Problem with Gmail password reset

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
Hi there,

I use my Gmail account for various work endeavors and have run into problems logging in after recently attempting to reset my password for my Gmail account. However, when I click on "Forgot Password", the system sends a verification code to my Gmail account...which I obviously cannot access to get to the verification code sent there! I was looking for an option to have the verification code sent to my alternate e-mail account, but there is apparently no option. Clicking "Try Again" only causes it to send a new verification code to my Gmail account. Doing this too often can result in many failed attempts, and so the system would go on to eventually say that I have to wait a few hours before trying again. The problem occurs on all browsers and devices.

Why could this be happening?

Thank you, and any assistance would be greatly appreciated!!!
 

Couriant

James
Moderator
Joined
Mar 26, 2002
Messages
41,673
Did you install GMail on a cell phone or tablet? Or any email programs?
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
Hi guys,

Thank you for your responses and suggestions!

The Gmail account was created using my laptop.

I have attached some step-by-step images to better visualize the problem.

When I try to recover my account by entering my password, it says that my password was changed 8 days ago after attempting to put in my previous password (Image #1). When I put in the new password that I created, it says that it cannot verify that it's me (Image #2). When then pressing "Recover account" in Image #2, all it does is send a verification code to my Gmail account, which I cannot access (Image #3). ***NOTE that this also happens when clicking on "Forgot password" in Image #1.*** When pressing on "Try another way" in Image #3, it takes me to Image #4. When pressing "Try again" in Image #4, it just sends another verification code to that Gmail account (i.e. back to Image #3) that I cannot get into, as opposed to the alternate e-mail that I am using, or my mobile number (both of which were used when creating this account). It's like an endless cycle.

What could be causing this?
 

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Cookiegal

Karen
Administrator
Malware Specialist Coordinator
Joined
Aug 27, 2003
Messages
121,517
You should not display your email address on a public forum. I suggest you replace those images with new ones with the email address blackened out.
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
Thanks, Cookiegal - they are included now (see post #5). I actually had blanked out versions of those images, but I realized that I posted the unmodified versions. Thank you so much for pointing that out!!!
 
Last edited:
Joined
Feb 25, 2020
Messages
496
A few years ago I was able to regain control of a Gmail account by contacting Google directly. This was for a family member. I just had to convince them who I was and why I needed to do this.
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
Hi MisterEd51 - Yes, I was thinking about doing that as an option, as well, but I am not sure what help number is available? What number did you ultimately use to contact them to get this done?

When calling a help number previously, I was referred to one for Google Ads. Was this the one that you used?
 

Goddess-Bastet

Virginia
Joined
Apr 26, 2019
Messages
893
If you click on ‘try again’ are you offered a chance to answer questions to recover your account?
I take it you haven’t added any backup (non Google) email address &/or cell/mobile phone number as recovery options?
 
Joined
Feb 25, 2020
Messages
496
Hi MisterEd51 - Yes, I was thinking about doing that as an option, as well, but I am not sure what help number is available? What number did you ultimately use to contact them to get this done?

When calling a help number previously, I was referred to one for Google Ads. Was this the one that you used?
Sorry about that. In looking back through my information I discovered I did not call them. I probably went to the following website:

How to recover your Google Account or Gmail
https://support.google.com/accounts/answer/7682439?hl=en

Once there I was asked a series of questions to try to prove who I was. Since I was doing this for a family member I had to know enough about them to do this. After that I was sent 2 emails:
1. acknowledge my request and say the case was being reviewed
2. grant my request

Below are these two emails from back in 2017

1626110298908.jpeg

1626110310779.jpeg
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
If you click on ‘try again’ are you offered a chance to answer questions to recover your account?
I take it you haven’t added any backup (non Google) email address &/or cell/mobile phone number as recovery options?
Hi Goddess-Bastet - What happens when I click on "Try again" is that I am taken back to what is shown in my Image #3, sending another verification code to my Gmail account. It does not prompt me to answer questions, unfortunately.
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
Sorry about that. In looking back through my information I discovered I did not call them. I probably went to the following website:

How to recover your Google Account or Gmail
https://support.google.com/accounts/answer/7682439?hl=en

Once there I was asked a series of questions to try to prove who I was. Since I was doing this for a family member I had to know enough about them to do this. After that I was sent 2 emails:
1. acknowledge my request and say the case was being reviewed
2. grant my request

Below are these two emails from back in 2017

View attachment 289209

View attachment 289210
Hi MisterEd51 - Thank you for this suggestion! I checked out that link that you kindly shared and went to "Can't sign in for another reason". Then, I selected "You forgot your password", and I was then taken to another page, as shown in my Image #1 in this post, clicking on "Get help resetting your password". Then, as shown in Image #2 in this post, I chose "Can't access recovery email address or phone number", followed by the drop-down description shown in the image. Would this be correct?

However, trying to follow that description to reset the password, I cannot see any option to answer questions. It just automatically re-sends a verification code to the account. It is odd because I made a recovery account and provided a phone number when creating this account.
 

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Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
Also, would anyone happen to know where I can find a relevant phone number to contact Google for something like this, just in case it comes to that?

Thanks,
 

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