/mail/community?hl=en
This content is likely not relevant anymore. Try searching or browse recent questions.
-
Locked out of gmail. Mobile is linked . I want my photos back and Im paying for google play music 0 Recommended Answers 0 Relevant Answers 26 Replies 5 Upvotes
1 Recommended Answer
$0 Recommended Answers
1 Relevant Answer
$0 Relevant Answers
Hi I am locked out of 1 of my gmail accounts. I have the correct mobile linked . I answer the security question , however my old work email is in there. I am currently paying for google play music and also extra space for google drive. I want access to my photos from 2015. I cant even cancel my subscriptions. I have provided my details advised I receive the google code via my phone and have provided the bank details linked to the google play music subscription. If I am unable to get my photos back this is definitely a reason NEVER to use gmail and google services again . Can someone please help they just keep saying we cannot return your account and to provide more information. I am not getting anywhere and they have no phone or email support
Most Relevant Answer Most Relevant Answers (0)
All Replies (26)
Most Relevant Answer
Craig Honeman
 
What happens when trying to sign into the Google account?  https://mail.google.com/ on a desktop.
 
Do Google give any further suggestions?  If so, they must be used, before coming back here again.  
 
We need to know the FULL  error message/s received after the final step available;  redact anything personal.
 
marked this as an answer
-
Most Relevant Answer
`Thank you. I have tried logging in on my lap top via the link you suggest. I have tried on my mobile phone. They do not offer any suggestions they just say provide more information so we can confirm its you ? My mobile is linked to my account. I have 2 other gmail accounts they can verify as well . They can see the bank account they have been taking funds from for a month since this happened is also me. I have never had this problem with this account,
marked this as an answer
-
Most Relevant Answer
I have tried again this morning and this is the response I get after adding the security code sent to my mobile :Account protected by security hold
Something seemed unusual about your recent request to sign in to this account. To keep it safe, it's been placed in a security hold. You'll get an update at
marked this as an answer
Most Relevant Answer
Craig Honeman  
 
You can try Account Recovery ("AR") again, this time use the option "Try another way/"Choose another question" at the bottom of each question.  Works for some, not all, YMMV.
 
Otherwise, if this does not work, from what you have posted, Google are already helping you;  there is no way to expedite.
 
Come back with the reply from Google, if you need more assistance.  FULL reply (redact anything private) is required.
 
Before doing this, please wait five (5) business days after you received the last delay notification from Google.   Weekends (Saturday & Sunday), and US public holidays, are not "business days".    Google often take longer to make a decision, than advised to you. (Depending on your account configuration, the resolution may not as simple as originally suspected.)
 
In the meanwhile, do not keep attempting to recover the account.  You will go to the end of the queue, and may be blocked for spamming.  Continually trying will not help at all, and in fact can be detrimental. 
 
You need to be patient.
marked this as an answer
-
Most Relevant Answer
Thank you. When I select try another way it will only offer me an email address to enter for contact, The only reason I have submitted more attempts is because they do not reply with a solution just saying they will not return the account to me and they do not answer my questions on how to get my photos back from the last 5-6 years which are invaluable to me and also the fact I am still paying for googleplay music, youtube red and extra storage,. They offer no contact and the email they send is no reply. Not good enough
marked this as an answer
Most Relevant Answer
THey have no phone number to call.   I have tried.  lI cannot think of anything besides a lawsuit at this time.  My health is not good and my condo fillled with black mold.  And i am fighting Austin Anderson.  It really is too  much to handle.  If we go public with the lawsuit you'll l hear about it and are welcome to join;.
marked this as an answer
Most Relevant Answer
Craig
 
May we see a screenshot please (redact anything personal) of the final screen you get from Google, when attempting account recovery?
marked this as an answer
-
Most Relevant Answer
Hi this is what I receive ( Ive tried 3 times and get the same generic response and Ive used account recovery each time )
 : 
Your Google Account Recovery Request
Thank you for filling out our account recovery form. We know that losing access to your account can be frustrating. We want to help.
At Google, we take your privacy and security very seriously. We're committed to returning accounts only when we're sure that we're giving them back to their owners. Unfortunately, based on the information you provided, we were unable to verify that you own xxxxxxxx.at.gmail.com To ensure that we're not compromising the security of this account, we can't yet return it to you.
Can you provide additional information to verify that you own this account?
  • If so, please visit our account recovery form and submit another request, sharing as much accurate information as possible. (If you're unsure about specific dates, that's okay; give your best guess).
  • If not, and if you'd like to create a new account, please visit our New Accounts page.
Because Google doesn't ask for much personal information when you sign up for an account, we don't have many ways to verify that you own an account. To confirm that you're the real owner, we need specific details during the recovery process. We can't accept identification documents as a proof of ownership because we don't consider that a secure method. If you'd like more information on these policies, please see "Recovering your account" on our Help Centre.
We apologise for any inconvenience. We appreciate your cooperation and understanding!
Sincerely,
Lily
The Google Accounts Team
marked this as an answer
Most Relevant Answer
Craig 
 
 
Thanks for coming back with that information.  Please do not continue with account recovery.
 
