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Richard
Richard, Software Engineer
Category: Email
Satisfied Customers: 31123
Experience:  Over 15 year experience in Email Systems and Programs
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GMAIL ACCOUNT HACKED & VIRUS* If there's anyone who can help,

Customer Question

*GMAIL ACCOUNT HACKED & VIRUS*
If there's anyone who can help, I would really appreciate it...
My Gmail account was hacked last week and sent out spam to all of my contacts. Gmail shut my account "due to suspicious activity". I am unable to access my hacked account. Not even able to change the password ***** username. I have tried to contact Google on numerous occasions to resolve the issue but am going around in circles as all they have sent me are automated responses. I don't have my pin attached to the mail account either.
I'm using a secondary account at the moment to contact people, clients etc... But ALL of my folders and info exist on the locked account. HELP!
If anyone can give me some advice or help that would be brilliant. Need this resolving ASAP
Thanks in advance!
Mark ´╗┐­čśŐ­čĹŹ­čĆ╝
Submitted: 9 months ago.
Category: Email
Expert:  Richard replied 9 months ago.
Hi there Mark and welcomeSorry to hear about the issues you are having.If you now try to sign into your account, what is the exact message you receive?
Customer: replied 9 months ago.
Gmail account suspended due to suspicious activity
Expert:  Richard replied 9 months ago.
Thank you If your getting this message, then the automated tools will not be able to help you regain access Mark. You will need to follow the manual process, it is the only option left in your situation. You'll need a working email account so they can contact you on it. I advise to make a temporary one here if you do not have one. https://accounts.google.com/SignUp?service=mail Then go to this link and fill in the form please. https://support.google.com/accounts/contact/disabled2?p= You will then need to allow up to 24 hours for Google to contact you with the instructions to reset your password ***** or if they will not open the account.In this situation, it is the only option sorry If you would like any additional information or assistance, please do not hesitate to let me know. And if you can take a second to rate my service, that would be greatly appreciated. Thank you
Customer: replied 9 months ago.
Hi there Richard. i've already been down this avenue and unfortunately didn't find any resolve.
Thanks,Mark
Expert:  Richard replied 9 months ago.
Ok, what was their exact response?
Customer: replied 9 months ago.
This was their response...
Hello Google user,Your Google Apps account has been disabled by your administrator. Please contact your Google Apps administrator for more information. Your Google Apps administrator is usually someone outside of Google who set up your Google Apps account.Best,The Google Accounts Team
Customer: replied 9 months ago.
No-one else set up my account... I was responsible for this so not sure what they're asking ?
Expert:  Richard replied 9 months ago.
ok, this means its a type of work account. So the person who assigned you this account can unlock it.Who is managing these accounts for you?
Customer: replied 9 months ago.
No-one is managing it but me... That's what's weird! :)
Expert:  Richard replied 9 months ago.
ok, do you remember the PIN number you got when you made this account?
Customer: replied 9 months ago.
No unfortunately I don;t remember the pin... It's probable stored in one of my folders on the Gmail account... :(
Customer: replied 9 months ago.
Also Richard - if the account has been hacked, would the hacker have become the administrator?
Expert:  Richard replied 9 months ago.
ok, then you have to call on(###) ###-####hat is sales, explain the issue and you do not have the pin to access the account, they will send you to tech support to have the account reinstated.The hacker may have become the administrator it all depends on how you initially set this up, but use the number I gave.Let me know how you go please.
Customer: replied 9 months ago.
Ok thanks!
Expert:  Richard replied 9 months ago.
your welcome, I will mark this question to never close so any issues let me knowIf you have continued problems, or would like any additional information or assistance, please do not hesitate to let me know.And please take a second to rate my service for now by clicking one of the stars at the top of the screen then submit.Thank you
Customer: replied 9 months ago.
I can't access help on this number without a support pin! Argh!
Expert:  Richard replied 9 months ago.
Its the sales number you should not need it...Select Sales Mark, not Tech support.
Customer: replied 9 months ago.
ok
Expert:  Richard replied 9 months ago.
Let me know the resutls please
Customer: replied 9 months ago.
This number has nothing to do with sales Richard...
Expert:  Richard replied 9 months ago.
It is, listen to the options it gives you Mark, you press option 2 you choosing technical support on 1
Customer: replied 9 months ago.
Yes I chose that option and was given an email address and was then cut off
Expert:  Richard replied 9 months ago.
use Option 3 then as I am getting through on both but they may have blocked your number on 2

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