Email

Need help with email? Ask your email questions online

Ask a Computer Expert,
Get an Answer ASAP!

I tried the gmail recovery steps several times, and it keeps…

Customer Question
I tried the gmail...

I tried the gmail recovery steps several times, and it keeps telling me that it’s not enough information to verify that’s it’s me

Technician's Assistant: How do you usually access Gmail? On a phone or tablet, or through a web browser?

Phone

Technician's Assistant: What troubleshooting have you tried?

IPhone

Technician's Assistant: Anything else you want the Email Expert to know before I connect you?

No that’s about it

Submitted: 21 days ago.Category: Email
Show More
Show Less
Ask Your Own Email Question
Customer reply replied 21 days ago
You can email me at***@******.*** or call me cell(###) ###-####
Customer reply replied 21 days ago
The***@******.*** Is the email that I cannot access
Answered in 50 minutes by:
4/2/2018
Email technician: Chris L., Support Specialist replied 21 days ago
Chris L.
Chris L., Support Specialist
Category: Email
Satisfied Customers: 5,665
Experience: Certified Email Expert with over 10 years experience.
Verified

Hello my name is ***** ***** I will be happy to assist you.

Ask Your Own Email Question
Email technician: Chris L., Support Specialist replied 21 days ago

This can be a very difficult situation. While there is no way I or anyone else can just give you a new password ***** can provide you with all known tips of how to best recover the password ***** google does look for specific things in your answers about your account.

If you have already tried all of the steps at the password ***** page here then unfortunately you may not be able to recover this account unless you can remember the password ***** use the back up options that are showing to you.

Gmail being a free email service does not offer any support aside from what you have seen online. A few years back they did have more options for people in your situation but now they simply suggest you create a new account or continue to tell you that they cannot verify the account is yours.

Depending on the recovery options you set up on your account you will likely be shown some or all of the following in order to prove it is yours.

Last password ***** remember

Answer security questions

Enter the account creation date

Get a text via mobile phone with a code

Now let me give you some tips for a successful recovery.

The last password ***** remember question needs to be 100% correct or else you will fail recovery.

The security question would also need to be 100% correct.

The creation date question is very tricky since almost no one remembers. This one does not have to be 100% accurate however it needs to be close, I would guess it needs to be within a month or so but the year must be correct. Some things you can do to help you remember when you created the account are:

Finding the account creation verification e-mail which would have been sent to another account you owned at the time.

If it was created as part of a new mobile device setup, check the date on the sales receipt for the device.

If the account was created for starting mobile device service, check the start date of your mobile contract.

Asking contacts if they saved a change-of-email message sent from the new Gmail account or any other e-mail you sent when the account was new.

Checking the creation date of any other accounts opened at the same time, like: PayPal, eBay, Facebook, Amazon, etc.

If you still have access to the account (perhaps from a mobile device still signed in) check the All Mail label for the original account creation e-mail or the oldest messages you still have saved.

Now as far as the code being sent to your phone goes. If you are able to get this you should be able to recover the account. If you are still denied after getting the code you likely entered one of the other things incorrectly.

Here are some more tips of things google tracks which will help prove it is your account. When trying to reset the password ***** do some from a location that you have logged into the account from before and if possible from the same computer. If you try resetting the password ***** a computer or location that you never logged into the account from before your chances of getting back in will be reduced.

All of the above said you basically need to keep trying if you want to get back into the account and try and figure out which information you have gotten wrong.

Google leaves account security 100% up to you, the user. So if you never updated your recovery options or they are out of date for example you left a phone number on the account you no longer have access to then you are out of luck.

Hopefully this saves you some time in the long run and prevents anything like this from ever happening again. It would be greatly appreciated if you could rate my reply to you by clicking 3 stars are more. I of course understand this is not great news news but you are just rating me personally and not google, their policies, or the situation itself.

