Google Customer Service Issues

Archive 196

The following are issues that customers reported to GetHuman about Google customer service, archive #196. It includes a selection of 20 issue(s) reported June 18, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
We created a new Gmail account for work purposes, but unfortunately, we don't have access to the password. The account is linked to our company Instagram, and the person who set it up also created a separate password for Instagram. However, we are unsure of the identity of this individual, leading us to believe it was a former employee. We are unable to access our Instagram account as we do not have the password. Although I can reset the Instagram password, the reset email is sent to the Gmail account we cannot access. No one knows the Gmail password or any previous passwords associated with it. We are also unaware of the account creator's name or any identifying information. It has been challenging to receive assistance from Instagram for access. Any guidance or support from Google or Gmail to help regain access would be greatly appreciated as our primary goal is to regain control of our Instagram account. Thank you.
Reported by GetHuman6216417 on शुक्रवार, १८ जून २०२१, सुबह ९:०६ बजे
Yesterday around 5 pm, when I was about to upload a Youtube video, I noticed my profile picture and name had changed, and someone uploaded a video on my channel that wasn't mine. Realizing my account was hacked, I tried to secure it by enabling 2FA. However, when verifying my phone number, an error message appeared, so I reloaded the page. After the reload, I found myself logged out. Despite my attempts to log back in using my original password and other recovery methods, including reaching out to the hacker via Gmail and Youtube, I didn't make any progress in recovering my account.
Reported by GetHuman6214288 on शुक्रवार, १८ जून २०२१, शाम ५:३१ बजे
I have lost access to my Google account because my only signed-in device is missing. Despite entering the correct password, Google requires me to verify my identity through another device. I attempted the "try another way" option numerous times, but it only prompts me to confirm via an old phone number I no longer use ([redacted]). I was able to use an alternate email ([redacted]) once for recovery but lost progress when switching accounts. Now, Google only suggests recovery through the old phone number, which I can't access. I need assistance to recover my account via my recovery email ([redacted]). Thank you. You can contact me at [redacted] or through [redacted] -Mark Nordahl
Reported by GetHuman-marknord on शनिवार, १९ जून २०२१, सुबह ४:२८ बजे
I accidentally misplaced an important email in a folder or label on Gmail. However, I cannot find it even after checking the folder. I tried seeking assistance through the help option on the website, but it was not useful. I also called a provided phone number, [redacted], but did not receive the necessary help. Unfortunately, the option to chat with a live person led me to experts who charge fees, which I cannot afford. I wish Google/Gmail offered a free chat service. If anyone can assist, please contact me at [redacted]. As a senior, I struggle with technology and would greatly appreciate retrieving and restoring the lost email. Your help would mean a lot to me. Thank you.
Reported by GetHuman5527815 on शनिवार, १९ जून २०२१, शाम ६:०० बजे
Good afternoon, I encountered an issue with my Gmail account related to playing a game called Mobile Legends back when I was in 5th or 6th grade. I used this account to play and progress in the game, acquiring new heroes. Subsequently, I lost interest in the game, deleted it, and sold my phone in preparation for a new one as I entered 10th grade. Now, I wish to revisit my old Mobile Legends account, but I have forgotten the password. Unfortunately, I do not have a recovery email or phone number associated with the account anymore. The email address linked to the account is [redacted] I seek assistance in recovering access to this old Gmail account. Thank you for your attention.
Reported by GetHuman-tancongc on रविवार, २० जून २०२१, सुबह ७:१० बजे
On January 28, [redacted], I received my VISA bill and noticed a charge of $98.27 from Google*AffinitasGMBH InternetCA on January 12, [redacted]. Despite numerous attempts, I couldn't log in to my account with Silver Singles. After multiple unsuccessful calls, I left a message but never received a callback. In my letter dated 3/17/21, I requested clarification on my account status and a resolution to this issue. Contact me at the email provided to address this ongoing problem. Silver Singles advised me to reach out to you for payment concerns. They suggested the payment might have gone to [redacted] or [redacted], although I registered on justfolkinaround. Please resolve this swiftly as it's been unresolved since June 20. Let's fix this promptly to move forward. Thank you.
Reported by GetHuman-joyrieme on रविवार, २० जून २०२१, सुबह ८:५७ बजे
I am having trouble filtering emails from a specific sender based on certain words in the email text. I followed Google's instructions by selecting "filter messages like this" after opening an email from the sender and typing all the words in the "has the words" section. However, this method has been inconsistent, with some emails being filtered correctly while others are not. I also tried adding OR between the words, enclosing each word in quotes, and reducing the number of words to 5 to see if that would help, but the issue persisted. I even changed the sequence of the words with no improvement. I am unsure why this filtering method is not working properly. Can anyone offer assistance or suggestions to solve this problem? Thank you.
