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Ask Yvette Your Own Question

Yvette, Consultant
Category: Email
Satisfied Customers: 87
Experience:  Tech Manager
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I have been trying unsucessfully to access my gmail account.

Customer Question

I have been trying unsucessfully to access my gmail account. It keeps telling me my identity can't be verfied. I believe it is because I don't know the date I set-up this account. I have been trying to get access for 3 weeks. I'm at my wits end. Please help.
JA: How long have you had this issue with your Gmail account?
Customer: almost 3 weeks
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: on my laptop through a web browser
JA: What troubleshooting have you tried?
Customer: Many, many times I tried the account recovery. I got the verification code via text on my phone as well as the verification code through my work email address. At the end, the response I get is the my identity can't be verified.
JA: Anything else you want the email expert to know before I connect you?
Customer: I don't the month and year I set-up the account, I think this is the issue.
Submitted: 18 days ago.
Category: Email
Expert:  Yvette replied 18 days ago.

Hello, I’m Yvette (E-Vet) with Just Answer! We're an Independent company providing tech support. I'm reviewing your question and will reply shortly.

Expert:  Yvette replied 18 days ago.

A few questions:

  1. Approximately how long have you had this gmail account?
  2. Did you first open the gmail account when you purchased an Android phone?
Customer: replied 18 days ago.
I know have had this account for at least 6 or 7 years.
I may have set it up when I got an Android phone but I'm not positive
Expert:  Yvette replied 18 days ago.

I see your phone request but rejected it because I won't be able to resolve this over the phone and don't want you to be charged extra for phone support.

Expert:  Yvette replied 18 days ago.

As you've found out Google has strict guidelines about password *****

Customer: replied 18 days ago.
Can you recommend any way to fix my issue?
Expert:  Yvette replied 18 days ago.

On the chance that you first created the gmail account when you bought your Android phone 7 years ago, I recommend you contact your cell phone carrier to get the year and month you made the original purchase.

Customer: replied 18 days ago.
thank you. Do you know what I will be billed for? the amount?
Expert:  Yvette replied 18 days ago.

If you have at least the year correct you can try putting in several months to get the security question correct regarding when the gmail account was opened.

Expert:  Yvette replied 18 days ago.

Your other option would involve having someone hack the account, but it isn't something I can recommend.

I've added a note to my supervisor that the amount you're charged be modified since we can't resolve this issue online.

You can send an email to***@******.*** to answer billing questions.

Thanks for using Just Answer!

Customer: replied 18 days ago.
thanks for trying to help me
Expert:  Yvette replied 18 days ago.

You're welcome.

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