Thank you

Ask Your Own Email Question
Customer reply replied 21 days ago
It doesn’t ask me for a security question, it only asks me for the last password ***** the creation date of my email
Email technician: Chris L., Support Specialist replied 21 days ago

If that is all it is asking it means you never added your recovery options such as a secondary email address and a phone number. Your only options are to answer both of those questions 100% right unfortunately. This is why it is very important to make sure you keep your recovery options up to date. If you cannot reset the password ***** will not be able to get back in this account. There are no ways around this I am sorry to say.

Ask Your Own Email Question
Customer reply replied 21 days ago
Ok thank you, ***** ***** email wouldn’t have been hacked right? Because it my email asked to update my password ***** when I did all these problems happened
Email technician: Chris L., Support Specialist replied 21 days ago

Oh you didn't mention that before. Yes that is exactly what happened. If you received an email that asked for your password ***** you provided then yes your account is hacked. Google would never ask you for your password.

Ask Your Own Email Question
Customer reply replied 21 days ago
How do I fix This? It was through my iPhone
Customer reply replied 21 days ago
Oh man, I have Serious information like my social, tax information etc
Customer reply replied 21 days ago
I didnt Receive an email, it popped up when I was Already logged in on my phone app
Email technician: Chris L., Support Specialist replied 21 days ago

You can't fix it now. What is done is done. This is like if your house was robbed because you gave a stranger the keys if you know what I mean. Did you provide any other personal information aside from your password, like a social security number for example?

Ask Your Own Email Question
Customer reply replied 21 days ago
No, just to update my password
Email technician: Chris L., Support Specialist replied 21 days ago

Ok good. In many cases hackers just want the email address so they can use it to send spam to other people. So they may not even bother to look through your personal information. What I would suggest you do is start playing damage control. If you used your gmail password ***** any other sites like facebook or your bank for example change all of them. Also you may want to sign up with a company to protect yourself from identity theft Give lifelock a call https://www.lifelock.com/

They do a good job of monitoring for your personal information on the internet and can stop problems before they happen. So, change any passwords that were the same as the google password ***** soon as you can and go to the lifelock website and give them a call, the number is ***** the top right of the site. Explain what happened and see if they can help. I am really sorry that this happened to you. At this time Please remember to rate my service by selecting the 5 stars at the top of the screen before you leave today.

Ask Your Own Email Question
Was this answer helpful?
Ask Chris L. Your Own Question
Chris L.
Chris L.
Chris L., Support Specialist
Category: Email
Satisfied Customers: 5,665
5,665 Satisfied Customers
Experience: Certified Email Expert with over 10 years experience.

Chris L. is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around.

EstherWoodstock, NY

Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know.

RobinElkton, Maryland

< Previous | Next >

Meet the Experts:

Jess M.

Jess M.

Computer Support Specialist

2,097 satisfied customers

Computer Software Support Specialist for more than 10 years

James K.

James K.

Consultant

1,585 satisfied customers

Technical Director of IT Company

Chris L.

Chris L.

Support Specialist

5,665 satisfied customers

Certified Email Expert with over 10 years experience.

Kamil Anwar

Kamil Anwar

Exchange & Email Consultant

1,421 satisfied customers

8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.

Frederick S

Frederick S

Computer Specialist

701 satisfied customers

Computer technician; founder of a home PC repair company.

IT Miro

IT Miro

Computer Scientist

644 satisfied customers

Bachelor's Degree in Information Technology, Microsoft Certified Professional

A. Stevens

A. Stevens

Computer Engineer

530 satisfied customers

10+ years of Desktop, Laptop, and Server troubleshooting and support.

