Android user locked out of Google after moving cities

Re:Android user locked out of Google after moving cities by Aoyagi on Monday November 21, 2016 @06:50AM (#13004679)

Well, something similar happened to me as well. I moved (just a few kilometres, too). In fact, it happens in about half of the cases when I'm logging in in some new location.

I want to log in (to Youtube or whatever) from the machine and the browser I always use, just from a different IP. Then I get asked for a phone number (any phone number) to verify that it's me[1], which in itself is a nonsense. That "another way to sign in" includes asking me for a date when that account was created (what???) and sending a code to email, which sometimes works, sometimes it does not.

I mean, when I was moving, I fully expected to never be able to get my account. What an utterly rubbish service. And people actually put significant amount of money to it?

[1] https://puu.sh/rrKyG/678746a09e.png

Edit: And how do you "call a rep" anyway? I haven't seen anything even remotely resembling live support, i.e. one that isn't community-based or self-service.

[ Parent | on HN ]

Re:Android user locked out of Google after moving cities by gregorias on Monday November 21, 2016 @10:03AM (#13005860)

Hi Aoyagi,

I work at Google, and I would like to take a look at what happens to your account during login. The situation that you are describing sounds surprising to me.

If yes, then could you provide a contact point so I may contact you with my corporate credentials (corporate e-mail) to verify myself?

[ Parent | on HN ]

Re:Android user locked out of Google after moving cities by CaptSpify on Monday November 21, 2016 @11:18AM (#13006524)

What everyone here is asking: Why does it take someone posting on HN to get a response? Why can't you just have a basic customer service system set up?

[ Parent | on HN ]

Re:Android user locked out of Google after moving cities by samat on Monday November 21, 2016 @11:49AM (#13006783)

Not cost effective, obviously.

[ Parent | on HN ]

Re:Android user locked out of Google after moving cities by Aoyagi on Tuesday November 22, 2016 @06:51AM (#13013399)

Hey! I believe it's just due to me logging in from new locations/countries quite often and Google's account hijack protection kicks in. Up until that point it's completely understandable (although I'd prefer if there was an option to disable that altogether). What happens later, however, is beyond me.

Also, I forgot to mention (I wanted to!) that I've never given Google any phone number or logged into an Android device (with that account).

Sometimes I am able to get through with the email verification, sometimes I cannot. By the way, this issues goes back to at least 2014, when the form looked different: http://puu.sh/sqFDT/0c3eea00d9.png

[ Parent | on HN ]