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Glenn Keil

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  1. trouble sign in, problem creating new password

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    9 comments  ·  Yahoo Mail Basic » Password and sign in  ·  Admin →
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    Glenn Keil commented  · 

    Good afternoon. Thank you, Caitlan, for responding to my recent request for assistance changing my password. There were several problems that confused me very much. First, I am an older man and very computer illiterate. You contacted me that my account had been compromised and I needed to cange my login ID. You sent this to an email address I never use, instead of the one I've used for years. I've forgotten the password to the older one and was confused how to proceed. The last thing I wanted to do was to create a new account. I had info in my present account I didn't want to lose. I know this must sound so stupid to computer savvey techs, but you must understand: there are two or three older generations who've never understood computers at the onset and have reached a time in life when confusion is a very easily achieved state...though these AREN'T stupid people. It took me 2 hrs of bouncing back and forth trying to change my password, like you required. Note this was REQUIRED by you!! I didn't want to do this in the first place. The problem was the directions I was given to accomplish the task and the manner to do it. In the course of changing the password, one is given an invisable field to type in the change. Many elderly have very very poor or limited eyesight, even with specialized glasses. A visually well defined field/box would be of immense improvement, as the cursor sometimes doesn't appear in it automatically to show where the field begins. If one must repeat the password to set it, a second well defined box with directions to repeat would also be appreciated. You cannot assume everyone knows this is how the task is completed. NOT EVERYONE DOES!! After two infuriating and frustrating hours, it occurred to me there might be another box/field I couldn't see to repeat the login word. I moved my cursor around until the second field was revealed. After I entered it again, there was no more further problem. I wasted two hours that two well defined boxes could have avoided. Please take this suggestion seriously. You've placed the elderly in a computer driven/ dominated world they often can't understand nor negotiate well or confidently. If it requires posting legible consistant directions, as for a child, please go the extra mile and do that. Thanks!! G. Keil

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