Google password reset time out length

[Velvis]

An elderly person called me today who lost their password and tried to reset it themselves. By the time I got there Google said there had been too many attempts and to wait a few hours. I told them not to touch it and I went back about 4 hours later and got the same message. I plan on going back tomorrow afternoon, but was wondering if this is likely to be resolved by then or is the "few hours" just generic text than really doesn't mean anything.

I have no idea how many times they attempted it before I got there and they really had no idea what they were doing. (so much so they created a completely new random Gmail account thinking that would fix it.)

Anyone have any experience with this situation?

 

[britechguy]

It has been several years since I last had to deal with this, but if the client has any idea of what any of their prior passwords used with their Google Account were, that proved to be the thing that made it possible to reset the current password. But you have to be awfully certain that one of the options you have (as often clients have recorded several) is accurate since you only get so many options to supply one that was an actual previous password to continue with the process.

Once (if) you get them back in, set up the alternative ways to verify their identity in the event of a password loss.

 

[frase]

Why not do this remotely?

 

[nlinecomputers]

Check their cell phones. If they changed the password but failed to do so on a cell phone that might be the source of the repeated attempts.

 

[Larry Sabo]

check their cell phones.

+1; and tablets if they have one or more.

 

[britechguy]

Not that I don't support checking all their devices, but attempts to log in are not, in any way, equivalent to an attempted password reset, whether for Google or anyone else.

 

[nlinecomputers]

Not that I don't support checking all their devices, but attempts to log in are not, in any way, equivalent to an attempted password reset, whether for Google or anyone else.

I assume that it is a misunderstanding of terms by the end-user. If you could be locked out of your accounts by password reset requests then that would be a simple method to DOS attack someone's account. Either the account password was successfully changed by the end-user and then forgotten or someone hijacked the account. Google simply doesn't respond the way it is being described by the end-user to the tech. Even if my assumption is incorrect. There must be missing information. We, as usually is the case, don't have the full story here.

 

[thecomputerguy]

Why not do this remotely?

If this elderly client is like some of the elderly clients I have ... It's more cost, time, and frustration effective to actually drive to their house then walk them through opening up Quick Assist.

I have a client that calls me once a month because he resets his Gmail password (for god knows what reason), Then his Outlook/iPhone don't work, then immediately forgets what he just reset the password to. So I login and reset his password for him again. Every month for $55.

 

[Porthos]

I have a client that calls me once a month because he resets his Gmail password (for god knows what reason), Then his Outlook

Do not forget if the user uses any email client, they/you need to get a new App Password for those email Apps.

 

[thecomputerguy]

Do not forget if the user uses any email client, they/you need to get a new App Password for those email Apps.

Yeah ... that's why ... he changes his password and then it invalidates his app passwords but then forgets his password he just changed.

So I have to reset it again and generate new app passwords again.

 

[Porthos]

Yeah ... that's why ... he changes his password and then it invalidates his app passwords but then forgets his password he just changed.

So I have to reset it again and generate new app passwords again.

Had thee exact thing yesterday. That is why I put the reminder out there.

 

[frase]

I understand that, though tech was there could have installed 3rd party software, jigged them up on in it. Then logged in resolute done.

Force client to make note of password. i aint got time for this ****! MRT impersonation.. I Pity the fool!

 

[britechguy]

Has anyone (other than myself) had the thought cross their mind that, in the case of the specific client and situation described, dementia may be a part of the picture.

1. There is no rational reason to change passwords this frequently.
2. It is not normal, in any way, to forget a new password mere minutes after having reset it.

Alzheimer's Dementia runs very deep in my mother's side of the family. She and every one of her eight siblings (only one of whom remains alive) were hit by "the family curse." This kind of behavior is not unusual, and the absolute fleeting nature of short term memory with no transfer to long term memory is an early telltale sign that something's off. And if you're seeing more than just this, well.

We are not medical practitioners, but for our elderly clients, particularly those who may live alone, when we see this sort of change if there is someone to tell we had ought to consider passing along our observations.

 

[frase]

That is why I stated above.

 

[callthatgirl]

Tell your clients you are the most expensive password resetter in the world and somehow they figure out their passwords very fast.

 

[HCHTech]

Why not do this remotely?

Exactly. The first time you are there, put a shortcut to your remote support tool right on the desktop - change the icon to something unmistakable and change the name to something obvious. Then when you call them, it's just a matter of saying "Find the big green star and double-click on it" or something like that. We've watched helplessly as good, long-time customers get more and more forgetful as they age - this practice lets us help them quickly without having to resort to an onsite appointment every time.

Then there are those that insist on onsites because they are lonely. This is a sad business sometimes.

 

[glricht]

... Then there are those that insist on onsites because they are lonely. This is a sad business sometimes.

Unfortunately true. I'm onsite-only and have had some of my residential customers 16+ years. Back in the day, I was doing a lot of break/fix and setups for these people, but as time has gone on, a lot of it has become hand-holding doing things that they used to do themselves. It's especially sad when one passes away -- over time, they and their family have become friends.