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It’s Cyber Security Month. Learn how to protect your data with these quick tips

Fix error messages

Choose the type of error message you're getting.

Username or password is wrong, invalid, or unrecognized
  1. Make sure that:
    • There isn't a typo in your username or password.
    • You've entered your full email address. For example, "username@gmail.com" instead of "username@gmail."
    • Caps lock is turned off.
    • Your keyboard is in the right language.
  2. Refresh your browser and try signing in again.
  3. If you're still getting the error message, follow the steps to recover your account.
  4. Reset your password when prompted. Choose a strong password that you haven't already used with this account. Learn how to create a strong password.

If we send you an email but you don't get it

  1. Check your spam or bulk mail folder.
  2. If the email isn't there:
    1. Add noreply@google.com, accounts-support@google.com, and accounts-support-ara@google.com to your address book.
    2. Request another email by following the steps to recover your account.
  3. If you don't get the email within 20 minutes, contact your email provider.
Cookies are turned off

Turn on cookies, then try signing in again.

If you're still getting an error message, here are some possible solutions. Try each one, then try signing in.

Account is suspended or disabled

Find out why

  1. Sign in to your Google Account on a browser, like Chrome.
  2. If your account is disabled, you'll get an explanation.

What happens when your account is disabled

  • You can't sign in to Google services. When you try to sign in, you'll get an error message or be sent to this page.
  • In some cases, you'll get an email or text message from Google to tell you that your account is disabled.

Ask us to restore your account

If you own the account, you can request access to it again.

  1. Sign in to your Google Account on a browser, like Chrome.
  2. Select Try to restore.
  3. Follow the instructions.

If you have trouble with these steps, fill out this form.

Why accounts are disabled

Google Accounts are usually disabled if the account's owner hasn't followed our policies. Google's policies include:

Here are some common reasons why accounts are disabled. Not all Google services disable an account for these reasons.

Malware, phishing & other harmful activities

Don't use Google services for:

  • Malware: Sending harmful or unwanted code or software.
  • Phishing: Taking private information by stealing it or tricking people into sharing it.
  • Harming or interfering with Google networks, servers, or other systems.
Account hacking or hijacking

Don't sign in to or use another person's account unless you have their explicit permission.

Use of multiple accounts for abuse
  • Don't create or use multiple accounts to break Google's policies.
  • Don't use programs (called bots) to create fake accounts.

Many people have more than one Google Account, like a personal account and a work account. Uses like that are fine.

Spamming

Don't use Google services to send anyone unwanted content, called spam.

Spam can be emails, comments, photos, reviews, or any other content that's created or shared on Google services.

Here are some good general rules:

  • Avoid sending unsolicited promotional or commercial content.
  • Don't send content to people you don't know or to many people at the same time.
Child exploitation

Don't use Google services in a way that exploits or abuses children.

We remove the following kinds of content:

  • Child sexual abuse imagery, including cartoons
  • Content that presents children in a sexual way

This content includes anything that's created, shared, sent, or uploaded on Google services.

When we come across child exploitation, we'll take appropriate actions. Our actions might include reporting to the National Center for Missing & Exploited Children (NCMEC) and law enforcement.

Breaking product policies

Some Google services have their own codes of conduct or terms of service. If someone doesn't follow these policies, we might stop that person from either:

  • Using just that service
  • Signing in to any Google services

See examples of product policies.

Sometimes we need to cancel and remove an account. We'll use our best judgment in these situations. In some urgent or extreme cases, we might not provide notice.

hc_author_ashley

Ashley is an Accounts expert and the author of this help page. Leave her feedback below about how to improve it.

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