For my email address *****@***.com: Approximately six days ago, I was prompted to chang...

GetHuman-alicedi's customer service issue with Google from June 2018

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The issue in GetHuman-alicedi's own words
For my email address *****@***.com: Approximately six days ago, I was prompted to change my google password when I was using web-based gmail on the browser on my cell phone (Samsung phone with Metro PCS). I entered a new password that was a variation on my usual password, which is Teddylove followed by * digits. When I went to my google app on the phone (and later my Dell laptop) I tried to enter the password I thought I had changed it to. But I got a message saying that it was an invalid password. So I thought, well maybe I made a mistake. So I guessed at the different things I might have changed it too and also thought about what typos I could have made while typing the new password on my cell phone. This is a huge problem for many reasons. My cell phone changed recently and Google has my old number on file - I do not have access to that old phone number any longer. Also, the alternate email account that Google has on file for me is also an old email address to which I no longer have access. I believe I opened my Google account in November ****. **I am currently able to access my web-based gmail on my cell phone using the browser (but who knows for how long. I know I could prove that this account is my account and would offer any documentation I have, answer any questions, if I could just talk to somebody at Google or otherwise someone who can help me. **I am desperate because my life is in my Google Drive - It basically is my desktop. It has all of my school work. Also, I value my many thousands of saved personal emails dearly - The idea of losing all of this information about MY life is extremely upsetting. **To be able to continue communicating, I have opened up a new gmail account so that I can communicate on my laptop. The new gmail account I opened is Alice.D*****@***.com. However, at this time, I can still reply to emails coming in to my *****@***.com address since I am able to access the web-based version on my cell phone. However, I cannot access my google drive and this is very detrimental to my work and school, as all of the work I need for research and classes is on my google drive. **I have tried many combinations for my password for alicealice****, and I don't know what else to do. Please, can you tell me who can help me? **Thank you.*Alice Dietz*ph-***-***-****

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Customer service issue
Reported by GetHuman-alicedi
Jun 4th, 2018 - 3 years ago
Seen by 9 customers so far
Similar issue to 182 others
0 customers following this
Items needed
Phone Number on Account
Account Number
Name of Account Holder
Date of Birth
Email on Account


GetHuman-alicedi started working on this issue
Jun 4th, 2018 6:15pm
GetHuman-alicedi indicated the issue is not fixed yet.
Jun 4th, 2018 7:17pm
GetHuman-alicedi indicated the issue is not fixed yet.
Jun 5th, 2018 11:53pm