Question

Problem with mail.com

Dec 28, 2019 8:24AM PST

Here is a rich question.

mail.com has locked me OUT, of my account. (Due to hackers sabotaging my content, across the internet).

Here is the fun part.

mail.com says that in order to recover my mail.com password, or change it, I must first, log into the account, which I am blocked from.

Now, my question is:

If I am barred from accessing my account, HOW do I access the account, in order to reset this password?

Does this question even make sense?

Discussion is locked

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Comments
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Answer
Re: locked out
Dec 28, 2019 8:35AM PST

Surely the question makes sense. But we can't answer it. Only the customer service of mail.com (or the help information on their site) can tell. So back to them.

Probably you'll have to proof that you are you indeed. If the hacker could do the same if you can (call them, have them unblock it and change the password) he would have the full account and you would have nothing.

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Answer
Call their phone number
Dec 28, 2019 4:03PM PST

Since your mail.com account has been locked due to other people accessing it, it is best to contact them by phone to regain access to it. You will likely be required to answer some questions to confirm your identity before you can regain access to your mail.com account. Also a password reset will be required, too.

Here is their telephone contact number.
Mail.com Phone Number
Customer Number 855-269-2217 - by the Numbers.

It is also important to give reference to any login error message you got on their website and/or email communications from them related to your account with mail.com being locked. They may request this information. Upon regaining access to your account, it is important to change your password to a complex and strong password.

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premium account only
Dec 28, 2019 4:55PM PST
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Thank you (mejustsayin.)
Dec 28, 2019 4:59PM PST

I noticed this as well. That said all these free services are without ANY WARRANTY or from what I can tell "support."

This can enrage folk that expected better but my view is that free beer is not expected to be very good.

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Re: premium account only
Jan 4, 2020 4:06PM PST

While this is true, you can use the contact form, first, then if no response is returned or the response does not lead to a resolution to regaining access to mail.com, the only route is by calling the contact number. You should have a backup email address for such situations, too. On phone, after sending an email using the contact form to them and not getting a resolution to the account access issue, explain that your account is not a premium account and an email was sent to them and there is still no resolution. Mention, you have been locked out of the account and want to regain access to it. Since this is an access to service issue, it is highly unlikely such a request will be denied over the phone to non-premium account holders.

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as a premium member
Jan 4, 2020 8:57PM PST

as a premium account holder, I would be upset if they gave free access to premium features. the reality is yes, they will deny help to non-premium members. I have seen free account members complained about this in the forums.

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Exceptional Circumstances
Jan 11, 2020 10:16AM PST

In exceptional circumstances, service by phone may be the only option for non-premium members. This is often true for account recovery and identification purposes.

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A greatful thanks
Jan 6, 2020 9:59AM PST

I want to thank each of those, who confirmed what I suspected.

I also want to inform my fellow members that the reason why my accounts have been "locked" is due to hacking.

My personal information, and pass codes, were stolen, about a month ago. Between late November, and early December, 2019.

This, I learned from Credit Karma.

I just hope that those, who took the time to answer my question, take action, to protect yourselves.

This is why I have created a master pass word file, on my flash drives.

I suggest that others do the same.

For now, THANK YOU for the responses.

Have a great day.

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Re: master password file
Jan 6, 2020 11:45AM PST

What exactly do you mean with "master password file"? I assume it's a well encrypted file that you only can access with a very strong password or pass sentence, like Keepass 2 (free) does it. That's safe, as long as you keep that very strong password secret, and there is no keylogger active on your PC.

But don't forget the master password!

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do you mean password list?
Jan 6, 2020 12:47PM PST

if you mean saving a password list on a flash drive, that could be dangerous. Not that it could get stolen (which it could) but flash drives can be easily corrupted. Just pulling it from the usb port at the wrong time can corrupt it.

IMO, it would be best to use a password manager such as lastpass, 1password, keeppass or other. In addition, use two factor authenication on every account where it is available. and never use the same password on different accounts - even if the login name is different.

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Answer
Well first of all is I would change emails services.
Jan 8, 2020 9:33AM PST

Most user friendly emails service will send you an email or text asking you if it was you changing your password. They will then send you a link to reset the PW. Once you get to the site they will ask do you want an email or a text with a code to enter to verify it's you. That means you will have added another email or phone number in your account information previously. A quality Mail provider won't change allow a change of PW until you are verified using this method.

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