Google Customer Service Issues

Archive 159

The following are issues that customers reported to GetHuman about Google customer service, archive #159. It includes a selection of 20 issue(s) reported February 15, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am unable to access my original email, [redacted], after losing my phone last year without saving the password. My recovery email, [redacted], also became inaccessible when I lost my phone. I created a new email since then, but I need to retrieve important photos and documents from my original email. Although I managed to uncover the password for my recovery email, I suspect it might be locked as I am encountering difficulties signing in to the Gmail app. It prompts me to enter my email, password, and verification letters, but after I submit, it refreshes claiming an error. I am appealing to the Google team for assistance.
Reported by GetHuman4363595 on शनिवार, १५ फ़रवरी २०२०, दोपहर ४:५४ बजे
I'm Joanne Ingerson and I've been struggling to remove my outdated email address from my account. Despite efforts to change it, I keep getting directed to unhelpful help desks. The old address, [redacted], hasn't been active for years. Although I added my current email, [redacted], the system still recognizes the old one as my main contact. I would appreciate your assistance in removing the old email and setting [redacted] as the primary one.
Reported by GetHuman-jbingers on शनिवार, १५ फ़रवरी २०२०, शाम ६:५९ बजे
I have been using Google services for years and recently I noticed erroneous charges on my bill from the past year. There are 7 charges of $12.99 each for a game called Qizmo, which I deleted after a month of usage. However, I am being billed for the subsequent six months despite not using the app at all. I am usually prompt with payments but these extra charges are not acceptable. I would appreciate Google's assistance in resolving this issue. Please contact me at [redacted] for reimbursement or reach out to me at [redacted] for PayPal transactions. My phone number is [redacted].
Reported by GetHuman-bigmajac on शनिवार, १५ फ़रवरी २०२०, रात १०:१७ बजे
On February 12, my Snapchat account was hacked by someone using a different Gmail than mine. They successfully changed both my email and password linked to the account. Although I received an email from Snapchat a few hours later stating that I had regained access, today, at 8:00 am, I discovered that the same person had also changed the passwords for my Quickmemo+, Google Play Services, and Google account. This time, they altered the recovery email and phone number to theirs, leaving me unable to recover my accounts. As a 17-year-old, pursuing legal action is not a viable option for me. I've had this account since 8th grade, and it holds crucial information, especially for an upcoming internship where I provided this email as my contact. Despite my efforts, I am struggling to regain access and truly need assistance.
Reported by GetHuman-theteri on शनिवार, १५ फ़रवरी २०२०, रात १०:१९ बजे
I acquired this residential landline number ([redacted]) seven years ago. The previous owner seemed to have had a landscape business possibly listed with Google. I keep receiving numerous calls daily requesting to list my non-existent business on Google. Despite multiple attempts to opt-out by pressing the designated number, the calls persist. I even spoke to a representative who abruptly ended the call when I explained the situation. These calls are disturbing an elderly lady under my care, causing her distress. Kindly assist in removing my number from Google's business listing or guide me to the appropriate contact for resolution. Contacting Google directly has proven ineffective despite numerous attempts. Your prompt attention to this matter is greatly appreciated. Thank you. Laura.
Reported by GetHuman-ljmerlyn on सोमवार, १७ फ़रवरी २०२०, शाम ६:०१ बजे
I need assistance reactivating my business Google account that was suspended when I tried to change the name from OnPoint Property Group to OnPoint Property Realtors. Google suspected fraudulent activity and locked the account. After multiple unsuccessful attempts to address this and even opening a new account, which was also suspended, I am at a loss. I urgently need to resolve this issue as our real estate business relies heavily on our Google account for our website. Any guidance on how to reach the right person at Google to resolve this matter would be very much appreciated. Thank you for your help in advance.
