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My account got hacked. They changed the recovery phone number and remotely reset my device. Help. 0 Recommended Answers 38 Replies 66 Upvotes
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Hi there. A few hours ago, someone accessed my second email account amirdomi1988@gmail.com using the password. Then they changed the recovery phone number associated with it and somehow managed to remotely factory reset my phone. Now when I try to login using 6-hour old passwords or using forget the password I receive the prompt, "this device is not recognized" (as the device was factory reset) so try logging in through another device. I'm getting the same prompt when I try logging in using Chrome on my Apple devices. 

I have a Samsung Note 8. Please help. I can provide any and all information to authenticate the account. Thanks.
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Hello, 
 
Account recovery form: https://accounts.google.com/signin/recovery is the only option provided by Google to recover the account. 
 
Kindly check this help article for tips to complete account recovery steps: https://support.google.com/accounts/answer/7299973?hl=en
 
For more information, you can also check this article: http://gmailaccountrecovery.blogspot.com/.
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Thank you very much for the reply. However, I’ve tried almost everything suggested in these links. I can’t even reset my password now. I keep getting the following message.

“You're trying to sign in on a device Google doesn't recognize, and we don't have enough information to verify that it's you. For your protection, you can't sign in here right now.
Try again later or sign in from a different device.”

I’ve tried logging from all 4 of my personal devices and home WiFi network. Nothing seems to be working. Please suggest another solution. 
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Hello,
 
When you did account recovery form, did you receive a verification code via your phone number and recovery email address? 
 
Were you able to answer the security questions asked in the account recovery form including date of account creation? 
 
When was the last time you accessed the account? Kindly provide a date. 
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Hello E.J. 

I appreciate your response and help in getting this sorted. Yes, I received the Google Verification Code. I still have it saved in my phone. Can share it with you if you need it. Till then, the recovery phone number had not been changed by the hacker. 

However, I could not enter it anywhere since my phone was remotely reset immediately by the hacker. When I rebooted my phone, my device had been forgotten as a remembered device. 

As for the last time I accessed it, it was Thursday, October 10th around 2:15 am EST. I'm in the US so you can track my IP as well. I got a suspicious activity notification that someone from around UK had logged in and changed the recovery number to a +44 number. I quickly changed password again but the hacker overrode it with his/her recovery number. 

As for the security questions, I was not asked any. Only saw the screen that I shared earlier. However, I can answer the creation date question among others. 

Thanks again for your help in getting this resolved.
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Hello,
 
Let me escalate your case to Google account recovery team. They should be in touch within 2-3 business days to get more details regarding your account.  
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Hello again

Thanks very much for your help. I look forward to hearing from the Google account recovery team. Please keep the thread open. I'll keep you posted on the updates.
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Hi there. It has been 6 days since I replied to their email but have not received any response yet. I sent 2 reminders on the same email but in vain. My personal data is at risk. I would really appreciate it if you can expedite the process to reclaim my account. Thanks.
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Hello,
 
Try to check your spam mails, as the reply might end up in spam.
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Hello 

Thanks for replying. I checked my spam as well as the promotions tab. I have not received a reply anywhere. Please let me know what I can do from my end. It has been 11 days since I started this request. I would really appreciate your taking this as a priority case.
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Would like to update my carrier FIDO was the only 1 that helped by giving me back data, the phone is only 17 days old...Thank you fido
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