What to do when Google Help Tips don't match User Experience?

[Rlynnkco]

I have been trying to recover my account for a month.  I have read all of the tips and the tips folks on here consistently point to don't match my user experience.   So what do when do when there is a disconnect connect between Google Help content and Users actual experience??

Example :   Web text says that your Recovery email address can be used for account recovery.   However, no option is ever given during the recovery process to receive a code at your recovery email address.  Just the account you are trying to recover ... !!! How crazy is that!!... or the phone numbers you have provided.  If can't do either of those then goes directly to can't verify rather than having an option to use the recovery email OR to answer questions as the Help text suggests.   In my case, my phone number is populated x2 with my Google Voice number which I am also logged out of.  Therefore recovery to the gmail I can't access or phone I can't access is impossible .. if experience matched help text and I could use my recovery email or answer questions my problem would be resolved.  So who addresses this kind of disconnect??

[KAM]

@Rlynnkco Assuming you are trying to recover administrator access to a Google Workspace account, have you seen this KB and the steps below if the automated process doesn't work?

https://support.google.com/a/answer/33561?hl=en#zippy= -KAM

[Rlynnkco]

Personal Gmail account.. using workspace acct here because can’t even log into help without verifying account.  Steps should be the same … problem is the same the link here says you should be able to answer questions.  That is not my reality.. so the question remains if their help does not match User reality.. how & by whom does that get addressed and corrected?

[KAM]

@Rlynnkco sorry, this forum is all fellow Google Workspace admins.  If you can't verify a gmail.com account, I'm not sure anyone can help you here. -KAM

[Rlynnkco]

My question is about the steps put out by Google for account password and recovery help not matching User experience. What forum addresses Google help documentation not matching what the coding is actually doing?

Seems to be either a coding error or a documentation error..

Robin Kinney

[KAM]

@Rlynnkco probably the gmail community:https://support.google.com/mail/community?hl=en -KAM

[Rlynnkco]

Yep got no where over there either.   It is the Google account as a whole .. can't access Gmail, Voice, my blog, and YouTube or YouTube TV on my phone.  It really is a bug in their process I just haven't found that they have a bug reporting place.

[Rlynnkco]

Help anyone??  

[StephenHind]

@Rlynnkco the https://support.google.com/accounts/community?hl=en Google Accounts Community is where you should go, but have in mind that Google already offers an extremely robust account recovery process and if you can't manage to recover using that prices then the community certainly can't.