Reported by GetHuman6227940 on सोमवार, २१ जून २०२१, सुबह ९:३९ बजे
I recently reset my phone and realized I had set up 2-step verification without a backup method. Now I can't access my account because I don't have the verification code. I didn't link a phone number or secondary email for recovery. I believe my phone was a trusted device, but I'm not certain. I've tried the recovery options - entering forgotten codes, messaging my inaccessible email, and answering security questions. When I chose the security questions, they prompted me for codes I don't have, leading me back to the email I can't reach. They stated they couldn't confirm my identity. I remember details like the old phone number, recent passwords, and even birthdate changes. I'm willing to pay for help even though I'm a student with no money. I've had this email for 8 years, and I can gather the required information.
Reported by GetHuman-kenheart on सोमवार, २१ जून २०२१, दोपहर ११:५० बजे
I have been struggling with this issue for hours following your notices and computer instructions with no success. I need to speak to a customer service representative to resolve this problem. I am eager to return to work, but my frustration has reached a boiling point and I am becoming increasingly angry. Your attempts to send emails to my Outlook account are not addressing the root of the issue - Google is the problem, and I require assistance from a live person. I was placed on hold, only to be disconnected. I have tried following your computer instructions to no avail. While a private IT individual provided some initial help, Google continues to disrupt my ability to use various programs and tools. I do not want another email response, as I doubt it would be effective anyway. I am in desperate need of speaking directly with a knowledgeable individual who can assist me promptly. My experience with Google customer service has been extremely negative. Is there even a functional customer service department at Google?
Reported by GetHuman-pfarinac on सोमवार, २१ जून २०२१, दोपहर ४:४८ बजे
I am experiencing issues with Google Chrome on my Android device. There is an error message related to a background task crash involving the hotword models. The crash seems to be caused by multiple entries with the same key. The error trace indicates problems with the code execution and points to an IllegalArgumentException. The issue appears to be with the hotword data files conflicting. The error message provides details of the specific tasks and classes involved in the crash.
Reported by GetHuman-galiagal on मंगलवार, २२ जून २०२१, सुबह ५:५५ बजे
I recently discovered charges on my bank statement from Google Ads amounting to MYR [redacted].00. I had never interacted with Google Ads before this notification. After investigating, I found that 7 videos were scheduled for promotion without my knowledge, incurring various daily charges. My Google Account had only been used for a YouTube Premium subscription at student pricing, and I had no idea it was being utilized for advertising. Despite having two-factor authentication active and being the sole user of the account, unauthorized campaigns were set up using my verified debit card. I did not receive any communication from Google Ads regarding these activities in my Gmail, and I was shocked to see the accumulated charges of MYR 2,[redacted].00. I am certain that I did not authorize or engage in any advertising on Google Ads. I am seeking a refund for these unauthorized charges and hope for a prompt resolution. Thank you.
Reported by GetHuman-justlim on मंगलवार, २२ जून २०२१, शाम ७:०१ बजे
I've been experiencing issues with accessing several of my Google accounts. The following accounts need to be closed down: Shriver John [redacted] with a past password of William [redacted], shriverJohn [redacted] with a possible last password of Williams [redacted], and [redacted] I suspect these accounts are being hacked. For security reasons, I've decided to keep only Shriver John [redacted] open. I've noticed unauthorized activities on these accounts and missing rewards and money. If possible, I would like any funds or rewards transferred to Shriver John [redacted] I'm facing continuous hacking problems and not receiving important emails or rewards. Thank you for your assistance in resolving this issue.
Reported by GetHuman-shriverj on मंगलवार, २२ जून २०२१, शाम ७:२३ बजे
Hello, I recently had to factory reset my smartphone on 3rd of June [redacted] due to the screen freezing, which led to me being signed out of all my accounts, including Google/Gmail. Unfortunately, I can't remember the passwords for any of my accounts due to two-factor authentication. Even though I have backup codes saved in photos linked to my email, and I can receive verification codes on my recovery phone number, the process is looping back to the lost email account for verification, making it impossible for me to access. I'm unable to provide alternative contact information for recovery purposes. This situation is urgent for me as I need to reconnect with my colleagues, friends, and family during the pandemic, and I can't access my online lectures or even contact my college authorities as my Zoom account and contacts are tied to my email account. Your prompt assistance in resolving this issue would be greatly appreciated. Thank you, S.M.
