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 jstinehelfer Your Own Question
jstinehelfer
jstinehelfer, Information Systems Manager
Category: Microsoft
Satisfied Customers: 23
Experience:  A+ Comptia Certified computer repair
63323962
Type Your Microsoft Question Here...
jstinehelfer is online now

Paied Assistant: When did you purchase your computer? What

Customer Question

paied
Assistant: When did you purchase your computer? What troubleshooting have you tried?
Customer: I can't get on my email probably because I've forgotten my password.
Assistant: When did you last reset your username and password?
Customer: Computer broke down 2 weeks ago and I've just got it back today, without email though
Assistant: Anything else you want the Microsoft expert to know before I connect you?
Customer: Just want to get my***@******.*** email up and running again.
Submitted: 4 months ago.
Category: Microsoft
Expert:  syseng replied 4 months ago.

Hello,

My name is David.

What program do you use to access your email? Is it through a web browser or a program such as Outlook?

When you try to access email what errors appear?

Customer: replied 4 months ago.
Purchased in 2015
Customer: replied 4 months ago.
I'm on Windows 10
Expert:  syseng replied 4 months ago.

Ok thanks.

What program do you use to access email (such as Outlook or a web browser such as Internet Explorer or Chrome)?

Customer: replied 4 months ago.
I don't know it could be Outlook or Internet Explorer or BT
Customer: replied 4 months ago.
I haven't got a smart phone either - just an old fashioned mobile
Expert:  syseng replied 4 months ago.

When you access your email, does the program you use for email look like the attached picture?

Customer: replied 4 months ago.
Not quite so detailed as the attached picture, but the background is the same as before I lost access. I must have loads of unread emails but although I tried to reboot them I had a message appear saying that it couldn't be accessed.
Expert:  syseng replied 4 months ago.

Ok thanks.

When you try to access email what errors appear?

Customer: replied 4 months ago.
It keeps saying my log-in and password ***** incorrect, and even though I tried to amend both, the message came back saying, "!We couldn't access account Outlook - you may need to update password ***** give account permission to sync this." But I can't do that, it won't let me.
Expert:  syseng replied 4 months ago.

Please try to login to your email through a web browser by clicking on the following link:

click here

and let me know if you are able to login.

If you can login and access your email then the issue is with Outlook.

Customer: replied 4 months ago.
No I can't log in to either my***@******.*** or my***@******.*** email accounts, but I'm too tired now to go any further tonight.
Expert:  syseng replied 4 months ago.

Ok then just post back here when you are ready to resume. I will be available tomorrow as well.