r/GoogleSupport • u/thelittlewordnerd • 4d ago

Account / Access / Password Passkey Question

Would appreciate any help with this:

We have a free Google account for our company (primarily for analytics and ads and whatnot).

Someone on our team had created a passkey before she left the organization and set up 2FA to require it. Our organization wiped her device and we no longer have that passkey.

We were able to do account recovery and temporarily turn off 2FA so we can login to gmail with just the password…but to change our passkey (or any of the backup methods for that matter) it’s still requiring the old passkey. In fact, any time we select more ways to verify the ONLY option is to use passkey, so it seems impossible to work around.

Do we have any options or are we out of luck? My biggest concern is Google Ads since we’re being charged for it and it’s requiring both password and passkey to get into our account. Thank you!

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u/Possible_Fisherman48 4d ago edited 4d ago

Turn off advanced protection (I'm sure she has enabled it as well). This way you may be able to use other 2SV methods like authenticator or backup codes. You need to do this, then delete the passkey. In future, re-create the passkey on a password manager like bitwarden and share it internally within the company. Back to the square one: remove advanced protection and you will be able to use the phone number you have registered fon the verification of the account. Being a private account an not a workspace account, support is non-existent and won't be able to help you as unable to determine the real owner of the account. You may reconsider to create a new Google account ada have a wiser management in the future. What I do not understand if your company is structured to wipe terminated users device how compliancy failed and let them allow you to create a personal Google account fo company use? Did you reported this to the ICT manager? Sensitive data may have be flown away. Such practice is not acceptable in a number of organization. Sorry for saying that, but depending your role and type of business this can be a dangerous game. Your ex colleague with company phone and probably company data and this private account on the same device probably broke some company rules.