DON’T PANIC
Okay, really? Because I’m freaking out here! What did I do wrong?
Probably nothing.
First, having one’s account cracked into, stolen, or similar is a pretty common occurrence and not something to worry over much about. (See: Bruce Schneier’s interview on MRP’s All Things Considered on April 5th, 2011. Also, since MPR didn’t see fit to provide one, here’s a link to Crypto-Gram, Bruce’s monthly security newsletter. If you are into security and related technology issues and don’t get this, do.)
Next, it is very unlikely to be your fault, at least in any useful sense. Yes, if you are surfing around porn sites and not using Firefox “Private Browsing” or similar, you are exposing yourself to unnecessary risk but, to paraphrase Bruce from the aforementioned interview, your alternative to putting your personal information out in the world is to live in a cave. Realistically, you are going to submit information to people you (quite rightfully) trust, and at some point that information is going to fuel an attack, against your email account for example. Given enough attacks, your account will eventually be hacked and you will send your friends some pretty embarrassing stuff. Get over it.
Finally, it really is unlikely that you did anything wrong. Yes, it is possible you have clicked on the wrong thing from Facebook or Twitter or girls-who-like-boys-who-live-with-parents.com, but it is just as likely your account info was pulled from a file or database somewhere –most likely one that really should have been using the Google API instead of storing your password. In any event, while the malware may be painful it’s not going to be the end of your electronic universe, and it’s certainly not going to keep you from getting back to reading emails.
What’s next?
Speaking to G-mail, specifically, the process for getting back into control of your account is quite simple.
If you are still able to access your account, just change your password and set about letting your friends know your gmail account had been comprimised and to ignore (and avoid follow links within) any emails from you during the period of compromised. (This is the prescription once you regain access also.)
Very often, once an attacker has successfully cracked into your account he will change your password. Fixing this is still relatively trivial. On the gmail sign in page you will see a link, right below the “Sign In” button that will guide you though the process:

You will be prompted for your gmail email address.
Next you’ll be challenged by what’s called a CAPTCHA, meant to keep computer programs (so called “robots” or “bots”) from using the same page for Evil™. In practice these can be a bit of a pain, especially if you are trying to do this from a mobile device or just have a small or low-resolution screen. Here are a couple of tricks I’ve found to help:
- Reload the page and get a new image
If you can’t find the “reload” button on your browser the “key cord” of Control + R (PC) or Option + R (Mac) may do the trick, or you can try pressing the “Back” button and re-submit. You can do this several times until you get one that’s readable on your device. Each time you reload the page the web-browser will likely confirm with you that it is okay to “Repost Form Data”. This is just going to re-submit your entry from the previous page (i.e. your gmail email address) and that’s just fine.
- Use the audio CAPTCHA instead
If you have audio on the system but not very good video this can be a good choice. Look for the “Wheelchair” accessibility symbol. [
] It takes a good ear and you may have to listen a few times. Note that this is not reading you the same code as from the image; it is giving you a different code composed only of numbers so anything you hear that isn’t a number is part of the noise added to confuse potential non-human consumers. You can also use trick #1 (reload) in combination if there’s a particular digit you just can’t make-out.
Once you get past the CAPTCHA you will be given several options to complete the recovery process.
SMS/Text message
If you’ve setup a mobile number with Google that’s the easiest way. Google will text you with a short numeric code and provide a prompt box. When you get the text, just enter the code and you’ll be able to change the password for your gmail/Google account. If your account has not yet been compromised, and you have a mobile phone which you can use to receive text messages, go register your mobile number with Google right now. I have yet to get a text message from Google as a result of doing this except in testing for this post. If you are logged into Google from the browser from which you are reading this, one or the other of these links should take your directly to the correct settings page where you can add (or edit) your mobile number.
- Google Account – Recover Settings links
- Single Account
- This is probably for you; used if you only use one Gmail/google account or don’t have multiple-sign-in enabled.
- Multiple Sign-in
- If you have Multiple Sign-in enable you may need to use this one.
- (The above pair of links only work if you are already signed in from the current browser, they don’t solve anything if you are currently locked out.)
Get an E-mail with a Password Reset link
If you provided an email address to Google when you setup your gmail account, and that account still exsits, this is your next best bet. When you setup a new gmail account you usually need to supply a different -already existing- email address. If that account is still functional -hasn’t also been hacked, didn’t belong to a old ISP, etc- and you can still access it, use this. This password reset method is just about as quick as the SMS method and equally painless. Usually the top option, you will see bits and parts of your other email address to be used, with some characters replaced with asterisks (*), to protect your privacy — bit late for that, eh? Just make sure the corresponding radio button is selected, press continue, wait for the email to arrive over on your other account, click on the link it will contain and you are good to go. To save time, make sure you really can access this other account before you press “Continue”.
The hard way
If you didn’t have a mobile setup, and whatever previous email you may have had associated with your gmail/Google account isn’t or isn’t accessible anymore, you will have to take the long road. Google has attracted millions of users to dozens of products on the basis of making the hard way pretty darned simple, so don’t worry – you’re in good hands.
You should, if at all possible, complete this from a computer and physical location from which you have previously had success using your gmail. You’ll be asked to fill in a form. When you submit that form Google will take note of the IP address (read: numerical internet address) from which you are connected at the time of submission. Google also attempts to track and maintain a list of ‘known’ addresses for your account with exactly this purpose in mind, so if most of your gmail logins are occurring from one place (your home, for example) that’s where you should be when you do this. Also, you may thinking “I have broadband at home and I’m DHCP”. While it’s true that it’s not a guarantee that you will have the exact same IP address for any previous connection it’s likely to be in the same subnet or at least class-C (read: general neighborhood). Moreover, the process of getting you back in charge of your gmail account will ultimately be performed by a person.
You will need to select “I no longer have access to these” and then press “Continue”. On the following page you are asked for a pile of information. Generally you want to complete as much as you can as accurately as you can.
As stated before, the decision to trust you and give you back your account will fall to a person, who will review records, consult with peers and ultimately make a decision. Fundamentally, your goal is going to be to make the decision to give you back your account as easy as possible.
First, the Googler helping you will need a means of contacting you, specifically an email address. (Ironic? Maybe. They don’t generally seem to like to talk on the phone unless there’s money on the table, I find.) You can use a spouse’s or a work email (assuming this would not be some sort of breach) but it may make the most sense just to hop over to Hotmail (where last I checked you don’t need a working email address to create a new account) and create a new ‘throw-away’ account. You can just this just for communication with Google. Later on, when you’re back in the saddle with your gmail, you can add this into the Google Account Recovery Settings page linked above.
With the question of how you will communicate with Google while your situation is under review out of the way, you are onto the easy stuff. Assuming you have been sending spam to your friends and contacts you probably want to select “I believe someone has taken over my account”. In any case, answer the rest of the questions to the best of your knowledge and ability. To the date-related questions, get as close as you can. It’s well understood by technologists that people’s memories are often fuzzy in this area.
As a final hint, the last question on the form asks for the last password you knew for your account. You don’t want to mistype this; I suggest you enter this into a Notepad or Text Wrangler or whatever plain text editor you like (emacs) and then paste into the form field to avoid such trivial errors.
Good luck and let me know how it works out for you!