Google Account / Assistance needed to restore access to a compromised/suspended account

Objective

• To obtain assistance in regaining access to a compromised, suspended, or disabled Google account when:
  • You have received the following error message: This account has been disabled. We are unable to process your request at this time, please try again later
  • You tried to log in to your Miami email, but can't retrieve your email
  • You were informed that your account has been disabled or compromised
  • Google has suspended your Miami email account
  • Someone else is sending spam messages from your email account
  • Your account is sending out spam
  • Your Google account has violated the Google Terms of Service
  • You cannot log into your Miami email or Gmail account

Environment

• 10262: Google Mail (email e-mail)
  • Gmail
• 11357: Google Workspace for Education
• 1388733: RapidIdentity
  • MUnet Password Utilities (RI)
• Phishing, Spam & Compromised Accounts
• Miami Account
• Security

Cause

• Google disabled your account for security reasons

Resolution

1. Follow these KB instructions to change your MUNet password
2. After you have successfully changed your password, you must contact IT Help by phone at 513-529-7900 or by live chat at MiamiOH.edu/ITChat to restore access to your Google account 
3. Provide the following information:
   • The email address of the disabled account
   • The time and date when you changed your password
4. When access has been restored, click the Sign out all other web sessions button to log out of any other current sessions using your account
5. Follow these KB instructions to confirm that your Send mail as settings have not been changed 

Notes

• After March 25, 2024, secret questions will no longer be available as a password recovery option. Select either text or email recovery option in order to utilize self-service password recovery tools
   
• Google provides up-to-date end-user instructions and support documentation for Google apps and services
• Visit the Google Status Dashboard to check performance information for Google services
• Browse Google Account Help

For internal use

• Resolution (Help Desk)