Google have been asked to send you a request for more details, to assist them in personally evaluating your case. They should emailing you, usually within the next 48 hours - longer over weekends/holidays.    
 
The email from Google will be delivered to the account which you are using to post here, and you must also reply from the same account which received their email.   In the meanwhile, no more recovery attempts!
 
Take your time, and take care with your reply, and be as accurate as possible.  Google employees will be making the final decision, not the volunteers assisting in this forum. Google do not accept ID, or documentation of any kind.  Google usually reply and give their decision within 96 hours of you sending the requested information back to them. 
 
There is no guarantee that Google will be able to return your account.
 
(ADDENDUM: Unfortunately, with COVID-19 staffing issues, Google are taking much longer than these "normal" stated times.   Substantially!)
 
IMPORTANT:  The contact email address you give to Google when you reply to them MUST be the same contact address you used when you attempted account recovery.
 
If Google decline to return access to the account, then we probably will  be unable to provide any further assistance. 
 
 
(Note:  You need to immediately make your account more secure when and if Google manage to return it.. Follow ALL steps in that help page.)
marked this as an answer
-
Most Relevant Answer
I did not receive this . The last I heard from them was asking me to submit the form below on 24th June which I did 

ello,

I’m following up on your recent Google Account inquiry: https://support.google.com/mail/thread/51092247. To escalate your issue, please complete the following form: g.co/help/5ryy9

- Select Account Recovery if your issue is related to recovering access to your Google Account. Please make sure you’ve completed the steps at g.co/recover first. If your account is disabled and you know your password, see Your account is disabled for more information: g.co/help/uhcwf
- Select Google Account Profile & Settings if you have access to your Google Account and your issue is related to your account profile, management, or settings.
- Select SMS Code Issue if your issue is related to receiving SMS codes from Google or if you are not receiving SMS codes at all.
- Select Invalid Phone Number if your issue is related to your phone number being flagged as unsupported or invalid.
marked this as an answer
This question is locked and replying has been disabled.
Discard post? You will lose what you have written so far.
Write a reply
10 characters required
Failed to attach file, click here to try again.
Discard post?
You will lose what you have written so far.
Personal information found

We found the following personal information in your message:

This information will be visible to anyone who visits or subscribes to notifications for this post. Are you sure you want to continue?

A problem occurred. Please try again.
Create Reply
Edit Reply
Delete post?
This will remove the reply from the Answers section.
Notifications are off
Your notifications are currently off and you won't receive subscription updates. To turn them on, go to Notifications preferences on your Profile page.
Report abuse
Google takes abuse of its services very seriously. We're committed to dealing with such abuse according to the laws in your country of residence. When you submit a report, we'll investigate it and take the appropriate action. We'll get back to you only if we require additional details or have more information to share.

Go to the Legal Help page to request content changes for legal reasons.

Reported post for abuse
Unable to send report.
Report post
What type of post are you reporting?
Google takes abuse of its services very seriously. We're committed to dealing with such abuse according to the laws in your country of residence. When you submit a report, we'll investigate it and take the appropriate action. We'll get back to you only if we require additional details or have more information to share.

Go to the Legal Help page to request content changes for legal reasons.

Reported post for abuse
Unable to send report.
This reply is no longer available.
/mail/threads
//accounts.google.com/ServiceLogin
You'll receive email notifications for new posts at
Unable to delete question.
Unable to update vote.
Unable to update subscription.
You have been unsubscribed
Deleted
Unable to delete reply.
Removed from Answers
Marked as Recommended Answer
Removed recommendation
Undo
Unable to update reply.
Unable to update vote.
Thank you. Your response was recorded.
Unable to undo vote.
Thank you. This reply will now display in the answers section.
Link copied
Locked
Unlocked
Unable to lock
Unable to unlock
Pinned
Unpinned
Unable to pin
Unable to unpin
Marked
Unmarked
Unable to mark
Reported as off topic
/mail/profile/0?hl=en