How do I recover a Google account when verification codes go to a lost phone?
Answer
If Google sends codes to a lost phone, use another verification option—backup codes, a prompt on a still-signed-in device, or a recovery email—then complete account recovery on a familiar computer and network. Carrier stores usually cannot redirect Google codes for you.
Before you start: stop right away if…
- Stop if a site or popup asks you to pay to unlock a Google account or install unknown software.
Follow these steps
Choose Try another way
On the verification screen, select Try another way and look for a prompt on another device, backup codes, or a recovery email instead of the lost phone's text message.
You should see: Google offers at least one method that does not require the lost phone.
Use backup codes or an existing signed-in device
Enter an unused 8-digit Google backup code if you have one, or approve the login from a computer or tablet that is still signed into the same Google account.
You should see: Second-step verification succeeds without the lost number.
Run account recovery from a familiar setup
If no other method works, open Google's account recovery page on a computer you commonly use, on your usual home network, and answer the ownership questions carefully. Avoid VPN hopping while recovering.
You should see: Google either restores access or explains what additional proof it needs.
After access, replace the lost phone number
In Google Account security settings, remove the lost number, add your new phone number, and save fresh backup codes. Then add the account to the new phone.
You should see: Future codes go to devices you control, and the new phone signs in successfully.
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Extra tips
What to look for: Prompts that say a text was sent to a phone number ending in certain digits, plus links for Try another way or account recovery.
Before you change anything: Try from a computer and location you normally use for Google. Gather any printed backup codes if you saved them. Do not factory-reset other devices that may still be signed into the account. Never pay a third party that claims it can unlock Gmail for a fee.