Problem with Gmail password reset

Rain1290

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

Just to report that, very unfortunately, the same sequence of issues remain when attempting to recover the Google account. I decided to wait a full 15 days to re-attempt the recovery process, as well as simply signing in without account recovery. I also remained signed out of my new Google account for 15 days, just in case that would create a conflict.

To that end, I decided to speak with another representative using Google One this morning, and I mentioned to them what was tried and the results at each stage of the recovery and sign-in steps (using screenshot images along the way). Seeing the endless looping of issues, they mentioned to wait 3-5 business days for another response from a Google specialist, who would have knowledge of the conversation, as well as seeing that I waited purely for 15 days. It was also mentioned to keep trying the recovery process to maximize the chance of getting a response in 3-5 business days.

That is where I stand now, but I was thinking that if I don't receive a response in 3-5 business days, maybe actually calling them using Google One could help (as that is also an option).
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
Hi Goddess-Bastet - No problem for the update. Indeed, it is quite unfortunate. I will provide further updates here once I receive a response from a Google specialist.
 

Rain1290

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

Just to keep you updated - unfortunately, attempts to restore the Google account continue to be unsuccessful. I spoke to several Google representatives since my last posting here (both twice on the phone and three times via live chat), but none of them fully understand the nature of the problem, and some even stated that they have never come across an issue like this one previously. In particular, they cannot understand why the system sends a verification code to the Google account trying to be restored when entering the new, unconfirmed password in Account Recovery. This is a mystery because of the supplied evidence (i.e. that July 8th email) that acknowledges the correct recovery email (The AIM account) that is tied to the Google account. One representative stated that this might be happening because I could be still logged in on another device, which was previously mentioned here. I explained to the representative that it was only the mobile device that I used to access the account previously and very occasionally, and I previously completely removed the account (on July 25th) from that device because of the possible conflict it could create. Therefore, that cannot be the issue, and I am/have been using the same device (my laptop) that was previously successful in logging into the account.

At the suggestion of another representative that I spoke to, however, I was invited to submit a completed request form to restore a deactivated account, which would supposedly reach a Google engineering team. The form was intended to reactivate "disabled" Google accounts. Of course, my account was never disabled, but we thought that this form (along with a description of the problem included in it) might reach a higher-tier representative that might, with great hopes, be able to reset the account, enough to at least allow me to create a new password. Very unfortunately, after the form was submitted (two submission attempts), an automatic email message came in precisely 10 minutes after each submission, stating that my account was reviewed and determined to be active (i.e. it was never disabled). The automatic messages go on to say that Account Recovery should work and to try that again. Of course, Account Recovery (and Sign In) does me no good, as the same sequence of issues presented here persists. Having these automatic messages show up suggests to me that my request, despite the thorough description of the problem included in it, would very likely be ignored if their system recognizes that my account is still active. This is also because a response from supposedly a live representative was to come in within 48 hours of the form submission. I gave it more time, of course, in case some forms take longer to process, but it has been practically 15 days since the forms were submitted. Thus, based on these observations, I conclude that those automatic messages cause the request forms to be overlooked.

The last representative that I spoke to mentioned that I have exhausted my options, and that the only method that I could try is to instead extend the waiting time without trying to sign in or recover the account - a month was suggested. I mentioned previously that I waited 15 full days (acknowledging that the recommended amount was seven full days) without attempting to access or recover the account. This includes no use of my new Google account, in case that would cause a conflict somehow, as well as the desire to keep this waiting period purely Google-free. Ultimately, the same sequence of issues frustratingly were still there by the 15th day (August 15th). I am, nevertheless, now on a 31-32 day waiting period (ending October 4th) without trying to access the account in any way, although the representative confided in me that I could still use my newly created Google account during that time without worry of any conflict. I remain hopeful that this waiting period would allow the system to reset accordingly.

If the problem persists by that point, I suppose that the account could safely be considered as "lost" (even though still considered active), that is unless at some point down the line Google is willing to offer more flexible venues to directly intervene to recover accounts in light of these arguably exceptional circumstances. By then, I could also re-submit a new request form to see what happens.

Google really prioritizes security and privacy, which is fine, but it is actually working against us in this case. That said, they universally mentioned that there is no known tool (for now, anyway) that could be used to directly reset a user's Google account.
 

Goddess-Bastet

Virginia
Joined
Apr 26, 2019
Messages
893
That’s disappointing.
Are you signed out of YouTube, Google Chrome browser, Google Calendar & all Google apps too?
I would ask them if they could deactivate the account then you can request the account to be reactivated.
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
That’s disappointing.
Are you signed out of YouTube, Google Chrome browser, Google Calendar & all Google apps too?
I would ask them if they could deactivate the account then you can request the account to be reactivated.
Hi Goddess-Bastet - Thank you for this reply.

Yes, I double-checked to ensure that I am signed out of all Google-related applications, including YouTube (I am/have been currently signed in under my new Google account).

And actually, that is not a bad idea to request deactivating the account before proceeding to submit a new request to re-activate it. That could maximize the chance for a live representative to actually see the nature of the problem, or perhaps deactivating and then re-activating could somehow reset the account fresh. I will venture to try that by getting in contact with another representative.

Thank you for this suggestion!
 

