Google Customer Service Issues

Archive 212

The following are issues that customers reported to GetHuman about Google customer service, archive #212. It includes a selection of 20 issue(s) reported October 9, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have been struggling to regain access to my email account since October [redacted] after it was hijacked. Over the past year, I've attempted to resolve this issue, understanding the challenges posed by the reduced customer service staff due to covid. This email account is deeply intertwined with my life, holding sentimental value and precious memories, including irreplaceable photos of my late daughter on Google Photos. The account in question is [redacted] I can provide details like previous passwords, personal folders created within the account, past backup codes, and necessary documents such as photo ID and certificates. Despite receiving a case number from customer service earlier, which I unfortunately misplaced, I seek urgent assistance to recover my account after a prolonged struggle lasting a year.
Reported by GetHuman6690804 on sábado, 9 de octubre de 2021 15:56
I'm currently facing difficulties accessing my email account as I have forgotten the password and the phone number linked to the account is outdated. I have a new phone number now and I am unsure how to regain access to my email in order to reset the password and update my account details. The email account is crucial as it is linked to my PlayStation Sony account, which is preventing me from logging into the PlayStation app.
Reported by GetHuman6690996 on sábado, 9 de octubre de 2021 16:56
Hello, I have been a loyal Google user since my first online service and telephone. Although I've encountered minor issues in the past, I'm currently facing a major problem. Since October 4th, I've been locked out of my account due to a blackout. This has had a significant impact on my work and schooling as I am unable to sign in to access important class materials and confirmations. As a result, I am unable to complete my tasks and my emails are not being received as well.
Reported by GetHuman-wmpressw on sábado, 9 de octubre de 2021 19:50
Hello, my 1 1/2-year-old Motorola Moto Fast phone has the AArch 64 rv2 processor and runs Android version 11. I am encountering issues trying to connect to the new Android Auto update app, as it states that my phone is incompatible with the setup. Previously, the older version of Android Auto worked seamlessly with my [redacted] Hyundai Tucson. I have reached out to Motorola, but they mentioned they cannot assist with third-party apps. I would appreciate any assistance or workaround that you could suggest. Thank you in advance. -Frank L.
Reported by GetHuman-lamifran on sábado, 9 de octubre de 2021 23:38
My phone was stolen, and I have suspended the phone number and locked the IMEI. Since I no longer have the stolen phone due to the theft, I got a new phone, but I am unable to access my Samsung and Google accounts or receive text messages with recovery codes. I've attempted to recover my accounts on Google's website without success. The recovery process only asks for the phone number and email attached to the account, both of which are linked to the stolen phone. Is there a way to verify my identity through security questions on my new phone number? I urgently need to access my accounts as I am expecting important information about my housing situation. I can provide a screenshot from my phone company showing the status of my stolen phone and the new phone number. Please assist me in restoring access through an alternative method like security questions since I can't access the phone number and email associated with the stolen device.
Reported by GetHuman-laronwar on lunes, 11 de octubre de 2021 0:18
I listed an item for sale on Facebook, and received a message from Tania showing interest in buying it. To verify my authenticity as a seller, she requested my mobile number and asked for a Google Voice verification code from phone number [redacted]. Although I initially had trouble sending the code, I eventually managed to do so after receiving a similar code from [redacted]. Tania then claimed there was an issue with my number and asked for another one. As I had no other number to provide, she ceased communication. Concerned about this unusual request for a code, I reported Tania as a scam and blocked her on Messenger. This experience has made me anxious about potential repercussions on my account. I seek advice on how to address this situation and safeguard my account from further harm. Thank you.
Reported by GetHuman6697521 on lunes, 11 de octubre de 2021 20:17
In early September, my Google account was hacked, and my bank advised me to create a new email and password. I also changed my phone number. I spoke with a Google one representative after one call, and she recommended creating a new account before deleting the old one to transfer all my files successfully. I followed the provided instructions closely and received a confirmation email verifying the transfer completion. Previously, my mobile phone and iPad were synchronized for receiving emails on both devices. After the account change, the devices are not connected, and I am unable to update my mobile account or receive verification as it is still linked to the old account. Consequently, I cannot access my "Documents" file or email PDFs from "Pages" as they are associated with the old account. I appreciate your prompt response.
