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Unusual sign-in location detected

Why you must complete an additional step to sign in

We've detected that you're signing in from a different location than you normally do, and we want to make sure that someone else isn't trying to access your account.

If you can’t provide the information requested

If you can’t verify your identity by providing the information requested, you can also access your account by resetting your password. New window icon

How this additional step protects your account

The additional step at sign in is designed to prevent an unauthorized person who does not know you from accessing your account, even if they've obtained your username and password. While this won't necessarily stop people who know you from accessing your account (for that, try 2-step verification), it's an important measure to keep hijackers who have a long list of passwords from doing malicious things with your account, such as creating spam or accessing and deleting valuable data.

Examples of additional steps

Below are some examples of the additional steps we’ll ask you to complete in order to help verify your identity. Depending on the recovery options you’ve previously set up, some examples might not be applicable to your account.

  • Answering your secret question
  • Verifying your phone number
  • Entering a code we’ll send you via SMS or voice message
  • Verifying your recovery email address
  • Verifying a previous location from where you’ve signed-in

If you think you should not have been asked to complete this step or have other comments for us, please send us your feedback.
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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