May 16, 2009 7:19 PM Subscribe
Asking for a friend: trying to solve a Gmail lockout issue.
posted by kalapierson to computers & internet (9 answers total) 5 users marked this as a favorite
I have a Gmail acct but I haven't used their site/interface much myself, and I don't see how I can directly help her solve this or troubleshoot.
She's extremely upset because her acct contains only-copies of several years of her email (!). (To me this is the biggest issue with online services, for most users -- no instinct to back up data offline if it's perceived as being safely stored by a big company.)
It sounds like a third party discovered her password and then changed the password, the security question, and possibly the address book.
1) Her usual password didn't work for login.
2) After a requested wait period (no access attempts for 24 hrs), she came back and answered her security question, which she's 100% certain she answered correctly; no luck.
3) Next step was a "report" in which she was asked to name some email addresses in her address book and some labels she uses, which she did correctly.
4) She heard back fast: "We've completed our investigation and cannot return your account at this time. We were unable to verify that you own this account based on the information you provided."
5) She completed another report, but she had no further info to submit beyond what she'd already supplied in the first report, and she hasn't heard back.
Given Gmail's scale, I'm not surprised this process needs to be automated, but there must be ways to escalate or contact a human about it, right?