Lost in Space? Gmail Customers Lose Acct due Inability to Update New Mobile *'s and Change Passwords.

GetHuman1485339's customer service issue with Google from November 2018

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The issue in GetHuman1485339's own words
Sign into my gmail account ... Google Email - *****@***.com **Please help me by updating my cell phone * on the account so I can get a verification code and **Old * was: *** *** *****New * is: *** *** **** **-OR-**Change my password for me and send me the password so I can get into the account.**If doing both is necessary please do that. * *I can't verify my email or change my password because my cell phone number has changed so I can't get the text code. I get a code at my backup email but when I enter it it tells me they are assigning this to a support person. Then they email me to tell me that they don't believe its my account. My name is in the email address: ILA.**I need to sign into this email please to retrieve files: *****@***.com**My security question is: Where do we play and the answer has to do with embroidery or sewing, it might even be the name of a company Janome, but it won't accept my answer. I can't remember the exact answer - I took a screen shot when I created the account, but had a crash and its now gone. **My new cell phone * is *** *** **** - I had to change providers and could not keep the old number which was: *** *** ******I last changed my Password on **-**-** at **:**:** from this password: nottelling** to a more secure one. The last * of the new password are OLD@* **I know I logged into this account, on this computer, a HP Satellite, its the only one I have, and added it to my main gmail address within the past * to * months. That address is the one I will put in the spot below. *****@***.com **I logged into *****@***.com to retrieve a file I needed and that was when I found out I did not need to keep them separate and could add it onto my main account which I did.**I can send a list of some of the file folder names in the account if you need those to further prove its my account. I can't think of what else I can do to prove it.**If you would please reset my password, and or change the cell phone number or whatever you can do so I can get into the account again, please do so. I would be so very, very grateful.**Thank you so much for your time.**Respectfully,**Ila in Maine
Mobile Phones break, People change carriers to save money - Carriers don't always allow you to port your number to your new phone. Since they don't allow us to contact Google directly, they need to allow us to obtain access to updating our phone numbers, change our passwords ourselves.
Accepting the code they sent to my backup verification email - instead of telling me * days later that they don't believe its my account. Allowing the owner of the account to change their mobile phone number themselves, and change their password, if they have their old one, which I do. LOOK at the email address in my case - I have a very unique first name and its part of the address.
I have been using gmail since you had to have an invite to get a gmail account, way back when dinosaurs roamed the earth (or so it seemed). I was given * invites to send out when I got my account. This is truly the first issue I've ever had.
I've gone through every step at the Google Help Center, all the steps at the Tips to complete Account Recovery and always I am told they are assigning this to a support specialist. * days later, another email telling me that they aren't convinced its my account.
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Google

Gmail
Customer service issue
Reported by GetHuman1485339
Nov 3rd, 2018 - 3 years ago
Fixed
Seen by 16 customers so far
Similar issue to 14064 others
0 customers following this
Items needed
Phone Number on Account
Account Number
Name of Account Holder
Date of Birth
Email on Account

Timeline

GetHuman1485339 started working on this issue
Nov 3rd, 2018 9:31pm
GetHuman1485339 indicated the issue is not fixed yet.
Nov 3rd, 2018 9:35pm
GetHuman1485339 shared this issue with others over email
Nov 3rd, 2018 9:37pm
GetHuman1485339 shared this issue with followers on Twitter
Nov 3rd, 2018 9:56pm

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