Hello, thank you for using Howly.
As I understand, you have tried to reset AOL password using Forgot password option, right?
Yes. A code was sent to my other aol account, which I used to change the password but the new password is not working and when I go on forgot password, it no longer sends the code.
I see. Now, when you try to use your new password for this mailbox, do you see the error that the password is not correct? Or is it something else?
I am pretty sure it is saying that the password is not correct.
Got you. Usually, it happens when you accidentally misspell the new password, it could be just one character that is different.
let's try to reset the password one more time, but use the Incognito mode in your browser to get that email recovery option back. What do you think?
Yes, I agree about the typo! Happy for you to use the Incognito mode etc. If you could advise.
Sure, I will guide you on how to do that. First, let me know please, are you using your PC now to follow the steps and chat with me?
Yes I am
Got you. What browser are you using? Is it Microsoft Edge?
Tricky, I believe I am currently on Ecosia?
Ok, no worries. Could you open Microsoft Edge on your PC? or Chrome browser, whatever you prefer
Sorry, would I need to download these?
No, it should be installed on your PC by default if you have Windows
I now have edge as my default browser
Good. Now, you have the Edge browser opened, right? Please check the top right corner of the browser window and find the 3 dots button. Do you see it?
Yes, i have clicked on them
Good. You need to click on that 3 dots button - next, choose New InPrivate tab
Let me know when it's done. A new, private tab should open then.
Done, new private tab now open
Great. Will provide you with the steps in a second
The next step should be the recovery options step. Please check if you see the option to send the code via your second email *****@aol.com
Yes the second email is there for the recovery code, should I select it?
Yes, please do that. You will be asked to enter a full email address next - do that, then click on Send button.
Thank you, yes it is now saying to enter my verification code. I will now try to access the ***** account for the access code?
That's correct. Check your email for the code, then enter that code on that AOL password reset page and follow on-screen instructions
Brilliant! I have entered the code and it is asking me for the new password, I will now enter that (carefully and correctly!)
Perfect, let's do that. Good luck!
It has worked! Thank you so much! I will now go into my accounts and update the telephone number. You have been brilliant!
I am so pleased to see your issue got resolved!
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