AOL Password Reset - how to recover when security questions cannot be answered

Posted on 2018-02-09
High Priority
Last Modified: 2018-02-13
My client cannot access her AOL email account.  She has talked at length with AOL technical support and cannot provide them with the nickname or phone number as answers to the security questions on file.  She has only one childhood nickname and cannot provide any name other than that.  She has had her primary phone number for decades and that does not match the phone number on record, even accounting for area code changes.  At this point, her account is inaccessible and AOL does not offer any level 2 support.  They did not offer to verify the account using payment information, checking recent emails in the account, contact list, etc.  I am interested in knowing how to escalate this issue within AOL to allow my client to access her email.  Thanks in advance for guidance about this issue
Question by:bbaumberger
LVL 32

Expert Comment

by:Dr. Klahn
ID: 42464368
Have you gone through the online password reset procedure?


Author Comment

ID: 42464613
All standard online reset procedures were tried.  The issue is that the account holder's nickname does not match what is on file at AOL nor does her recovery phone number match.  This implies that her account was hacked.  She has talked with AOL technical support twice (once with me on the phone) and they will not offer any other account recovery methods nor will they offer to refer the issue to a higher level of support.  This is a dire situation for the account holder who has had an AOL account for over 20 years and now has no access to her email and contact list.  We need to know how to appeal to a higher level of support at AOL.
LVL 101

Expert Comment

by:John Hurst
ID: 42464777
Consider upgrading to a paid plan (if your user is using the free plan) and then escalating the call to support via a paid plan.


If the phone number has not changed, escalated support may possibly be able to help.

Featured Post

Evaluating UTMs? Here's what you need to know!

Evaluating a UTM appliance and vendor can prove to be an overwhelming exercise.  How can you make sure that you're getting the security that your organization needs without breaking the bank? Check out our UTM Buyer's Guide for more information on what you should be looking for!

Join & Write a Comment

Each password manager has its own problems in dealing with certain websites and their login methods. In Part 1, I review the Top 5 Password Managers that I've found to be the best. In Part 2 we'll look at which ones co-exist together and why it'…
The onset of year 2018 has been a usual business for IT teams still struggling to find their way out in terms of strengthening their cloud security.
Sending a Secure fax is easy with eFax Corporate (http://www.enterprise.efax.com). First, Just open a new email message.  In the To field, type your recipient's fax number @efaxsend.com. You can even send a secure international fax — just include t…
Nobody understands Phishing better than an anti-spam company. That’s why we are providing Phishing Awareness Training to our customers. According to a report by Verizon, only 3% of targeted users report malicious emails to management. With compan…

593 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question