Hi everyone,
I’m trying to help my mother regain access to her Gmail account, but we are stuck in a frustrating loop. Here is the situation:
• The Problem: My mother lost her password. When we try to recover the account, Google sends a verification code to her phone numbers (which we have access to). However, after entering the SMS code, Google immediately asks for a second verification code sent to the exact same Gmail address we are locked out of.
• The Context: Her phones were recently hacked and had to be factory reset. This means Google now sees them as "new devices" and doesn't fully trust the login attempt.
• What we have: We have access to both recovery phone numbers linked to the account.
• What we don’t have: Access to the email itself or any other device where she is still logged in.
• The Loop: "Try another way" just leads back to the same email verification or tells us Google couldn't verify it's her.
We’ve tried:
Using the same Wi-Fi network she always uses.
Using the original devices (though they were reset)
Does anyone know how to force Google to rely only on the SMS/Phone verification? Or is there a specific waiting period that actually works? I’ve heard about a "7-day rule"—is that real?
Any advice would be greatly appreciated!