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Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 10441
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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I can’t access my email, No, its a old phone number, ni

Customer Question

I can’t access my email
JA: Are you logged into your email account on any other devices?
Customer: No
JA: Do you have security questions or a phone number on file to help reset your password?
Customer: its a old phone number
JA: Anything else you want the Email Expert to know before I connect you?
Customer: ni
Submitted: 17 days ago.
Category: Computer
Jerry Hannell
Expert:  Jerry Hannell replied 17 days ago.

Hello sir/madam, I would like to help you, please let me know when you are ready.

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Customer: replied 17 days ago.
Im ready
Expert:  Jerry Hannell replied 17 days ago.

Hello sir/madam,

What is the email address you are having problems with?

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Customer: replied 17 days ago.
I don’t have the email attached to this phone as I reset the phone last night hence why I can’t access as I have a new number and forgot the password
Expert:  Jerry Hannell replied 17 days ago.

Hello sir/madam,

What is the email address you are having problems with?

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Customer: replied 17 days ago.
The email address is***@******.***
Expert:  Jerry Hannell replied 17 days ago.

I am checking.

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Expert:  Jerry Hannell replied 17 days ago.

Do you have a mobile phone number that ends with ..33?

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Customer: replied 17 days ago.
I have my ID to prove it’s my account and utility bills but no contact number it says I have to wait 24hours to try again
Customer: replied 17 days ago.
No that’s my old number
Customer: replied 17 days ago.
I did have the number
Expert:  Jerry Hannell replied 17 days ago.

To be able to recover your account, can you please fill this form carefully:

https://account.live.com/acsr?uaid=e3f83df2b82f4589a6601f6f5a5f6a1f&mn=JLcttneQGVkOHkbUpDxGJU4Uor0ifF3W1dwB80g2Y1lt6%2fwU4YvFKm5bijqn7iz9rEfaCC4eR5XXENGjIzHWEtcZalBUt5vR0QY5iqiZ8wjv0BVLyb1crC4CT%2bPebTFE2GpEgyateeCJjNOWyc3cRw%3d%3d%3a2%3a3&cxt=RP&mkt=en-gb

and then submit it to Microsoft?

You should receive a reset-link from Microsoft soon after submitting this form.

If something goes wrong, please let me know.

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Customer: replied 17 days ago.
I have tried to do that and it said not enough info even though I have only sent a few emails recently which I wrote down and what the emails said
Expert:  Jerry Hannell replied 17 days ago.

Can you please try again?

If you get the same response from Microsoft, please let me know.

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Customer: replied 17 days ago.
It says I can’t for 24hours. But I applied all the info that I have on that account for emails sent recently
Expert:  Jerry Hannell replied 17 days ago.

Did you enter your received messages too?

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Customer: replied 17 days ago.
I wrote a basic description of what the email said
Customer: replied 17 days ago.
It didn’t ask me for received emails just sent emails
Expert:  Jerry Hannell replied 17 days ago.

Normally, where were you accessing this email address from?

(From a computer, phone etc)

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Customer: replied 17 days ago.
Phone the same phone I have now
Expert:  Jerry Hannell replied 17 days ago.

Were you accessing your email address from an app like Microsoft Outlook?

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Customer: replied 17 days ago.
I was accessing it from mail box on the iPhone
Expert:  Jerry Hannell replied 17 days ago.

When you open your Mail app on your iPhone, what happens?

Are you able to see your inbox?

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Customer: replied 17 days ago.
No I cannot as I have reset my phone last night and it’s erased all settings and I don’t know my password ***** log back in and the phone number I had attached to the account is my old number
Expert:  Jerry Hannell replied 17 days ago.

Can you please open your Safari on your iPhone?

Please go to:

outlook.com

and then try to reset your password ***** there.

What happens?

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Customer: replied 17 days ago.
It tells me to enter a code sent to my old phone number so I do that then it takes me to that recovery page which I did twice and said not enough info
Customer: replied 17 days ago.
I mean so I can’t do that my old phone number
Expert:  Jerry Hannell replied 17 days ago.

Was your old number cancelled?

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Customer: replied 17 days ago.
I changed it with giffgaff a while back
Customer: replied 17 days ago.
Ok I will have to do it in 24hours
Expert:  Jerry Hannell replied 17 days ago.

Yes, please.

I will be here.

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