How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Jess M. Your Own Question
Jess M.
Jess M., Computer Support Specialist
Category: Computer
Satisfied Customers: 7615
Experience:  Computer Hardware & Software Specialist - 10yrs Exp, Web Designer & Developer
Type Your Computer Question Here...
Jess M. is online now

I cannot access my account as my wife set it up but she died

This answer was rated:

I cannot access my account as my wife set it up but she died 18/8. I tried to log in earlier but was asked to re enter log in details but I do not have any.The email address used may have been***@******.*** or***@******.*** or***@******.***. In trying to access the account i have set up a new account but this does not help as its vital that I can access all my emails on the original account. Our old home address was churchside cottage main street weston newark notts if that helps.Please help, I,m desperate
Anthony Gore

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

I am very sorry for your loss. 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,

Customer: replied 1 year ago.
windows7 I cannot afford any more on card

Hi Anthony,

Thank you for writing back with that information.

Now, can you please recall for me, were you always entering the password ***** the Gmail account before?

Also, what web browser are you using now to try to access the Gmail account? Is it Internet Explorer?

Customer: replied 1 year ago.
I entered password ***** email address was hidden. Internet explorer

Thank you for that information.

Can you please find another web browser installed on your Windows 7 computer, like Chrome or Firefox? Let us do it first in Chrome. Open Chrome browser (if you have it there already), then go to See if your gmail is already SIGNED IN.

Customer: replied 1 year ago.
I hit on chrome icon and it goes to new account i set up by mistake gore374

Oh Ok. Now, please try to locate if you have another browser like Firefox. Then use it to access and see if your old email is still SIGNED IN there.

Customer: replied 1 year ago.
dont have firefox is zoombrowser ok

If you have that zoombrowser, yes, please try to open it, then go to htp:// and see if your old gmail account is still there

Customer: replied 1 year ago.
it opens with page of pictures ,cannot see where to enter http// very top bar is C:\Users\tonyg\picttures\2015-06-18 any help?

I believe that is not a regular web browser then.

Have you or your wife been using Chrome to access the Gmail account?

Jess M. and 3 other Computer Specialists are ready to help you
Customer: replied 1 year ago.
google chrome always

Thank you for requesting for my additional service 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.

1. Please click on this link:

2. In that page, please click on the green I Agree button
3. 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.

Best regards,


How is it going? Were you able to download the remote tool using the procedures and link I gave you? If yes, please make sure to run the downloaded tool by double clicking on the downloaded file.

Thank you.


I just closed the remote session since you have not yet joined me there.

Just tell me when you are available and ready for the remote session so that I can give you a new link.