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Comment by luka | Hacker News Reader

I'll fill out a "help my friend" form internally unless someone beats me to it (I have a 1hr meeting coming up). The gmail address in question is the same one as on your website?

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That's nice of you, but I'd urge anyone with influence at Google to consider 1) many many many more people who use Google services probably don't know or run in the same circles as Googlers who can bail them out of such a scenario, and 2) these people, being much less likely to understand 2FA, are also more likely to accidentally lock themselves out. An separate class of people who know how a system works or have connections to its operators become nose blind to its terrible UX because they have access to workarounds.

All true, but I’m guessing the set of people at Google who can fill out that form is about 1000x larger than the ones who have the ability to influence the underlying product decisions that led to this situation.

Consider the fact that they have made this difficult a sign that they have no interest in making it easy.

Sorry to bother, but I have been without access to the account I use for my YouTube channel for months because I stupidly entered a random phone number many years ago and it is now demanding access to it. If you would be willing to fill out that form for me, I would greatly appreciate it. Account is this username at gmail. Thanks!

Did you try going through the normal account recovery procedure? During that procedure, did you have to provide an alternative email address that you have access to?

The account recovery procedure only asks for the last password I remember (which I know is correct) and then says "You can’t recover your account at this time because Google doesn’t have enough info to be sure this account is yours."

I know the email, password, (wrong) phone number on file, and associated YouTube channel. I am logging in from a different IP address but on the same ASN and approximate geolocation that I always logged in and used the account from.

"Try another way" until you can give an alternative email address that you have access to.

I have tried all combinations of entering password, entering the phone number, try another way, etc., and it never lets me enter an alternative email address.

I have to click "Try another way" at least twice on g.co/AccountRecoveryRequest to get the option to provide an alternative contact email address. Maybe try a private session to make sure coookies aren't taken into account.

Attempt 1: Entered email, got captcha, clicked "try another way". Result: Google couldn’t verify this account belongs to you. Try again later or use Account Recovery for help.

Attempt 2: Entered email, got captcha, completed captcha, got enter last password screen, clicked "try another way". Form asked to confirm phone number. Entered phone number, sent code (which I can't get), clicked "I don't have my phone". Site asked for alternate email, which I provided and supplied the code. Result: "Reply to your Google support email or contact to let the team know you've successfully completed your account recovery request. To try signing in again, follow the steps in our Help Center on how to recover your account."

Attempt 3: Entered email, got captcha, completed captcha, got enter last password screen, entered password, got asked to confirm phone number, clicked "I don't have my phone". Site asked for alternate email, which I provided and supplied the code. Result: "Reply to your Google support email or contact to let the team know you've successfully completed your account recovery request. To try signing in again, follow the steps in our Help Center on how to recover your account."

All attempts were done with new Chrome Incognito windows and no other Incognito windows open. I still can't sign in at all. Is this account just permanently locked?

Attempt 2 enabled the potential internal escalation to proceed.

The form is now asking me for details that we best talk non-publicly about. What's the best place to contact you privately, other than HN?

Discord, please. Username is on my profile here. If you don't use Discord, please use the email on my profile. I will remove them once you send me a friend request on Discord or email.

Sent on Discord!

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