Problem with Gmail password reset

Goddess-Bastet

Virginia
Joined
Apr 26, 2019
Messages
884
Now Google are aware that there’s a problem hopefully it’ll be fixed.
I would expect the 24-48 hours would be Monday to Friday. So you should hear from them no later than Wednesday.
 
Joined
Feb 25, 2020
Messages
485
Hi Goddess-Bastet and everyone - Just to report that I was successful in speaking with a representative via Google One chat. Despite being on a different Google account, the representative was willing to take the time to go through the recovery steps that we have vigorously attempted to do throughout this thread. After seeing the looping effect that we have very well come to know here, the representative ultimately could not understand the extent or nature of the issue. For that reason, however, my case was escalated and, therefore, was transferred to some higher-tier persons, who, supposedly, will communicate with me via my new Google account in 24-48 hours (though it was not clear if this includes weekends). I was further told that I would receive a follow-up e-mail from the representative as my case goes through the escalation process.

I guess that all we can do is play the waiting game for now and hope that some resolution eventually comes out of this (there is seemingly a chance)! If I don't see anything from them after a sufficient number of days elapsed, I can always start a new chat with them (since I have the conversation saved to speed things up in that situation). I will keep everyone updated here, regardless.

Many thanks, once again!
I didn't even know about Google One. Is this what caught your attention!
Help from Google experts
Get help with Google products and services.
When Google said you couldn't contact them I guess they were talking about no free help.

I am glad you found a way to get help from Google even though you had to pay for it. Are you paying by the month or did you sign up for a year?
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
Now Google are aware that there’s a problem hopefully it’ll be fixed.
I would expect the 24-48 hours would be Monday to Friday. So you should hear from them no later than Wednesday.
Hi Goddess-Bastet - Yes, I am hopeful that this problem can, indeed, be rectified. And yes, the 24-48 hours waiting period could very well apply to regular business days than weekends.

I anxiously wait for news!
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
I didn't even know about Google One. Is this what caught your attention!

When Google said you couldn't contact them I guess they were talking about no free help.

I am glad you found a way to get help from Google even though you had to pay for it. Are you paying by the month or did you sign up for a year?
Hi MisterEd51 - Yes, that is exactly right. Before Google One was mentioned here, the available Google support phone number that I tried only results in an automated message that re-directs me to the standard Google account recovery page (which, in my case, does me no good, unfortunately). That message goes on to say that no direct assistance could be provided on the phone with regards to resetting passwords and other information tied to a Google account. Thus, the impression created was that Google has no live assistance (which seemed odd to me, given the size of the Google industry).

And yes, we stumbled upon Google One and its features via the link shared by Goddess-Bastet, in post #138. From there, we found out about live support from Google. After being convinced that there was no way to get in touch with a Google representative, it was hard to believe when suddenly seeing that such a feature could exist.

My Google One subscription is based on monthly payments (renewals at the end of every month). The monthly fee is relatively small, and so it is a small price to pay to obtain an opportunity like this! Plus, you have the option to cancel at any time.
 

Rain1290

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

I was fortunate to receive a response from a specialist just recently this early-afternoon (July 31st). I was told to wait one week (maybe I will treat that as "at least" one week - perhaps I will let it be for 10 days) before attempting the recovery process again, and signing in altogether. They mentioned that if I attempted the login too many times in the last 24 hours (or any given 24-hour period recently, I would imagine), that may be causing the issue. Previously here, I attempted to wait for up to 120 hours (five days), which would be a little short of one week.

That being said, should I remain logged out of my new Google account for a week, as well, just in case?
 

Goddess-Bastet

Virginia
Joined
Apr 26, 2019
Messages
884
Yes, I’d remain logged out for the duration. I would wait at least 7 working days - so 10-12 days in total, to be sure.
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
Yes, I’d remain logged out for the duration. I would wait at least 7 working days - so 10-12 days in total, to be sure.
Hi Goddess-Bastet - Thanks. Should I also remain logged out of my new Google account, as well, just in case that creates some kind of conflict? Or that is not necessary?
 

Cookiegal

Karen
Administrator
Malware Specialist Coordinator
Joined
Aug 27, 2003
Messages
121,338
@Rain1290,

Don't concern yourself with that last post you probably got a glimpse of as it was spammer and it's been deleted. :)
 

Cookiegal

Karen
Administrator
Malware Specialist Coordinator
Joined
Aug 27, 2003
Messages
121,338
I must have missed it, so no worries! But thank you, Cookiegal
You were showing as viewing the thread at the time but there can be a delay in that being cleared when someone leaves or is idle. Plus, if you have email notifications enabled you would have received one for that post and wondered where it disappeared to. The spammer posted a link and I didn't want you to click on it. You're welcome. :)
 

Goddess-Bastet

Virginia
Joined
Apr 26, 2019
Messages
884
Thank you Goddess-Bastet! I will wait it out and report back here after, say, 14 days from now. :)
Fingers crossed.
At least you’ll now received a definite answer from Google as to whether the account can be recovered or not.
 

Cookiegal

Karen
Administrator
Malware Specialist Coordinator
Joined
Aug 27, 2003
Messages
121,338
I missed it too & I have notifications on. You must’ve been quick Cookiegal.
That must mean it went into what's called the Approval Queue. Suspect posts go there so we can review them before they actually get posted but I nuked this one before I checked there since I came upon it.

You guys have worked hard on this issue and I really do hope the account will be recovered after all the effort put into it. The thread will remain open for 45 days so there won't be any problem posting back after a couple of weeks. Fingers crossed. :)
 

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