Recover Your Account after Two-Step Verification Fails

If Two-Step Verification fails and you can't access your account, you can try to recover your account to disable Two-Step Verification.

To regain access to your account, you'll need to verify your identity by providing a scan or photo of a government-issued identity document. To protect your account, we won't be able to make changes to your Two-Step Verification settings until your identity has been successfully verified. If you are able to sign in to your account, you'll have access to make changes to your account.

Before you begin account recovery, try to sign in with a registered backup method or from a trusted device.

If you still can't sign in, to recover your account:

  1. Go to Two-Step Verification Account Recovery.
  2. Follow the on-screen instructions to upload your identity document.
    Make sure that your name and address, and the issuing authority (for example, state or country) are visible.
    Cover, conceal or remove sensitive information, such as account numbers or identification numbers.
The verification process can take 1–2 days to complete. We'll email you to confirm once Two-Step Verification has been disabled. You'll then only be able to access your account with your password.