Phone Lost or Stolen : What To Do
Losing your phone can be stressful, but recovering your Google Account is possible. Here's a recommended course of action:
1. Sign out of your Google Account on the lost/stolen phone to protect your data. 2. Change your Google Account password immediately. 3. Utilize alternative methods for account recovery. You have several options to regain access:
Backup Using Options
If you've lost access to your primary phone, you can verify it's you using these methods:
• Another phone signed in to your Google Account. • Another phone number added to your 2-Step Verification. • A saved backup code. • A hardware security key added to your 2-Step Verification. • A passkey created on another device.
If you have a trusted device, you may be able to sign in without a second verification step if the “Don’t ask again on this computer” box was checked.
Recover ing Your Account
If you can’t sign in, follow the account recovery steps provided by Google. This may involve answering security questions or providing information to prove ownership.
If you're having trouble, review the tips to complete account recovery. Be prepared to provide details like an email address or phone number for contact, and codes sent to these addresses.
Security Key Lost or Stolen
If your security key is lost or stolen, the steps to regain access depend on whether you have another second step configured.
• If you have another second step (verification codes, Google prompts, backup codes), sign in with your password and the other second step. Then, remove the lost key from your account, get a new security key, and add the new key. • If you don't have another second step and/or forgot your password, follow the account recovery process, which may take 3-5 business days. Be prepared to answer questions to verify your ownership.
“Losing access to your account can be frustrating, but Google provides multiple ways to get you back in safely.
Google Support
Interactive Support
Find more resources to help you recover your Google Account.
Account Recovery Tool
Use Google's Account Recovery tool for personalized instructions.
2-Step Verification Setup
Learn how to set up and manage 2-Step Verification for added security.
Passkey Lost or Stolen
If your passkey has been lost or stolen, the following actions should be taken:
On a device you can access, sign in to your Google Account and remove the passkey associated with the lost device. If passkeys are not offered during sign-in, confirm: the device with the passkey has the screen lock enabled. The “Skip password when possible” toggle is on in your security settings. If you are unable to sign in via passkey, select 'Try another way'.
2-Step Verification Troubleshooting
Important points regarding 2-Step Verification (2SV):
• Require a security key: To make a security key your required second step, enroll in Advanced Protection. • Revoke backup codes: If you’ve lost your backup codes, revoke them and generate new ones. • Verification code issues: If you don't receive a verification code, check your internet connection, ensure your phone service supports text messages, and consider the possibility of a Google Prompt instead. • App Sign-in: You may need to use an App Password if you can't sign into some apps after enabling 2SV. • Google Voice Caution: Avoid using Google Voice for verification codes to prevent account lockouts. • Work/School Accounts: Contact your administrator if you are unable to sign into your work or school account with 2SV enabled. • Backup Phone Issues: You may need to sign in on your main or another trusted device if you cannot sign in to your backup phone with text messages.