Reported by GetHuman-cjgossli on lunes, 11 de octubre de 2021 20:42
My Galaxy J7 Pop suddenly reset overnight while charging, leaving me unable to access it. Upon restarting, I was prompted to go through the setup process. After connecting to WiFi and accepting the terms, I reached a screen asking me to verify my Google account. Despite providing the correct email and password, I kept getting redirected back to the verification screen without any options to skip the step. I am at a loss on how to proceed and just want to regain access to my phone without losing more data.
Reported by GetHuman6697773 on lunes, 11 de octubre de 2021 21:39
After deleting a Chrome profile and removing all saved data, I encountered an issue with saving the password for my Google account. Despite ensuring that Chrome's setting to save passwords is on, I am unable to prompt Google to save the password. The key icon does not appear in the URL bar for my Google account login, unlike on other websites where password saving works. I tried troubleshooting steps such as toggling settings, resetting the browser, clearing data, and deleting the profile, to no avail. Additionally, I cannot manually add passwords in Google settings, only export them. The general advice on Google's support page has not been helpful in resolving my specific problem.
Reported by GetHuman-ajaydpan on lunes, 11 de octubre de 2021 23:24
I accidentally damaged my old phone, and now I'm unable to access my Google account, which contains important files for my taxes. Unfortunately, I didn't set up a backup phone or email for my Google account. My broken phone has all my Google photos, documents, and downloads, but I can't retrieve them because of the damage. Additionally, someone hacked my Google Play account and used $[redacted] in Google Play gift cards through a scam. I reported this incident after realizing I was tricked into giving the gift card numbers. I urgently need a reset for my Google account associated with phone number [redacted]. Due to my current phone being different, you can reach me by text or call at [redacted]. Thank you for your prompt assistance. - Erin J.
Reported by GetHuman-juetea on martes, 12 de octubre de 2021 7:06
I believe there is an individual using your Chrome account to access my personal accounts and spy on me. They are taking screenshots and recording my activities. I have taken it upon myself to investigate them using my phone, but it is becoming exhausting. I notice their presence everywhere, even on new accounts. The phone number associated with the account is incorrect and has been altered. I require access to my emails as there is fake Google apps and open-source software downloaded onto my phone from Google Developer. The account in question is [redacted]
Reported by GetHuman6705551 on miércoles, 13 de octubre de 2021 23:43
On September 5, [redacted], Raju, you have expressed disagreement with a decision made. Typically, it takes us slightly more than a day to thoroughly evaluate the information provided. You may revisit the status here. Presently, your Facebook account is not visible to others, and its use is restricted. The next steps entail a further review of your account. If we determine that you meet the age requirement, you will regain access to Facebook. Conversely, if it is established that you do not meet the age criteria, your account will be permanently disabled, preventing further dissent. To proceed, please log out from Raju Mallik, consider downloading your data, and adjust language preferences to English (UK).
Reported by GetHuman6648866 on jueves, 14 de octubre de 2021 14:52
I have been using Gmail for over a decade now, starting back when I wasn't very computer-savvy. Recently, after facing issues with my phone being hacked, I realized the importance of updating and securing my accounts. Unfortunately, after a series of events, including my phone getting stolen, I have lost access to my old Google account that held precious memories in Google Photos. I have tried all the account recovery options provided by Google but to no avail. I am reaching out here in the hopes that someone can guide me on how to retrieve my account and the cherished photos stored in it. I am desperate to regain access to these memories and would appreciate any assistance in resolving this complicated situation.
