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Bryan
Bryan, Computer Support Specialist
Category: Email
Satisfied Customers: 15114
Experience:  12+ years of professional support for tech-related issues, including computers, email and software.
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I keep getting sign in message then sign in failed, No, I

Customer Question

I keep getting sign in message then sign in failed
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: I reset password ***** week
JA: Anything else you want the Email Expert to know before I connect you?
Customer: No thanks
Submitted: 7 days ago.
Category: Email
Expert:  Bryan replied 7 days ago.

Hi, my name is***** are JustAnswer - an independent, paid-for question and answer website. I’m sorry to hear you're having trouble with your account. I know that can be frustrating, and hopefully we can get this resolved quickly.

Expert:  Bryan replied 7 days ago.

Just to clarify, what account or service, e.g. Google, Outlook, etc., are you having this sign in issue with?

Customer: replied 7 days ago.
Google
Expert:  Bryan replied 7 days ago.

OK, I see. Please open up the following link:

accounts.google.com

Are you able to sign in to your Google account on this page?

Customer: replied 7 days ago.
but I don't see anything to help
Expert:  Bryan replied 7 days ago.

A remote connect session will not be useful for this issue, so you will not be charged for your remote assistance request either. 

OK, that's fine - just wanted to confirm that your password ***** *****

Now, are you getting this sign in error on your iPhone, or on some other device?

Expert:  Bryan replied 7 days ago.

Could you let me know if you are using an iPhone or an Android phone, so that I can provide with further specific info from here?

Customer: replied 7 days ago.
Password ***** email correct. Can't sign in still
Customer: replied 7 days ago.
That's fine
Expert:  Bryan replied 7 days ago.

OK, are you using an iPhone or an Android phone, please?

Customer: replied 7 days ago.
I'm using an android phone
Customer: replied 7 days ago.
Thanks that fine
Expert:  Bryan replied 7 days ago.

OK, I see. Please stand by; typing up some steps for you now.

Expert:  Bryan replied 7 days ago.

Please follow these steps to remove the Google account from your phone first:

  1. Open your phone's Settings app.
  2. Tap Passwords & accounts. If you don't see "Accounts," tap Users & accounts.
  3. Under "Accounts for," tap the Google account you want to remove > Remove account.
  4. To confirm, tap Remove account > OK.
  5. If this is the only Google Account on the phone, you'll need to enter your phone's pattern, PIN, or password ***** security.

Once removed, follow these steps to add back the Google account on your phone:

  1. Open your phone's Settings app.
  2. Tap Passwords & accounts. If you don't see "Accounts," tap Users & accounts.
  3. Under "Accounts for," tap Add account.
  4. To add your Google Account, tap Google. 
  5. Follow the on-screen instructions.
  6. If you're adding accounts, you may need to enter your phone's pattern, PIN, or password ***** security.

Let me know it goes please. Thank you,
Customer: replied 7 days ago.
Still the same. I did as instructed but still can't use emails
Expert:  Bryan replied 7 days ago.
OK, and does it still show the same "sign in failed"  error, or some other error?
Expert:  Bryan replied 7 days ago.

Are you checking your emails from the GMAIL app, or some other app please?

Customer: replied 7 days ago.
Still sign in failed and opening on email symbol
Expert:  Bryan replied 7 days ago.

OK, are you checking the GMAIL app now, or some other email app?

Expert:  Bryan replied 7 days ago.

Please check the GMAIL app and let me know.

Customer: replied 7 days ago.
G mil site is just a humble of letters
Customer: replied 7 days ago.
Sorry, g mail and jumble
Expert:  Bryan replied 7 days ago.

Hmm, do you see a "Google" app icon listed anywhere on your phone's screen?

Customer: replied 7 days ago.
Google symbol on main page and it works okay
Expert:  Bryan replied 7 days ago.

OK. If you tap on Google, then tap on GMAIL - are you able to access your emails from the GMAIL app?

Customer: replied 7 days ago.
Thanks yes, I tried sending one a while ago and it's just told me sent
Expert:  Bryan replied 7 days ago.

OK, that's good. You can use this GMAIL app to access and send your emails from now on; Google has upgraded its security recently so third-party email apps are no longer allowed to access your Gmail emails, hence this issue. You can hold and drag/drop the GMAIL app icon to anywhere else on your phone screen, for easier access if needed.

Customer: replied 7 days ago.
Thank you so much. My bank has Already paid the £22. So will you be refunding it?
Expert:  Bryan replied 7 days ago.

No issues, and you're very welcome. Just to clarify, we are JustAnswer - an independent, paid-for question and answer website. 

I'm a site user just like you and have no control over billing issues, but will send in your cancellation/refund request to our customer service right away.

For any other account or billing concerns, you may also reach out to our customer service using the contact options listed here:

https://www.justanswer.com/help/contact-us

Thank you,

Customer: replied 7 days ago.
Thanks. Bye