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Richard
Richard, Software Engineer
Category: Microsoft
Satisfied Customers: 37653
Experience:  Over 15 year experience resolving Microsoft Office Issues
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I cannot remember my password for my email account

Customer Question

I cannot remember my password ***** my email account***@******.***
Submitted: 11 months ago.
Category: Microsoft
Expert:  Richard replied 11 months ago.

Hi there and welcome

Can you tell me please what you have already done Brenda to try to resolve this?

I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.

Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.

I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.

Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.

If you want remote click get extra help. If not simply reply to me.

Thanks,

Richard

Customer: replied 11 months ago.
I have my password ***** so my emails will start working ie sending
Expert:  Richard replied 11 months ago.

ok, so everything is now resolved Brenda?

As you said

I have my password ***** so my emails will start working ie sending

Customer: replied 11 months ago.
Will my emails be back to nornal now ? I havent been recieving or able to send when i forgot my password
Expert:  Richard replied 11 months ago.

yes, as soon as your password ***** ***** then the emails are back to normal as it is all done based on the password

If you would like any additional information or assistance, please do not hesitate to let me know.

And please take a second to rate my service by clicking one of the stars at the top of the screen then submit

Thank you

Richard and 2 other Microsoft Specialists are ready to help you
Customer: replied 11 months ago.
I cannot send or retrieve emails i cannot remember my password
Customer: replied 11 months ago.
Ive paid £23 for this help
Expert:  Richard replied 11 months ago.

ok, but you said you were able to send and receive.

"I have my password ***** so my emails will start working ie sending"

Your saying now again you cannot send and receive?

Customer: replied 11 months ago.
Nothing is happening when i try to set up on phone
Customer: replied 11 months ago.
What is the account i need to get into
Customer: replied 11 months ago.
I put my email n passwird in then still it wouldnt set up
Expert:  Richard replied 11 months ago.

ok, first the issue was a password ***** what is now the issue Brenda? Adding the account to your phone?

Customer: replied 11 months ago.
It wont let me put my email and password ***** to set up again
Expert:  Richard replied 11 months ago.

What is the make and model of the phone you are trying to do this on?

Customer: replied 11 months ago.
Samsung i m not sure of the other bits to it
Expert:  Richard replied 11 months ago.

ok, restart the phone and then try to add the email account again and tell me the message you get.

You can restart by holding the power button and choosing restart.

Customer: replied 11 months ago.
Ok
Customer: replied 11 months ago.
Authentication denied my phone died its charging now its a samsung galaxy ace4
Expert:  Richard replied 11 months ago.

if you go to

www.hotmail.com

on your computer

Are you able to sign in there?

Customer: replied 11 months ago.
I will look now
Expert:  Richard replied 11 months ago.

thanks

Customer: replied 11 months ago.
Im on its in the inbox
Expert:  Richard replied 11 months ago.

ok, now on your phone, go to the play store and download the app outlook

Open it and tell me if you can sign in with this please

Customer: replied 11 months ago.
I will do this now
Customer: replied 11 months ago.
I cant find it
Expert:  Richard replied 11 months ago.

search for outlook in the play store and you will see it, it is there.

This is it

https://play.google.com/store/apps/details?id=com.microsoft.office.outlook