Reported by GetHuman6710418 on viernes, 15 de octubre de 2021 14:04
I am experiencing difficulty accessing my primary email, [redacted], which is crucial as it is linked to all of my accounts. Although I am logged into my recovery account unknowingly, I am unable to receive a code to my recovery account when trying to sign in to my original account. I have changed phone numbers since moving to a new city and only have the contact number of my current residence. This situation is urgent as I need to obtain a new birth certificate, for which email confirmation at [redacted] is necessary. I can provide any necessary information to verify my identity swiftly.
Reported by GetHuman-mcveymic on viernes, 15 de octubre de 2021 18:43
I have been unable to access my Google account for some time, which has caused me to lose access to my Instagram account as well. Despite repeated attempts to contact Instagram and Google support, I have not been successful in recovering access. I am reaching out here for assistance as I need to regain access to my old Instagram account instead of creating a new one. The email associated with the Instagram account that I no longer have access to is logan.blaesing@gmail. I believe the recovery email linked to that account was [redacted], but I am not able to add a recovery email during Google's password recovery process. Any help you can provide would be greatly appreciated. I want to mention that this email is connected to my Facebook account, which I can still access, and there are photos of myself on my Instagram account to verify its ownership.
Reported by GetHuman6712218 on viernes, 15 de octubre de 2021 21:41
I forgot the password for my Gmail account, David Jones at [redacted] After a recent factory reset on my phone where I did not save my password, I am unable to access my account. Following the recovery steps led me to a dead-end since the phone was set up as new without the Gmail account signed in. When attempting to recover using my phone number associated with the account, it redirected me to the same recovery prompts. I tried providing my name, and the account showed up along with other accounts on my phone. However, it did not progress to account recovery. How can I receive a password reset link through my phone number linked to the account? Can I provide additional information or picture ID to verify my ownership of the account?
Reported by GetHuman6714910 on sábado, 16 de octubre de 2021 22:04
I'm having trouble accessing my original Gmail account "[redacted]" as I forgot the password. I recently factory reset my phone due to a virus and did not copy the password. The account recovery process did not work after the reset as the security codes were not accepted. When I selected the option of forgetting the email and entered my name "David Jones," my account came up along with three other accounts that are not mine. The only thing associated with this account is the phone number "[redacted]." I need a one-time link to change my password as important business details like check stubs and tax information are in this account.
Reported by GetHuman6714910 on sábado, 16 de octubre de 2021 22:20
I received an email from a Gmail account informing me about a scam where individuals claim to be McAfee representatives. The scammer tried to extort $[redacted] from me and has locked me out of my computer. I reported the incident to the Police Cyber Fraud Division. The two email addresses being used for this scam are: 1. Leon Mireya <[redacted]> 2. McAfee Support <[redacted]> Please beware of these fraudulent activities. Thank you.
Reported by GetHuman6716626 on domingo, 17 de octubre de 2021 17:07
I am dealing with a fraud case and have a doctor's certificate from Doddy that I need to recover an email account that was established by a former colleague around 10 years ago. The email in question, [redacted], is crucial as it is connected to my personal diary messages and Apple iCloud photos. I need to retrieve these photos to prove a fraudulent medical certificate. Despite having two other email accounts, [redacted] and [redacted], I am unable to recover them. Please respond to me via [redacted] so I can recover my important email account. Thank you.
Reported by GetHuman6718034 on lunes, 18 de octubre de 2021 7:25
Customer Reference Number: [redacted] I urgently need assistance regarding the email address [redacted] It is crucial that I retrieve photos from Apple's iCloud. Recently, there have been reports about a fraudulent individual named Maria Powers providing fake Covid-19 vaccine exemptions. I, Natarsha Powers, received a falsified medical certificate stating I can only work limited hours. My evidence stored in Apple's iCloud disproves this false claim. If I manage to recover the email through Google or Get Human Services, legal action might be necessary. Retrieving this email is vital, or I will have to escalate the matter. Your prompt response is highly anticipated. Thank you for your help in recovering the email at [redacted]
Reported by GetHuman6718034 on lunes, 18 de octubre de 2021 9:11

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