Reported by GetHuman-iamshifa on बुधवार, २३ जून २०२१, सुबह ४:५० बजे
Hello, unfortunately, my Google account at [redacted] has been compromised. I have been locked out of the account as the password, recovery email, and phone number have all been changed. I am willing to provide any verification necessary to prove that the email and associated accounts belong to me. I suspect the person who has accessed my account might be using my personal information and Google photos for malicious purposes. I kindly request assistance in regaining access to my Google account along with Gmail, Instagram, Google Photos, YouTube, and any other linked accounts. In the meantime, I have created a Yahoo Mail account as a precaution against further compromise of any Google-related accounts. I am thankful for any help that can be provided. Thank you in advance.
Reported by GetHuman-ezramage on बुधवार, २३ जून २०२१, सुबह ५:५० बजे
After leading an amateur radio license exam team for five years, I recently transferred the responsibilities at the age of 83. I set up a Gmail account to manage exam applications, but inadvertently used a date that categorized the account as juvenile. The new leader attempted to correct this by changing the date and password without success. We aim to use the email address [redacted] with the password W3ckvteam, as it is linked to the exam applications. Any assistance in changing the birth date to reflect an adult account would be highly appreciated. Thank you for your help.
Reported by GetHuman-reharley on बुधवार, २३ जून २०२१, रात ११:५५ बजे
I own a Google Pixel 4, and I'm experiencing an issue where the phone unlocks itself when I place it into sleep mode, even though I haven't intended for it to unlock. This results in unnecessary battery drainage during my long hikes. I have already adjusted settings like turning off "Screen Attention" and not saving "Face Unlock," but the problem persists. I would like the phone to remain in sleep mode for at least 30 minutes after the screen times out, and only wake up when I intentionally tap the screen or press the power button. By keeping the phone in sleep mode until I choose to wake it up, I aim to conserve battery and avoid the inconvenience of repeatedly using my passcode. If anyone has suggestions on how to resolve this issue and achieve my desired settings, I would appreciate your advice. Thank you for your help.
Reported by GetHuman-dougmjon on गुरूवार, २४ जून २०२१, रात २:११ बजे
I am unable to access my Google Account as I lost my password and recovery email. I kindly request help in recovering my email as it is important to me. Please resolve this issue promptly. I am having trouble accessing my account and need assistance in recovering my Google email. Thank you for your help.
Reported by GetHuman6244337 on गुरूवार, २४ जून २०२१, सुबह ९:११ बजे
I am unable to access or log in to my Google Account because I lost my password and the recovery email associated with it. I kindly request assistance in recovering my email since it is crucial for me. Please resolve this issue promptly as your help would be greatly appreciated. I am having trouble accessing my account and need help recovering my Google email address, [redacted] Following a recent software error on my phone, which required it to be reset, I am now unable to sign in to my Gmail account or the associated recovery account. Google is not recognizing it as my account. Please assist me in recovering my account as it is urgent. For any communication regarding this matter, you can reach me at [redacted] Thank you.
Reported by GetHuman6244337 on गुरूवार, २४ जून २०२१, सुबह ९:१३ बजे
I am unable to log in to my Google Account because I have lost my password and access to the recovery email. I kindly ask for assistance in recovering this email as it is crucial to me. Please address this matter promptly. I am having trouble accessing my account; your help in regaining access to my Google email address, [redacted] would be greatly appreciated. In addition, my temporary contact email for communication is [redacted] Recently, my phone experienced a software issue and was reset by a service center. Since then, I have been unable to sign in to my Gmail account or the recovery account. Google is not recognizing my account, and I urgently need to regain access. Your support in recovering my account ([redacted]) is vital.
Reported by GetHuman6244337 on गुरूवार, २४ जून २०२१, दोपहर १०:०० बजे
It appears that multiple Google accounts have been accessed and linked without my permission, allowing someone to perform a "Google Takeout" and access my data, causing immense distress and embarrassment. This unauthorized access has led to the misuse of my information and even the takeover of my phone number. I have tried numerous methods to stop this intrusion to no avail. This ongoing situation has left me feeling helpless and distraught, impacting my mental well-being. Urgent action is required to rectify this breach and regain control over my accounts and personal information. Thank you.
Reported by GetHuman-nanalare on गुरूवार, २४ जून २०२१, शाम ५:३४ बजे

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