Forum Discussion
Lost access to Google Account for Intune
Dear Community,
I have a problem signing in to the Google Account that we are using for Intune.
When trying to sign in we only get an error.
It seems that the MFA method changed from Phone Call to SMS, and the registered number is from a VoIP system that can't receive SMS.
Other account recovery methods don't work as we don't have enough information for recovery.
Is there any chance that a support employee can help or swap the MFA method back to a phone call?
Best regards,
Thomas
MichelI hope i can avoid this scenario..
The account is still working so far but as we have no access anymore this has to be fixed in someway.RakibOnly the support forms but i could not get them on a phone call unfortunately
Is there a number to call directly or way to schedule a call?
Yes i clicked through a lot of those support forms which then ultimately leads to account recovery that i cannot run because of missing information.I believe as an end customer you are not able to directly call Google. And since your account is technically a personal account, support will be limited I expect.
You could reach out to your local android hardware vendor and see if they can escalate things. As partner of Android you have extra support options for Android support. And if your hardware reseller is also a Google partner, they can also escalate to Google since this is a Google account.
From my experience with Google, you need to make a support case before you can come in contact with Google support.
Have you talked to Google support, maybe there is a possibility to add a new 2-factor authentication?
Is there a way you can change something from the VOIP system?BTW have you gone trough this: https://support.google.com/accounts/troubleshooter/2402620?sjid=16365277057490875430-EU
Just a heads-up, do not remove the link between intune and this account before you are absolutely sure that you cannot acces this account.
Removing this account also removes the connection with Android Enterprise, resulting in policies and apps no longer working. you have to create all from scratch and re-enroll all devices currently in use.
(been there done that...)
As said, this account is seperate from your Intune instance, but is an important part. Since the account is probably a personal account, recovery option are limited.
