Tips to complete account recovery steps

If you can't sign in, follow these steps to increase your chances of getting back into your Google Account:

  1.  Go to the account recovery page.
  2. As you complete the steps, use as many of the tips below as you can. (You might not see all the questions described here.)

If you have already tried to recover your account and received a 'Google couldn't verify this account belongs to you' message, you can try again.

Answer as many questions as possible

Try not to skip questions. If you're unsure of an answer, take your best guess rather than moving on to another question. 

Use a familiar device and location

If possible:

  • Use a computer, phone or tablet where you frequently sign in
  • Use the same browser (such as Chrome or Safari) that you usually do
  • Be in a location where you usually sign in; for example, at home or at work

Be exact with passwords & answers to security questions

Details matter, so avoid typos and pay attention to uppercase and lowercase letters.

Passwords

If you're asked for the last password that you remember, enter the most recent one that you recall.

  • If you don't remember your last password: Use a previous one that you do remember. The more recent it was, the better.
  • If you can't confidently recall any previous passwords: Take your best guess.

Answers to security questions

If you're asked a security question and you:

  • Don't remember the answer: Take your best guess.
  • Know the answer but didn't recover your account on your first try: Consider a different variation of the answer. For example, try 'NY' instead of 'North Yorkshire' or 'Phil' instead of 'Philip'.

Enter an email connected to your account

If you're asked to enter an email address that you can check now, enter one that you've added to your account. Here are some examples:

  • A recovery email address helps you get back in and is where we send you security notifications.
  • An alternative email address is one that you can use to sign in.
  • A contact email address is where you get information about most Google services that you use.

Add helpful details

If you're asked why you can't access your account, include helpful details.

Some examples are:

  • You're travelling.
  • You get a specific error message.
  • You think that your account was compromised because of malware or another reason.
  • You changed your password last week and can't remember it.

If your description matches the information that we have, this similarity can help your case.

Check your spam folder for a message from our team

Important: Google never asks for your password over email, phone call or message. Only enter your password at accounts.google.com.

If you expected an email from our team but can't find it, check your spam or junk folder for an email with the subject, 'Your Google Support Enquiry'. 

Still can't get in? Consider creating a replacement Google Account.

Was this helpful?
How can we improve it?