Gloria has an AOL email account that she has had for years. But she can't remember her password and now she can't get her email. Leo says that since AOL was sold, they have been transitioning everyone, which can require her to relog in. Leo says she can go into AOL.com and reset her password. Use the "I Forgot" feature. It will then prompt her to reset the password or recover it. They may require a recovery phone number so they can text message her a code. Here's a technote how to reset the password. If she can recover the account, then there's nothing that can be done. If that's the case, then it's time to start over. And Gmail is a better option.