Goddess-Bastet

Virginia
Joined
Apr 26, 2019
Messages
893
Hopefully that will work. The only thing is if reactivating doesn’t allow you to change/add a new password you’d be back where you are now.
You’re welcome.
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
Hi Goddess-Bastet - After speaking with an agent yesterday (September 9th), I was told, unfortunately, that they do not grant requests for account deactivation, and that even in the event that they could, it "might" result in a total loss the account. They went on to say that requesting to restore a disabled account is different than resetting a password because in a disabled account situation, the username and password is assumed to be known, or something to that effect.

After 90 minutes of trying every possible venue via Sign In and Account Recovery on the phone, they mentioned that since the account is deemed active, it is possible that in the future, they will develop alternate methods for users to recover their accounts. Admittedly, they did say that the recovery options are rather limited, and because it was determined that there is likely no phone number associated with the account, it would be difficult. Previously, it used to be that the system would prompt the user to answer security questions, but that option was removed in favor of phone numbers.

Therefore, despite the great wealth of information that I know to help recover the account, it is undoubtedly frustrating to know that it is still not enough to proceed (i.e. username, old password, new/unconfirmed password, account creation date, and recovery email). In light of this, what is doubly mind-boggling to all representatives is why a verification code is being sent to the Google account that is attempting to be restored when using the new, unconfirmed password while in Account Recovery. I strongly believe that if not for that issue, the verification code would instead be correctly sent to my AOL account (proven to be the recovery email), and then I could use that code successfully to proceed in Account Recovery. No guarantees that it would work out so nicely, of course, since I could very well still be transported to the usual "Google could not verify that this account belongs to you".

Meanwhile, while the account is still active, they advised to try keeping the account that way by occasionally sending email messages, as well as attempting to recover the account via Account Recovery. Doing this would most likely keep the account from being deleted because of long-term inactivity. They also mentioned that I could probably still remove the earnings that I currently have tied to my Google Adsense, despite being locked out of my Google account. However, they didn't seem too confident about recovering the earnings, so it is difficult to say if that is possible. I was provided with a link, however, to perhaps contact Adsense, so that could be a starting point.

Anyhow, just to keep you and everyone updated as to where I am with this now. Maybe one thing to try is wait for the 31-32-day period suggested by another representative - the last agent not being so much in agreement that that would work after that time expires, given that it didn't work after the 15 pure consecutive days previously tried. Since I did re-attempt to login with the agent yesterday, I am guessing that the waiting period would have to start over, too. I could try this as a last resort, I suppose, and I am free to use my new Google account during that time.
 

Goddess-Bastet

Virginia
Joined
Apr 26, 2019
Messages
893
I doubt it will help but worth trying.
If they can access the account then they should be able to confirm which password is active on the account at least. I would’ve expected them to offer to manually send the code to an alternative address.
 
Joined
Feb 25, 2020
Messages
496
I sympathize with your frustration. My health insurance company because of some security breach updated their system. One of the new requirements is 2-step authentication. Unfortunately, for me and my wife we are locked out of our accounts. We have already been locked out for two weeks. The IT departments says they need at least two more weeks to work on the issue. I have been told that if they can't fix our accounts as a last resort they might have to create new accounts for us. That sounds like what you might have to do with Gmail.
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
I doubt it will help but worth trying.
If they can access the account then they should be able to confirm which password is active on the account at least. I would’ve expected them to offer to manually send the code to an alternative address.
Hi Goddess-Bastet - Thanks for this reply!

Yes, my thoughts exactly. They do, however, prioritize security and privacy to a large degree, so they become extremely hesitant when asking them to check any details attached to the account. To that end, they say that they have no tool to access Google accounts directly, and they apparently do not have the means of transferring you to speak with a higher-tier Google technician, such as a Google product expert. Not only that, but they further say that they cannot change what the system does, which would include manipulating verification code destinations. :( In essence, their security/privacy priorities cause us to reach dead ends, even if you are more than willing to give them permission to intervene.

What the last representative did, though, was fill out a feedback form that would eventually reach their product specialist team. I also have the option to send feedback on my end, which I previously did (a chance to articulate the problem and give them more incentive to make the Account Recovery process more flexible!).

I also agree that the 31-32-day suggestion would likely do me no good, but I will try anything at this point.
 

Rain1290

Thread Starter
Joined
Apr 25, 2011
Messages
567
I sympathize with your frustration. My health insurance company because of some security breach updated their system. One of the new requirements is 2-step authentication. Unfortunately, for me and my wife we are locked out of our accounts. We have already been locked out for two weeks. The IT departments says they need at least two more weeks to work on the issue. I have been told that if they can't fix our accounts as a last resort they might have to create new accounts for us. That sounds like what you might have to do with Gmail.
Hi MisterEd51 - Thank you for your response, as well, and I'm really sorry to learn about this situation. Indeed, I can certainly understand how difficult and distressful such a situation can be, and I can only hope that they can resolve your issue over the next few weeks.

And yes, since this issue became increasingly significant, I went ahead and created a new Gmail/Google account in early-July while trying to recover this one. I suspect that this will become my permanent account if I am not able to recover my original one, especially if Google does not end up developing additional venues to recover accounts via Account Recovery. In a sense, it is surprising that Google does not already have additional methods to recover an account, or the ability to be transferred to an agent that may have the ability to directly intervene with the user's consent in these arguably exceptional situations.
 

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