Lost or Stolen Phone What to Do if Your Phone is Lost or Stolen
Losing your phone can be stressful, but with Google's 2-Step Verification, you have options. Immediately sign out of your Google Account on the lost or stolen phone and change your password to protect your data. Here's how to regain access:
Recovery Methods: Use another signed-in phone, a backup phone number, saved backup codes, a hardware security key, or a passkey created on another device. If you’ve previously marked a device as trusted and selected "Don’t ask again on this computer," try signing in from there.
Carrier Assistance: Contact your mobile carrier to transfer your phone number to a new device or SIM card.
Account Recovery: If all else fails, follow the account recovery steps provided by Google.
Lost Security Key Dealing with a Lost or Stolen Security Key
If your security key is lost or stolen, the path to recovery depends on your setup. If you have a backup method in place, you can recover your account. Ensure you've set up alternative second steps for a smoother process.
With Another Second Step: Sign in with your password and the alternate second step, then remove the lost key and add a new one. Consider having a spare security key stored safely.
Without Another Second Step/Forgot Password: Recovery can take 3-5 business days for Google to verify your identity. Answer the account recovery questions as accurately as possible.
Lost Passkey What if Your Passkey is Lost or Stolen?
Similar to other forms of verification, losing your passkey requires immediate action.
Lost or Stolen Device: Sign in to your Google Account on a device you can access and remove the passkey associated with the lost device.
Missing/Unavailable Passkey: Ensure screen lock is enabled on the device and the "Skip password when possible" setting is on. If passkeys aren't offered, try "Try another way" to bypass the passkey challenge.
Note: Repeatedly using 'Try another way' will decrease the frequency of passkey challenges.
“Prioritize setting up backup methods for a smoother recovery process.
Google Account Security Best Practices
Interactive Features
Explore helpful resources:
Account Recovery Quiz
Test your knowledge of Google's recovery options.
2-Step Verification Flowchart
Navigate the troubleshooting process with a step-by-step guide.
Additional Scenarios Addressing Other 2-Step Verification Issues
Backup Codes: Revoke lost backup codes and generate new ones in your Google Account settings.
Verification Code Delays: If you don't receive a verification code, try troubleshooting internet and SMS issues. Google prompts are a more reliable option.
App Passwords: For apps that don't work after enabling 2-Step Verification, generate and use app-specific passwords.
Google Voice: Avoid using Google Voice as your primary verification method to prevent account lockout.
Work/School Accounts: Contact your organization's administrator for assistance.