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Ask Viet - Email Tech Your Own Question
Viet - Email Tech
Viet - Email Tech, Other
Category: Email
Satisfied Customers: 43658
Experience:  Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
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I can't log into my gmail account Assistant: Are you logged

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i can't log into my gmail account
Assistant: Are you logged into your email account on any other devices?
Customer: nope the password ***** ***** so I'm going down the password ***** route
Assistant: Do you have security questions or a phone number on file to help reset your password?
Customer: I get a call with a verification code but it doesn't work!
Assistant: Anything else you want the Email Expert to know before I connect you?
Customer: actually I'm probably logged in on an old device this could be the issue?

Hi,
I'm sorry about the issue. What happens when you get a verification code? What does it say?
Do you have Windows xp, vista, or 7, 8, 10, or Mac computer?
Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you.

Customer: replied 10 days ago.
Are u asking me if you can securely connect to my device? if so, thats fine

What's the make / model of your computer?

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you.

Viet - Email Tech and 5 other Email Specialists are ready to help you
Customer: replied 10 days ago.
I have a macbook air
Customer: replied 10 days ago.
shall i just wait?

On your computer, please click on the website below in order to connect with me remotely, then I can help you directly:

http://tinyurl.com/y6xdpsts
, then allow the Elsinore.ScreenConnect program to download/run/open when prompted.

Please answer my question below. Thank you.

Customer: replied 10 days ago.
email address is***@******.***
phone number is ***** 393620 (landline) would be easier to use mobile 07825 133737 but not set up on google account
Customer: replied 10 days ago.
are you waiting for anything from me? or just looking at the issue?

What was the code you got earlier? Thank you.

Customer: replied 10 days ago.
616241
Customer: replied 10 days ago.
tried it 3 times?

The code is not the password. What happens when you go to the gmail website https://www.gmail.com , then there, click on the Sign in option, then enter your gmail email address, then click on Next, then click on option Forgot password, then click on option Try another way, then enter your landline number

Customer: replied 10 days ago.
I've not tried that, should I have a go at that now?

Yes. Please try again and let me know where it is stuck at. What happens when you go to the gmail.com website https://www.gmail.com , then there, click on the Sign in option, then enter your gmail email address, then click on Next, then click on option Forgot password, then click on option Try another way, then enter your landline number, then click on Send. Then enter the code it will give you, or enter the old code in the code box, then next/ continue, then what does it show next?

Or use the website https://accounts.google.com/signin/recovery

Thank you.

Customer: replied 10 days ago.
there is no sign in option at the www.gmail.com link, I will try it via 'Use another account'. I've never been able to log into Google on this laptop

Use, use the option Use another account at the gmail.com website , then enter your gmail email address, then click on Next, then click on option Forgot password, then click on option Try another way, then enter your landline number, then click on Send. Then enter the code it will give you, or enter the old code in the code box, then next/ continue, then what does it show next?

Customer: replied 10 days ago.
It defaults to my landline number ending 20 and I get a call. The call gives me a code 616241

Please keep that page open. When they give you the code, please enter that code in the Code field, and next, then what does it show next? Thank you.

Customer: replied 10 days ago.
screen then goes sort of greyed out
Customer: replied 10 days ago.
I get the 'something went wrong' message
Customer: replied 10 days ago.
I've repeated this process 4-5 times and can't see how to get around it
Customer: replied 10 days ago.
I can log into different googlemmil addresses on this device no problem

Please click on the website below, then does it give you a new code or the same code?

https://accounts.google.com/Logout?hl=en&continue=https://mail.google.com/mail&service=mail

Thank you.

Customer: replied 10 days ago.
that link just directs me to the page where I can select an account and try to log in again
Customer: replied 10 days ago.
Do you want me to follow the same forgot password ***** and see if I get a different verification code?

Yes, try the new link and sign in / enter your problematic gmail email address:

https://accounts.google.com/Logout?hl=en&continue=https://mail.google.com/mail&service=mail

Customer: replied 10 days ago.
same code 616241 and same result as before

So it just called you again and gave you that code, then it said "Something went wrong" again? Thank you.

Customer: replied 10 days ago.
exactly mate, I always get the same code and it always fails with the same problem! so weird
WiFi fine and everything else I try to do on the laptop seems fine???? something about this account

I'm sorry. You may need to try the forgot option again tomorrow, but for now, you can submit the account recovery form at the website below:

https://support.google.com/accounts/contact/disabled2?p=

- Describe your issue there and let them know what you've tried, and tell them the error message. Thank you.

Customer: replied 10 days ago.
is there anything else I can try?

You may need to try the forgot option again tomorrow, but for now, you can submit the account recovery form at the website below:

https://support.google.com/accounts/contact/disabled2?p=

- Describe your issue there and let them know what you've tried, and tell them the error message. Thank you.

Customer: replied 10 days ago.
OK thanks I will try that.
Please can you confirm how much this call will cost me in £?
Thanks very much for your help
Owen

You're very welcome. I'm the tech, so I'll have our customer service contact you about the billing, but it's the amount you've agreed to. Thank you for your patience.

Customer: replied 9 days ago.
Thanks very much for your help

You're very welcome. Thank you.