Par mesure de précaution sanitaire pour les spécialistes de notre équipe d'assistance face à l'épidémie de COVID-19, nous fonctionnons en effectifs réduits. Nous vous remercions de votre patience, car nous risquons de mettre plus de temps que d'habitude pour vous répondre. Pour obtenir une assistance supplémentaire, consultez le Centre d'aide. 

Conseils pour récupérer votre compte

Si vous ne parvenez pas à vous connecter, suivez les étapes ci-dessous pour augmenter vos chances de retrouver l'accès à votre compte Google :

  1.  Accédez à la page de récupération de compte.
  2. Lors de ces étapes, veillez à appliquer autant de conseils que possible parmi ceux donnés ci-dessous. Sachez que les questions susceptibles de vous être posées ne sont pas toutes décrites ci-après.

Si vous avez déjà essayé de récupérer votre compte et que le message "Nous n'avons pas pu confirmer que ce compte vous appartient" s'est affiché, n'hésitez pas à recommencer.

Répondre au plus de questions possible

Évitez de passer des questions. Si vous n'êtes pas sûr d'une réponse, indiquez l'hypothèse la plus probable plutôt que de passer à une autre question. 

Se connecter depuis un appareil ou un lieu habituel

Si possible :

  • Connectez-vous depuis l'ordinateur, le téléphone ou la tablette que vous utilisez habituellement.
  • Utilisez votre navigateur habituel (tel que Chrome ou Safari).
  • Connectez-vous depuis un lieu habituel (chez vous ou au travail).

Être précis dans l'indication des mots de passe et des réponses aux questions secrètes

Le moindre détail a son importance. Par conséquent, faites attention aux fautes de frappe et veillez à employer les majuscules et les minuscules comme il se doit.

Mots de passe

Si on vous demande le dernier mot de passe dont vous vous souvenez, saisissez le plus récent qui vous vient en mémoire.

  • Si vous avez oublié votre dernier mot de passe, indiquez un de vos mots de passe précédents. Plus il est récent, mieux c'est.
  • Si vous ne vous souvenez d'aucun mot de passe avec certitude, indiquez celui qui vous semble le plus probable.

Réponses aux questions secrètes

Si une question secrète vous est posée, procédez comme suit dans les cas suivants :

  • Si vous ne vous souvenez pas de la réponse, donnez celle qui vous semble la plus probable.
  • Si vous vous souvenez de la réponse, mais que vous n'êtes pas parvenu à récupérer votre compte à la première tentative, apportez une variante à votre réponse précédente (par exemple, essayez "Paname" au lieu de "Paris" ou "Phil" au lieu de "Philippe").

Saisir une adresse e-mail associée à votre compte

Si vous êtes invité à saisir une adresse e-mail à laquelle vous avez actuellement accès, indiquez-en une que vous avez ajoutée à votre compte. Voici quelques exemples :

  • Une adresse e-mail de récupération (où nous vous envoyons des notifications de sécurité et qui vous permettra de retrouver l'accès à votre compte)
  • Une adresse e-mail secondaire (que vous pouvez utiliser pour vous connecter)
  • Une adresse e-mail de contact (où vous recevez des informations concernant la plupart des services Google que vous utilisez)

Fournir toutes les informations utiles

Si vous devez indiquer pourquoi vous ne parvenez pas à accéder à votre compte, donnez toutes les informations susceptibles d'être utiles.

Par exemple :

  • Vous êtes en déplacement.
  • Un message d'erreur spécifique s'affiche.
  • Vous pensez que votre compte a été piraté (à cause d'un logiciel malveillant ou pour une autre raison).
  • Vous avez changé de mot de passe la semaine dernière et vous ne vous en souvenez plus.

Si votre description correspond aux informations dont nous disposons, le problème a plus de chances d'être résolu.

Rechercher un message dans votre dossier de spam

Important : Google ne vous demandera jamais votre mot de passe dans un e-mail, via un message ni lors d'un appel téléphonique. Ne saisissez votre mot de passe que sur la page accounts.google.com.

Si vous attendez un e-mail de notre équipe et qu'il n'arrive pas, recherchez un message ayant pour objet "Votre demande d'assistance Google". 

Vous ne pouvez toujours pas vous connecter ? Pensez à créer un compte Google de remplacement.

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