Hi Judy my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.
What have you tried apart from the secondary recovery email option.
Is the recovery phone number provided in your google account working?
give me a moment let me check
in the sign in page click on cant access account option at bottom
select forgot password
follow onscreen steps
let me know if it gives the option to send recovery code on yourphone?
do you see an option below that says forgot password ***** cant access account
yes please try
well it seems you turned on 2 step verification
let me check
does it give you an option that says to verify your identity??
Try to follow the recovery instruction on the home computer where you access gmail the most.
Dont try on different ip address or it will lead to a permanent block by google.
Computer does not matter in this case its the internet router or the connection which matters the most ip address is recorded from your internet connection.
you can use any computer or a phone attached to the same internet.
Do you use cellular network at home or your phone is connected to the home network automatically when you reach home. Try to reset the password ***** home as it google will identify the home network ip.
you will have to wait as it totally depends on google to release or suspend the account.
yes you can reopen the chat from www.justanswer.com login to the site and check with my question.
Once google gets back to you with the recovery result then you can reset the password ***** dont go for 2 step verification and if you want to opt for it then you have to make sure that the recovery email and recovery phone both are active and you have access to them.
I hope I've provided the information you were seeking. If you have any question feel free to ask or reply me so that i can continue to help you answer you question
further. Thank you