Tips to complete account recovery steps

If you have already tried to recover your account and received a 'Google couldn't verify that this account belongs to you' message, you can try again.

Answer as many questions as possible

Try not to skip questions. If you're unsure of an answer, take your best guess rather than moving on to another question. Wrong guesses won’t kick you out of the process.

Use a familiar device and location

If possible:

• Use a computer, phone or tablet where you frequently sign in
• Use the same browser (such as Chrome or Safari) that you usually do
• Be in a location where you usually sign in; for example, at home or at work

Be exact with passwords

Details matter, so avoid typos and pay attention to uppercase and lowercase letters.

Passwords

If you're asked for the last password that you remember, enter the most recent one that you recall.

• If you don't remember your last password: Use a previous one that you do remember. The more recent it was, the better.
• If you can't confidently recall any previous passwords: Take your best guess.

Enter an email connected to your account

If you're asked to enter an email address that you can check now, enter one that you've added to your account. Here are some examples:

• A recovery email address helps you get back in and is where we send you security notifications.
• An alternative email address is one that you can use to sign in.
• A contact email address is where you get information about most Google services that you use.

Check your spam folder for a message

Important: Google never asks for your password over email, phone call or message. Only enter your password at accounts.google.com.

If you expected an email from our team but can't find it, check your spam or junk folder for an email titled 'Your Google support inquiry'. 

What if I still can't sign in?

1. Create a replacement Google Account.
2. Avoid getting locked out of your Google Account.