Reported by GetHuman-jkinzle on सोमवार, १७ फ़रवरी २०२०, रात ८:१७ बजे
Hello, my name is Devendra Kumar Pandit, and I am unable to access my Gmail account, [redacted], as I have forgotten the password and the reset attempts have been unsuccessful. Despite creating the account on my mobile, I am still unable to recover it using the same device. I have been trying to retrieve it using the mobile number associated with the account, [redacted], but have not been successful in receiving the OTP. I also have a YouTube channel named Devendra Tiger linked to this Gmail account. I kindly request assistance in resetting the password and regaining access to my account. Thank you. - Devendra Kumar Madhopur, Gopalganj, Bihar, India, [redacted][redacted]
Reported by GetHuman4371002 on मंगलवार, १८ फ़रवरी २०२०, सुबह ५:०४ बजे
Dear Lily, I am very disappointed with the ongoing issues regarding my Google account recovery attempts. Despite providing the account creation date of [redacted], as well as my recovery phone number and email (which the hacker has since changed), I continually receive automated emails stating that ownership verification is not possible. I urge you to thoroughly investigate this matter to prevent the hacker from further unauthorized use of my account. If this issue is not resolved promptly, I will have no choice but to escalate it legally and file a formal complaint. I have consistently tried to recover my account over ten times without success, facing only automated responses from Google. I still possess the mobile phone I originally used to sign in, an Honor 10, with the compromised account being [redacted] and the previous recovery email as [redacted], along with the recovery number +[redacted]78. I kindly request a thorough investigation by your IT or security team to restore full access to my account. If additional information is required to verify ownership, please let me know. Awaiting your prompt attention to this matter. Yours sincerely, Said Shaikh Baanow
Reported by GetHuman-sayidshb on मंगलवार, १८ फ़रवरी २०२०, सुबह ७:२८ बजे
I am the owner of three businesses: 1. Flower World Northridge in Northridge, CA. 2. Rose Bears Los Angeles, a website selling teddy bears covered in artificial roses. 3. Porto Blender, a dropshipping website for portable smoothie blenders. Unfortunately, once I launched Porto Blender, my Google Ads accounts for all three businesses were suspended for "suspicious activity." I have tried using various payment methods, including my flower shop credit card, my brother's credit card, my debit card, and my bank account, but the issue persists. I am requesting assistance in reactivating my accounts so that my ads can run again successfully. Thank you for your help.
Reported by GetHuman-zubairak on मंगलवार, १८ फ़रवरी २०२०, शाम ७:२६ बजे
I requested assistance to recover my email. AJ suggested buying a Google Play Store card with my debit card, but my local 7-Eleven doesn't allow debit card purchases for such cards. AJ advised using cash instead. After buying an $80 card, I shared the numbers with him and was told he'd call back in a minute. After an hour of waiting, I called and was informed that AJ was working on it. Two hours passed before I followed up, only to have three calls disconnected. On the fourth try, the manager explained that AJ was new and I couldn't get a refund as they needed debit card verification. Now I'm stuck with a $80 card I don't need and no way to retrieve my money. They suggested borrowing $[redacted] to use my debit card for verification, but I have no one to borrow from and doubt I'll see a refund. Feeling scammed, I'm instructed to wait until tomorrow, but I'm skeptical. Contact me via my wife's email since I can't access mine. -RC
Reported by GetHuman-bagonya on मंगलवार, १८ फ़रवरी २०२०, रात ११:५० बजे
Hello Google Service, I would like to report that my friend's Gmail account, [redacted], has been blocked. It is essential for him to regain access as he urgently needs to send and receive important work-related emails, including some from international contacts. His entire work-related contacts and photos are stored in this Gmail account. Your prompt assistance in recovering his account would be greatly appreciated, allowing him to resume work without any delays. For further inquiries, please contact him at [redacted]. He would be very grateful if you could unblock his Gmail account. Thank you.
Reported by GetHuman4336787 on बुधवार, १९ फ़रवरी २०२०, दोपहर १:१५ बजे
I have two primary Google accounts: [redacted] and [redacted] Both were hijacked last July, and the recovery phone numbers and email addresses were changed. The recovery information now on [redacted] doesn't seem familiar, but on [redacted], the recovery email was switched to [redacted] I suspect Louise Botha is involved in hijacking my accounts. I usually logged in from 58 Blesbok str, Brakenhurst, Alberton, [redacted], Johannesburg South, Gauteng, South Africa, using a Samsung S6/S7 or a Mobicel R1. My [redacted] was created in [redacted] when my mom made it for me before the World Cup in South Africa. I also shared early emails with Lauren, my aunt who works for Wilson Stone. These accounts are crucial as they contain my contacts, banking details, IDs, school reports, personal messages, and necessary school information for online studies. I urgently need to regain access to them to continue my education. Your prompt assistance in resolving this matter would be greatly appreciated.
Reported by GetHuman-sianarud on गुरूवार, २० फ़रवरी २०२०, सुबह ५:४९ बजे
I received a call from [redacted] claiming to be Google Business, but it was a robo-call. After being targeted multiple times, I waited for customer service to remove me from their do not call list. Once on the line, I was addressed as "Sunshine" or a relative business name, which was not associated with my phone number. When I clarified this, they promptly disconnected the call. The outbound customer service actions appeared unprofessional and possibly fraudulent, like a scam using Google Business as a disguise. I wanted to share this experience as it seemed suspicious. Upon calling back to complain, I was put on hold for over 5 minutes and given the option to be removed from their internal calling list, not the national do not call list. Just a heads up, thank you.
