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bbaoFlag for Australia

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Google link to report account recovery issues

hi folks,

i am looking for an official link of Google to report account recovery issues for manual review.

i know this link of Google Account Recovery Form, but this one can't help as the user can't answer most questions given by this form and simply trap in an endless loop.

as i remember, there is such a link to submit issue summary without asking secret questions and sending verification code. am i right?

thanks heaps in advance.

regards,
bbao
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masnrock
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I believe one of your options is actually to utilize a recovery email address if one was defined,
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ASKER

thanks for your reply masnrock

unfortunately, the alternative email address for email recovery is not an option here, otherwise the user won't need to look for such a link.
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masnrock
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> Based on what you're describing, I think you're literally out of options.

mmm... as the very last resort.

> Google makes it basically impossible to actually reach a customer service person.

yeah, commonly we just talk to a machine behind the page of Google Account Recovery. but as per the how-to article here, it seems Google does provide support via live chat or phone call.
That applies to some, not all Google services. If you try that for Gmail and most of the other services, there is no "Contact Us" option. However, Play (which the site shows) and Pixel Phone do have "Contact Us" options. But those are also 2 services where there is really no way Google could get out of having actual support.
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ASKER

Yes, the thing looks like that, but I am still open for more opinions simply because I think Google should have a "manual door" for their Gmail users as its robots don't work very well in recognising real ownership of Google accounts.
I agree that they should, and supposedly there are some scenarios where you get an option to be able to submit an email for support. However, I've yet to ever see any of those cases (and that's considering I've had my Google account for 13 years).

But even then, 15 years ago, I had to contact AOL to recover access to a Netscape account. I still had to answer questions.

What exactly does the user have? Was any recovery information ever set up (phone number, secondary email, etc)? Verification codes are the backup codes that you can print from Gmail. Does the user having anything that would be tied to the Gmail account, like an Android phone? Based on what you're mentioning, it sounds like the person is stuck.
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ASKER

> What exactly does the user have?
> Was any recovery information ever set up (phone number, secondary email, etc)?

2nd email address was set up but is no longer accessible now.

> Verification codes are the backup codes that you can print from Gmail.

no way to receive the verification code.

> Does the user having anything that would be tied to the Gmail account, like an Android phone?

yes, one mobile device still receiving messages from the account to be restored.

> Based on what you're mentioning, it sounds like the person is stuck.

a typical case for users who forgot the password as it has been saved on multiple devices and no longer needed for signing in, hence no longer cared to associate cell phone and/or 2nd email address until the incident occurred. the same story repeats everyday and everywhere.
a typical case for users who forgot the password as it has been saved on multiple devices and no longer needed for signing in, hence no longer cared to associate cell phone and/or 2nd email address until the incident occurred. the same story repeats everyday and everywhere.

This is also why so many people unfortunately end up losing accounts. It's not for a lack of mechanisms as much as it is a lack of people opting not to use them. Sadly, only so much to be done.

So my guess is that they user never put in their current mobile device number into their Gmail account for recovery purposes? (Trying to think of some of the very few possibilities remaining here). And I'm guessing the secondary email address was tied to an old employer, hence they have no shot at reobtaining that.

Is the user able to access Gmail from their phone's web browser? If so, then there is the possibility of updating settings that way and giving a chance at recovery!
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ASKER

> So my guess is that they user never put in their current mobile device number into their Gmail account for recovery purposes?

i believe it was the fact.

> I'm guessing the secondary email address was tied to an old employer, hence they have no shot at reobtaining that.

i think so, too.

> Is the user able to access Gmail from their phone's web browser?

pending reply from the user.

> If so, then there is the possibility of updating settings that way and giving a chance at recovery!

yes, hopefully. but it really depends on the browser in use. if it is Firefox or Chrome AND the user accepted to save password before, this can be done, otherwise the it is just the valid cookies keeping the authenticated status and they can't used to retrieve password.
Check to see if the user can do this on their mobile device:

Go to Settings > Personal > Google (some devices like mine it's Settings > Google, while on others you'll see a Google Settings app on the device)

Hopefully you'll come to Sign-in & Security, where you can change some of the exact things that I was discussing. And that won't require usage of the browser
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ASKER

> Hopefully you'll come to Sign-in & Security, where you can change some of the exact things that I was discussing.

do you mean the user can change his Gmail password there on the device without giving the existing password again (a common security practice) on an Android device?

thanks heaps for your prompt replies and continued help.
I'm not sure if they'll be able to change their password (because it might depend on knowing the old one), but the users should at least be able to update items such as the secondary email address, recovery phone number, etc.

Potential bad news: I just tried to see on my mobile device if I could update anything, and the phone started prompting for my password. Looks like it is going to be browser dependent... hopefully they have their password saved in the browser!
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ASKER

> I just tried to see on my mobile device if I could update anything, and the phone started prompting for my password.

yes, a common security practice.

> Looks like it is going to be browser dependent...

yes, as discussed above.

> hopefully they have their password saved in the browser!

it looks like the next turn is the God, hehe. :)

that's basically why i am looking for the official link to access Google team, as the very last resort before handing over the case to the God. :)
Is this gmail.com or a G Suite account?
> Does the user having anything that would be tied to the Gmail account, like an Android phone?

yes, one mobile device still receiving messages from the account to be restored.

Give details of the mobile device.
I think that this question should be deleted instead.

The author is an expert and he knows the official way and he just wants to look for the official link to access Google team but there is no way to do so.
Actually, the lack of a mechanism was discussed in the first few comments. However, Wikihow had a link that could easily be interpreted that there was a way for Gmail, even though there isn't one. The conversation really continued for as long as it did because of attempting other ways of getting access to the account, but the user forgot their security questions, no longer had access to the backup email account, and did not have their current mobile number as a recovery option for their account. So the person had struck out all around. That's why I opted for the closure, but I think it would be more ideal if the OP himself actually closed the question as he felt appropriate.