, thank you.And the "Verify [email protected]
no its not, its just white letters IN a blue box
OK, thank you.
Please give me few more minutes to check this out a bit further.
OK, please check this page for instructions on how to reset AOL password.http://help.aol.com/help/microsites/microsite.do?cmd=displayKCPopup&docType=kc&externalId=219092Look for "Alternate Email Address" - is this the way you requested password reset?
No. When I tried to log in to eves e-mail address, it said "wrong password " just below the box, is a link, "forgotten password" , I clicked on that to reset it
I'll put that link into the other LT, so I don't loose you!
You can open the link in a new window.
Right-click on the link and choose Open in New Window.
it says forgot my "aol" password ! I haven't forgot that, just eves!
should I put her e-mail address in?
In the step 4 you should put your daughter's email address.
That is the one you want password reset.
do I need to go to the aol sign in page? as the page im on wont let me type
The page I gave you is just instructions with screengrabs.
yes that's right
Please go to AOL sign in and click on "Forgot password?".
You have to request reset again since the old request likely expired (it expires after 72 hours).
I've gone to "guest sign in ". should I sign in as her?
Well, no need to sign in if you want to reset password.
Just click on "Forgot password?" link, like on the instructions page.
AOL wont let me sign in anyway ! the address is to long
Hm, I am sorry, which address?
Your daughter's email address?
yes! my daughters email address is to long for aol to receive!
Hm, please try only the part before "@aol.com".
That would be the user name.
?? her address isn't @aol, its @gmail.com !
Well, then she does not have an AOL account.
OK, I assumed it is AOL account from the address in the "verify" email.
no she doesn't, I have an aol account!, her account IS @gmail.com!
No I wantesd the verify to come to me, so I could use the reset
OK, we have to go to Gmail for password reset.By the way, did your daughter perhaps switch to Microsoft after using Gmail?
I am asking that beacuse the "verify" email is signed by Microsoft ...
huumm! don't think so, but the message said I needed to get Microsoft to reset the pass word!?
Do you mean the "verify" email message you sent me via Wikisend?
I tried to log in to HER email account, [email protected] , with HER pass word, the screen said it was wrong, we tried again, and then we asked for a reset, from Microsoft, and then they sent the " VERFY ADDRESS " email I'm unable to verify as the e-mail is " no reply" !
OK, what is strange here is that she has Gmail account and you asked a password reset from Microsoft.Can you, please, tell me do you use this page to sign in to your daughter's account:https://login.live.com/login.srf
Or is it this page:https://accounts.google.com/ServiceLogin
she says its the google one
OK, then Google is where you should ask for password reset.
how would I go about that?
Please go to Google sign in page here:https://accounts.google.com/ServiceLoginThen click on "Need Help?"
Do not try to login.
Let me know when you are there.
can't see "help" , but I've got google accounts , should I click that?
thonk I got it ...."one account All of google-Gmail"
is it that one?
just done that, AND it lets me log onto her account? but it won't do it on this new LT! I don't know what is going on!?!?
do I need a Microsoft email account to let her log on to this LT?
I apologize for a delay.
No, you should not need a Microsoft account.
The "one account for all Google" is the right one.
Did I understand that you manage to login to Google?
strange!! , but it won't let us in with that email account and pass word!?!
I'm confused now.
I can still get on to it with the older WINDOWS7 LT but not the new 8 one !?!
CONFUSSED!!!...that make two of us !
Ah, you are probably trying to login using a different page on Windows 8.
If you open the same Google sign in page as on Windows 7 then it should work.
Please make sure you type the same address on Windows 8.
That is: accounts.google.com/ServiceLogin
Actually accounts.google.com is enough.
when you first switch on, you get the users come up on the screen. My name and details are there, Eve's are there, with that A/C name, but it won't accept that password!?!
Oh, you are referring to Windows login.
yes at the start, when you first switch on!
On Windows 8 you can use the same login details as for email account. Microsoft account.On Windows 7 you use whatever password you set up - it can but does not have to be the same as email password.
The same applies to Windows 8 plus the Microsoft account login possibility.
That means your daughter most likely needs Windows 8 password.
So, is what your saying ,is that both our pass words are to be the same?
just seen above
No, the can be different.
Let me check this Windows 8 login issue.
So her e-mail and log in passwords have to be different?
Not necessarily, no.
The question here is whether her Windows 8 account is a "local" account or "Microsoft account".
OH ! I would have no idea, she's used it for some time on the old LT, but how would I find that out?
Hm, accounts do not transfer themselves to another computer - someone must have created one for her on the Windows 8.
That is on the Windows 8 computer.
Can you try to login to Microsoft account wit her details?
Please follow this link to do that:https://login.live.com/login.srf
ah! when I set the "8" up , I put my details in as an "admin" and hers as second user
OK, so it might be local account after all.
just seen above, been trying to do that all along
You can reset her password.
I mean on the Windows 8.
Ignore the above link.
I could, I have the google page open now on the oldLT
do you think that would make a difference?
To reset local Windows 8 password you have to do it from Windows 8.
Your account is admin account and you can do that for her account.
OK I'll try that, and see how we go, if not I'll have to take it back to the shop and they can sort it! THANKS
You are welcome!Before you go I can look for a tutorial on how to change secondary account password on WIndows 8.
I do not have Windows 8 at hand, unfortunately so I cannot give you precise instructions.
OK, please give me few minutes.
OK, found one.
It is actually two parts.First is how to open Control Panel:http://pcsupport.about.com/od/windows-8/a/control-panel-windows-8.htm
The second one is how to change a password for another account (from Control Panel):http://pcsupport.about.com/od/windows-8/fl/change-another-users-password-windows-8.htm
You can try to follow the instructions and I will stand by if you need assistance.
thanks! I wont try them now , thank you, i'll have a go tomorrow as its getting late now.thanks for your help, I think we got their in the end, have a good new year , and thanks once again
OK, you are welcome!
You can get back here tomorrow by following the link in email you got.
Please note that I am in Europe, some six hours ahead of you (nine?) and I might be celebrating around this time. :)
haha!! have a safe one !
Thank you! You too!
Hello!I was wandering whether you have managed to change the password for your daughter's account.If you need any assistance with that please let me know and I will gladly help you.Thank you,Tom