Reported by GetHuman4384321 on शुक्रवार, २१ फ़रवरी २०२०, रात ८:४९ बजे
Today on my YouTube channel, I clicked on the floating banner to switch my Standard Brand account to the new version of YouTube. Once the channel reloaded in the new format, the comment sections of all videos on the entire site disappeared from my account. Despite trying everything to resolve this, including checking settings, logging in and out, and changing from mobile to desktop, the issue persisted. As a dedicated Kpop fan who relies on YouTube for music video views and voting purposes, this technical glitch jeopardizes the participation of Kpop artists in digital awards that require valid logged-in comments. The lack of communication about this problem is concerning, and many fans and creators may migrate to alternative platforms if it persists. It's crucial for Google and YouTube to address this promptly to avoid losing a significant portion of their user base.
Reported by GetHuman-cgintx on शनिवार, २२ फ़रवरी २०२०, रात ८:३१ बजे
Today, on my YouTube channel, Impure Willow, I clicked on a banner to switch my Standard Brand account to the new version of YouTube. After the channel reloaded in the new format, all comment sections on videos disappeared from my account. I checked the settings, logged in and out multiple times, switched between mobile and desktop, and even set everything to private and back to public, but the issue persisted. As a consumer, I am unable to fix this technical problem on the YouTube website. I am requesting that Google or YouTube employees investigate this issue regarding the inability to communicate between YouTube users post-upgrade. Additionally, I am asking for a statement explaining the glitch or bug along with a timeframe for resolution. Despite following all YouTube Help Desk instructions, including troubleshooting steps and reading similar comments from others, I lack the capability to correct YouTube code or debug a Google product.
Reported by GetHuman-cgintx on शनिवार, २२ फ़रवरी २०२०, रात ९:०९ बजे
On 2/21/20, my phone was stolen. When I tried to use my sister's phone to access my account and retrieve a phone number from a contact saved on my Google Drive, I found out that the person with my stolen phone changed my Google account password. Despite my active phone service, the thief gained entry into my Gmail account, accessing my text messages and intercepting any verification codes Google sent. After correctly answering security questions and entering a code from my backup email, the system locked my account due to too many failed login attempts. It mentioned that a technician would review the case, leading to a 3-5 business day wait for a response. I urgently require access to my contacts, files, media, and notably, my calendar. Missing four apartment viewing appointments due to this issue has been inconvenient. I have already suspended my phone service. How can I regain control of my account?
Reported by GetHuman-abrites on रविवार, २३ फ़रवरी २०२०, दोपहर २:०३ बजे
When searching for ACCESS Florida, the address that shows up is 1 S Pine Island Road #[redacted], Davie, Florida [redacted]. However, this is not the correct location, as it is actually a residential address. The office is in Coral Springs, not Plantation. This misinformation causes frustration for visitors who end up in the wrong place. I have contacted ACCESS Florida, and they mentioned that Google is responsible for updating the address. Your assistance in resolving this matter is appreciated. Thank you, Patty Villalobos
Reported by GetHuman4392311 on सोमवार, २४ फ़रवरी २०२०, शाम ६:४४ बजे
My phone reset, and I forgot my Google password during the setup. I tried to recover it through text, but I couldn’t receive it as the phone was still setting up. Luckily, I had a backup email connected. After entering my last password, I got a recovery code on the backup email. Despite that, I was denied access due to not being able to prove my identity. I created a new Gmail on my sister’s phone to proceed. However, when trying to use the backup option, it said I didn’t have access to my phone, which I did. Frustrated at the password requirements, I’ve had to make numerous Google accounts. Google's stringent password rules made it difficult, causing me unnecessary stress and frustration.
Reported by GetHuman4392722 on सोमवार, २४ फ़रवरी २०२०, रात ८:३३ बजे
I am having issues with my HP Laser Jet Pro [redacted] MFP connecting to my Google account for scanning to email. It was working fine two days ago, but now it's saying the account information is incorrect, even though it hasn't been changed. I suspect Google may have implemented some new security measures for Android systems recently, causing the connection problem between the printer and my Google account. Despite checking and enabling third-party apps in my Google account settings, the scanning feature still won't connect. Are there any simple fixes for this, or could you provide guidance on which settings to adjust to resolve this issue?
Reported by GetHuman4393579 on मंगलवार, २५ फ़रवरी २०२०, रात १२:२५ बजे
I'm experiencing an issue with my reviews on the Play Store disappearing and am seeking clarification. Despite always leaving ratings and reviews for apps, many of them are not showing up or are being removed entirely. I've heard rumors about developers manipulating reviews, but I believe only Google should have the authority to remove them. The missing reviews include both positive and negative feedback, and I haven't violated any review policies. I'm frustrated with the lack of explanation for why this is happening and have been unable to contact Google for assistance. I wish for transparency regarding the removal of my reviews to validate my opinion. If anyone has insight or advice on this matter, I would greatly appreciate it. Thank you for your time.
Reported by GetHuman-jflmigg on बुधवार, २६ फ़रवरी २०२०, सुबह ४:२९ बजे

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