< Previous | Next >

Related Email Questions
I have just converted from Windows 7 to Windows 10 with no
I have just converted from Windows 7 to Windows 10 with no hiccups :) … read more
Ameen Khan
Ameen Khan
Senior IT Support Specialist
Information Technology Management / Computer Science
1 satisfied customers
I got a email form you guy about my email requrest t o
I got a email form you guy about my email requrest t o terminate google email account I did not ask do that … read more
Jeevan DSouza
Jeevan DSouza
Professor
PhD
3 satisfied customers
I can't get on my yahoo mail. I an get on yahoo. I have been
I am 88 years old and have not had this happen before… read more
Jeevan DSouza
Jeevan DSouza
Professor
PhD
3 satisfied customers
There are two versions of Outlook. How do I get to the one
There are two versions of Outlook. How do I get to the one where my mail is? … read more
Ameen Khan
Ameen Khan
Senior IT Support Specialist
Information Technology Management / Computer Science
1 satisfied customers
I cannot access my e-mail. EarthLink web says it's 100% full
I cannot access my e-mail. EarthLink web says it's 100% full - empty trash. I keep emptying trash, nothing happens and I cannot get my e-mail. … read more
bbao
bbao
Freelance IT Consultant
74 satisfied customers
4 year-old HP with Windows 10. Would like to have Mail as
4 year-old HP with Windows 10. Would like to have Mail as CHROME, GMAIL, AOL, . . . … read more
bbao
bbao
Freelance IT Consultant
74 satisfied customers
I contacted you earlier from my Gmail account in order to
I contacted you earlier from my Gmail account***@******.*** in order to report that my other gmail account has been "disappeared" and probably hacked, but I can't contact Google. What do I do now? … read more
Jeevan DSouza
Jeevan DSouza
Professor
PhD
3 satisfied customers
I CAN SEND MESSAGES BUT NOT RECEIVE THEM FROM MY BUSINESS
I CAN SEND MESSAGES BUT NOT RECEIVE THEM FROM MY BUSINESS SUITE … read more
Jess M.
Jess M.
Computer Support Specialist
Bachelor's Degree
2,097 satisfied customers
A company that is called "Last Pass" has taken over my home
A company that is called "Last Pass" has taken over my home page with my account "*****@******.***" I do not want to subscribe to Last PASS and find this marketing attempt intrusive and disgusting.. … read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
956 satisfied customers
An error occurred while sending mail. The mail server
An error occurred while sending mail. The mail server responded: No such domain at this location. Please check the message recipient "*****@******.***" and try again Unable to send email. Get this err… read more
Michelle
Michelle
Manager operations
Bachelor\u0027s Degree
1,276 satisfied customers
I'm locked out of my cell phone. I can't remember my gmail
I'm locked out of my cell phone. I can't remember my gmail password. … read more
bbao
bbao
Freelance IT Consultant
74 satisfied customers
I ordered a lyft a while ago. The app said the driver was
I ordered a lyft a while ago. The app said the driver was there but he never showed. It kept show the driver going all around the shopping center, but never in front of the restaurant I was at. I text… read more
Jeevan DSouza
Jeevan DSouza
Professor
PhD
3 satisfied customers
You have killed my email account, I can't reset my password,
You have killed my email account, I can't reset my password, as you say I have not given enough info … read more
Jeevan DSouza
Jeevan DSouza
Professor
PhD
3 satisfied customers
I use my WiFi with my yahoo mail. Have used my email and
I use my WiFi with my yahoo mail. Have used my email and password ***** and now it says it has already been used. I have emails I need! Now what? … read more
Jeevan DSouza
Jeevan DSouza
Professor
PhD
3 satisfied customers
On Mon nite I was trying to access my Email and received a
On Mon nite I was trying to access my Email and received a message supposedly from Microsoft that my account was hacked and they could clean it. I was unable to continue. next thing I knew I was conne… read more
Cody
Cody
Computer Science
2,156 satisfied customers
Just want to know this email belongs to whom. Gmail
just want to know this email belongs to whom JA: Who is your email provider (Gmail, Yahoo, Outlook, etc.)? Customer: gmail gen,*****@******.*** JA: How do you usually access Gmail? On a phone or table… read more
bbao
bbao
Freelance IT Consultant
74 satisfied customers
Have been having trouble emails since nbn installed 6momths
Have been having trouble emails since nbn installed 6momths ago … read more
bbao
bbao
Freelance IT Consultant
74 satisfied customers
I cannot open my Gmail account as I cannot remember the
I cannot open my Gmail account as I cannot remember the password. … read more
Wes
Wes
Consultant
Bachelor\u0027s Degree
368 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x