Recover Gmail account that wrongly thinks it has Authenticator set up?

TidBITS Talk
1

So frustrating! I have a client with a Gmail account that thinks it has Authenticator set up, but it doesn’t. She has the app, but never set it up! There appears to be no way to get into her account on a new laptop, and even ‘account recovery’ asks for the Authenticator code! Any ideas?

(Her account still works on the old laptop, but I can’t figure out how that might help)

Anyone have an idea about how to fix this?

2

Did she use another authenticator app, such as Authy or Microsoft Authenticator? Many password managers (including 1Passowrd and Apple Passwords can authenticate. Did she set up one of those?

Also, when I sign in using 2-step verification, one of the options presented is to verify via a phone or tablet signed in to Google. Is she signed into Google on one of those? If so, she should be able to select and verify via that option.

3

No, she did not. I found three different authenticator apps on her phone, but Google’s is the only one that’s set up at all.

As to your second paragraph; yes, that’s what’s so strange. I agree that it should offer another option for 2FA, but the only thing it allows for is a code from Google Authenticator. And as I said, even if we try to go into account recovery, it still want’s a code from Authenticator. [@&#^$% Google!]

More background: she does have a Bitcoin account set up in Authenticator, and it shows that the app itself is connected to her Gmail account, but verification codes for Gmail are NOT offered, only for the Bitcoin account.

4

Maybe check on the old laptop and if 2FA is on turn off or vice versa…then try on the new laptop and/or set it up on the iPhone? Once it’s all happy then disable 2FA if she desires.

5

Good idea, @neil1! I can’t remember if I tried that or not, but I do know everywhere I tried to log into her account, it wanted a damn Authenticator code that doesn’t exist!

I’m certain that 2FA is turned on everywhere though, and I actually was able to use Touch ID on the new laptop to get her signed into Gmail in Safari. I just can’t get it added to Apple Mail without a code. Sigh…