Updated: March 16, 2023
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by Mia Green
Tech Expert & Writer
612 resolved issues

I lost my phone and now I can't retrieve my old Google account because the verification is being sent to the phone number that was lost

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
May I ask you if you have an access to your old phone number, please?

Customer Replay

The number is *****

I got you
May you fill out that form where instead of email you need to enter your old phone number, please


In the process you will need to enter the first and second name, please

Customer Replay

Do you are sending information to a phone number that I don't

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May you tell me what is said on your screen, please?

Customer Replay

An email was sent to the email address

I got you, may you specify this email, please?

Customer Replay


Thank you!

Customer Replay

I'm I going to get a response

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Please, follow this instruction to reset your email:

  1. Go to the page https://accounts.google.com/signin/recovery
  2. Enter the email, then click "Next".
  3. Instead of entering your password, click "Try another way"
  4. When it suggests sending a code to your old number then, please choose the option "Try another way" again

Then take a screenshot and send it to me, please

Customer Replay

How to take a screenshot

To take a screenshot on your Android device:

  1. Open the screen that you want to capture.
  2. Depending on your phone:
  • Press the Power and Volume down buttons at the same time.
  • If that doesn’t work, press and hold the Power button for a few seconds. Then tap Screenshot.
Customer Replay

Phone isn't letting me do what you suggested

Please, tell me the model of your phone.

Customer Replay

Galaxy A13

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Noted, thank you!
Please, try to press these two buttons at the same time.


Customer Replay

Yes either I'm too dumb or my phone not working

Let`s try another variant then.

Customer Replay

It would be so much easier if you were allowed to answer security questions like what's your favorite things or personal answers to retrieve your account

We're not affiliated with Gmail, and we can't change anything from our side. However, we're going to do everything we can to help.
Please, describe to me what can you see on the screen.

Customer Replay

I see a lot of blurred where I tried to retrieve my account information

Okay, got it. What did you try to do now?

Customer Replay

I tried to pick the item I saw

Did you follow the instruction I sent you before?

Customer Replay

The Google account I have is the same as my Gmail account

Yes, *****!
Do you have the option to answer the security questions?

Customer Replay


Did you forget the answers?

Customer Replay

No because it is being sent to the old address

Okay, got it!

Customer Replay

Can you look up my name in Google account settings and verify the information I give to you

No, *****. We are not associated with Google and can`t do anything from our side.
Is there anything else I can do for you today?

Customer Replay


Please feel free to contact us at any time, *****. We'll be happy to help you. Have a nice one!

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