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Jason Jones
Jason Jones, Mac Technician
Category: Mac
Satisfied Customers: 17964
Experience:  Several years of supporting Mac systems.
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Hi Folks, help required for a 71 year old who's mail was hacked

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Hi Folks, help required for a 71 year old who's mail was hacked into. I can't seem to get things back to as they were. My inbox does not register anything when I receive new mail but my My btopenworld account shown on the LHS of the screen below the mailboxes has lost it's 'Inbox' and anything new goes straight into 'Trash'. I cannot rename this box.
I've been like this for about 3 weeks - have installed Yosemite so expected some sort of difference.
I can receive and send but it would great to get straight. i have an I-Mac and an i pad.
The Mac is the problem.
I have a question or two to ask before we can begin.

Which program do you use to access your email (Outlook, Mac Mail, Entourage, Internet Explorer, Firefox, etc)?
Customer: replied 3 years ago.

Mac Mail (I think)

Thank you for the update, sir.
May I start a remote screen sharing session with you so that I can better help you resolve this problem?
When the remote begins, a chat window will appear that we can use to communicate with each other.
Customer: replied 3 years ago.

Hi Jason, I am a pensioner !! is this another £26 on top of the £23

already gone ?


Hello Peter,
I am sorry for the confusion.
I am very familiar with this problem and have dealt with it or similar problems a few thousand times.
I don't want you to feel like I am trying to nickle and dime you.
How about this; may I remote in at no extra charge? I will do this as a favor to you, being that you were not fully aware of how the system here works.
- Jason
Customer: replied 3 years ago.

Thank you. Lets get this sorted please.

Thank you.
Please, click the following link and choose to run the remote application:
Are you having any problems with running that remote application after it is downloaded?
Which Internet browser are you currently using (Internet Explorer, Firefox, Safari, or something of the like)?
If you cannot get it running, please continue below.
- Please, click the following link, download that file, and run the file:
- Then download and allow that remote app to run.
- Once it is finished, please, tell me the 9 digit number that appears on the top of your screen.
Thank you.
Customer: replied 3 years ago.

Hi J, i'm on Safari

but my Mac won't let me download, unrecognised source.

Please, do the following:
- Click the Apple icon on the top left
- Click System Preferences
- Click Security
- Click the "General" tab
- Choose the option on the bottom that says it can install from anywhere and save that.
Once that is complete, please, try again.
Once I remote in, we can change that back.
Customer: replied 3 years ago.

Sorry J do I need to click off the password ***** do this?

You may have to enter your Mac password ***** do that. Just enter the same password ***** enter to log into your Mac when you turned it on.
Customer: replied 3 years ago.

J I have had to down load Java and have your remote stuff on screen BUT I think I may have to restart to install the Java.

Will i lose connection with you if i do this.

You may lose connection, just be sure to bookmark this page and come back to it after you reboot.
Or you can click the link that we sent to your email.
Customer: replied 3 years ago.

going to restart

Thank you.
Customer: replied 3 years ago.

J If you're still there where the hell am I ?

have 9 figs at top of screen how do i join you

Thank you.
What are the 9 numbers, please?
Customer: replied 3 years ago.


Thank you.
I will now connect.
All is now working.
If you ever wish to work with me in the future, you can ask your new questions and have them sent to me directly at the following page:
Thank you for your time and please, do not forget to rate my help below.
- Jason
Jason Jones and 2 other Mac Specialists are ready to help you