Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
*****
Nice to meet you, *****!
Would you be so kind as to tell me more about that issue? Where were you hacked exactly?
On friday morning I received several text messages from friends to say they has received strange requests from me
Irealised I Had been hacked therefore changed my password I then received emails and was able to send. Saturday morning I discovered I wasn't receiving any emails although i was still able to send
Where were these strange requests exactly, *****?
In Facebook, Instagram, Yahoo, etc?
All by email
Ok, and what was these requests?
I just wanted to be sure you got this email I am unavailable on the phone can I ask you a small favor
Got it
So, you've changed password
And now you can't send and receive any messages, correct?
another one was vrequesting purchase of an apple voucher for £400
Thanks. Got it, classic scam emails.
So, *****, you can't send or receive an email after you've changed the password, right?
on Wednesday I received an email perporting to be from ***** at Yahoo saying 'we are closing old versions of Yahoo mailbox as from today please follow link to upgrade to migrate to newest mail box version
I can send but not receive
Ok, that's how they hacked your account in the first place.
You mentioned different devices above. Have you tried to check your email on all of them?
yes
Got it
First, I'll send you the test email right now from my side.
*****@yahoo.com is the account that you have a problem with, correct?
yes
👍
Allow me a moment to send a test email to *****@yahoo.com
Done! Please visit your mailbox and find a letter first.
Check all your folders, including spam, junk, social media, etc.
And let me know about the results
The email subject will be "Test Email from Howly"
it has come into my junk
Great so that you can receive an email from me.
Have you asked your friends to send you emails too to check it?
yes
And why do you think that you can't receive an email?
because I haven't received any emails in my in box since Friday
Ok, and your friend sends you the email, can you receive it?
Also, what emails were you expected to receive?
I know friends have tried to send emails but I havent received any of them
Ok, and have you checked all your folders (like in my case, the email was sorted into the Junk)?
yes
Ok
Can you please sign in to your Yahoo Mail account on a computer and send yourself an email?
Then let me know about the results, *****!
I tried that an hour ago no result but will try again
Did you receive some error messages during that?
no
Also, what troubleshooting have you done so far (except, checking another device and sending an email to yourself)?
Have you received an email with a subject like "Failed Delivery"?
no
Ok, have you checked to block settings in your Yahoo account?
tried to get into settings but couldn't find how to get into POP/IMAP
Oh, no need to go there. At least for now, *****.
And let me know what you see there
Yahoo app on ipad says app needs to be updated should I click update
You can update it, *****
And then follow the instructions above
struggling to find blocked addresses
When you click on the gear icon, can you see the "Security and Privacy" section?
no can see manage accounts manage mail boxes connct services and items under customise your in box
Ok, select option to manage mail boxes.
Also, do you have several accounts connected to your Yahoo service, *****?
Or are you trying to access it from another mail client?
there is a section customise your inbox but no 'unblocked addresses
Ok, you're on your iPad right now?
i contacting you by laptop but looked at settings on ipad
Can you please go to your Yahoo email on your laptop
No need to close our chat
Simply create a new one
And go to your Yahoo email there
Let me know when you're there, *****
no blocked addresses
Ok, when you click on the settings there. Do you see the same?
same what
"manage accounts manage mail boxes connct services and items under customise your in box"
no change
Ok, do you see the 3-dot icon when you click on settings?
yes
Click on it
And let me know if you see the "Security and Privacy" section there
yes
Great
Find and lick on the "Blocked Addresses" tab.
And let me know what you see there
still 0 of 1000 used
Do you see that in the "Blocked Addresses" tab?
yes
Ok, do you know how to take a screenshot, *****?
no can you tell me
To take a screenshot, you need to press the Windows + Print Screen keys on your keyboard at the same time. For some keyboards, you may see other signs marked along with Print Screen. In this case, you must press the Fn key simultaneously when capturing.
So, you need to go to the Yahoo email again, open the settings > Blocked addresses
Press these buttons
And return to our chat
I'll show you how to share the screenshot with me
Let me know if any of the steps are not quite clear.
I'll be happy to clarify them for you!
yes but when windows & Print screen pressednothing happened Will try again pressing fn on the laptop
It's ok, *****
Your screenshot should be taken automatically without any notifications
The captured screenshot will be saved in C:UsersADMINPicturesScreenshots as a PNG image.
To attach your screenshot to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have to choose an image and confirm sending.
And let me know if you have any problem with it.
the tab labelled print screen is shared with home tab, usually pressing fn button works
on HP laptop
Ok, in that case, press it too
Then follow the instructions above to send your screenshot 🤗
have tried but will do again
Thank you, *****.
Visitor uploaded: Screenshot.png
Type: image/png
Size: 137049
Thank you! Allow me a moment to review it
Worked will send it it now
Got it
Ok, I see
Now, go to the "Filters" section
Click on it in the left-side bar menu.
And take a screenshot there
Can't seem to do another screen capture!
Ok, no worries.
What do you see in the Filters section?
AH! says deliver to trash if To/CC contains my Email address
Yep
It seems we found the problem
Delete this filter
ok
Select it first, and then click the Delete icon Image of the Delete icon.
And try to send the message to yourself again
yes worked
Great
Your friends should be able to send you emails too
Also, check your Trash for all emails that you didn't receive from Friday
They should be there
havent received any since friday
Ok, anyway, ask your friends to send you something too. Just to be sure
Do you have any additional questions I can help you with?
my sister has sent one but I have not receiv ed it yet i have received an add for dog food
Ok, let's wait a few minutes
For your sister email then
Also, check all your folders again. It can be sorted to Junk or Spam again
just received one from my husband
👍
Wonderful. That means that there was only one "gift" from the hackers.
And we deleted it
lets hope so. Thanks for your help
If the problem occurs again, come back to us anytime, *****
I'll be happy to help you
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
thank you for your perseverance
👍
I am so pleased to see your issue got resolved!
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