The following questions relate to issues you might encounterwhen following the steps to recover your account.
Don’t recognize hints provided for email or phone number
If you see a recovery option you don’t think you added:
- You might have added this information, but don't recognize it behind the asterisks.
- You might be trying to reset the password on an account that belongs to someone else. Make sure you entered the right email address. If you made a typo, try again.
- Someone might have hijacked your account and added it.
If you still have access to one of the options, try using it to reset your password. Once you’re back in your account, check all your account details, delete any information you don't recognize, and walk through the Security Checkupto help secure your account and computer.
If you're on our password-assistance page and don't have access to any of the recovery options, click the link on that page to verify your identity in order to fill out our Account Recovery form.
When I type in my username, why do a name and photo come up?
To help you confirm that you're trying to regain access to the correct account, we might show the name and/or photo associated with that account if that information is already associated with your public profile. If the name and/or photo look unfamiliar, double check that you typed in the correct username.
To protect your account, we limit the number of times you can attempt password recovery via email, SMS, or Account Recovery form. Google temporarily disables a particular account recovery option after too many incorrect attempts. The recovery option will be re-enabled on the date indicated below that recovery option. In the meantime, you can use a different recovery option.
Secret questions will not be available as a recovery option on our password-assistance page, but will be available as one of a series of questions on our Account Recovery Form. You can access the Account Recovery form from the password-assistance page by selecting "I don't know my password," entering your username, and clicking the link to verify your identity on the following page.
Can't access recovery email address or phone number
After you select Forgot passwordand enter your username, we offer you recovery options in order to access your account. If you can't access these recovery options, you can click the link at the bottom of the page to verify your identity. You’ll then be given a series of questions to verify that you own the account. Answer as many questions as possible, and make sure your answers are accurate. If you’re unsure about an answer, provide your best guess. It also helps to submit your answers from a computer you've used in the past.
Can't remember account details to prove ownership
The questions we ask to verify your identity are intentionally difficult. If you’re unsure about an answer, provide your best guess. It also helps to submit your answers from a computer you've used in the past.
Didn't find your answer?
Learn more about using your recovery options.
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