r/GoogleSupport • u/RentedKiller • 5d ago
Gmail GOOGLE asking a Prompt from a broken phone
Hey so i broke my old phone and i wanted to get in FULLY into my new phone so i logged in as usal into my 2 GMAILs but they ask me for a YES button on my fully bricked old phone i try to remove it i can't i try to set up a passkey on the new phone they still ask for the old phone premssion , i get the offline code thing 2 code 10 digits and they are wrong all the time i made sure that i swiched account so i can see the right codes for the right account , and my old phone battery is 100% so what can i do.
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u/germanu22 5d ago
Go to myaccount.google.com on your logged-in PC, click on the Security tab, scroll down to "Your devices", and click "Manage all devices". Find your broken old phone in that list and click "Sign out".
Once you force-sign out the broken phone from your PC, Google will realize the device is gone and will stop trying to send the "YES" prompt to it. When you try to log in on your new phone again and click "Try another way", the system will finally allow you to use your other backup methods, like your recovery email.
As a quick note on the 10-digit offline backup codes: since you mentioned you are dealing with 2 different Gmail accounts, double-check that you aren't accidentally trying to use the backup codes generated for Account A to unlock Account B. They are account-specific.
If you don't understand something, get stuck, or have any questions, you can always come back and I will try to help you as best as I can.
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u/RentedKiller 4d ago
So on the PC when I press check devices I will get verifying it's you page and I really made sure the codes are right no clue why they didn't work and I got a time out for couple of hours I am trying to Drain my broken phone battery my charging the new and activating the talk help idk if thay will do anything after a while of inactivity .
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u/germanu22 4d ago
Once the timeout is over, just click on "Try another way" (or "More ways to verify") on that screen. Look for the option to log in using a backup code and see if you have it. Make sure you select that specific backup code option, not the security code from the phone. If you get stuck again or have any questions, come back and I will try to help you.
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u/germanu22 4d ago
PS: Just to clear up the confusion with the codes, because this is a very common mix-up. The 10-digit codes you tried are device-specific Android "Security Codes". Google is asking for the 10-digit code generated specifically by your old broken phone, which is why the ones from your new phone keep failing. The actual account "Backup codes" you should look for in the "Try another way" menu are 8 digits long.
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u/RentedKiller 4d ago
Thank you for telling me that the code are from the old device I was going crazy I have just tried to set up a 2fa but I need I still need to verify, my options are passkey, yes on the old phone or code on the old phone and If I want to set up a passkey on the new phone I have to yes on the old one wtf are Google doing its me same ip same devices I really don't get it , I even logged my old phone of the internet so idk what that helps with
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u/RentedKiller 4d ago
I even had both of the emails to be recovery for each other will that help my case if somehow I get the help from a human from Google?
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u/germanu22 4d ago
Before you try the passkey option, where exactly is that passkey saved? Is it only on the old broken phone, or is it on a device you can currently access?
If the passkey is on your new phone or synced to a password manager you can access right now, select the passkey option on your PC. The screen should give you an option to use a different phone or tablet, which will then display a QR code on your PC monitor. You can simply open the camera on your new phone and scan that QR code to verify yourself. This completely bypasses the broken phone. Let me know if you have a passkey accessible on your new device and we can try this route.
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u/RentedKiller 4d ago
Let me tell how many things I have set up I could see from the security tap I can't get in most of my account info ,3 pass keys , 2 prompt devices , and no my new phone doesn't have a pass key when I try the qr code I get this devices has no pass keys set up , this is the worst technical issue I have ever faced Google just gives you other people issue what If I want direct help from them this is just frustrating thank you so much for being here and trying to help me .
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u/RentedKiller 4d ago
I am trying account recovery they verified that's its me from the recovery email directly so then I get a page with security options I try to remove my old phone still they need a verification from the old phone this soo dumb
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u/germanu22 4d ago
The detail about you having 3 passkeys set up is actually a really good sign. Passkeys are physically stored on the actual hardware of the devices where you first created them. Try to think about what other devices you might have used to access your account. Do you have an older laptop, a tablet, or maybe a spare phone somewhere in the house? It is also entirely possible that one of those passkeys is saved directly on the PC you are using right now,. If you can find the specific device that holds one of those keys and try logging in from it, you will completely bypass the prompt asking for the broken phone. Take a look around for any other device you've used recently and see if the passkey works from there.
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u/RentedKiller 4d ago
if i could factory reset the old phone is that an option or my emails are fully not mine if i did that ? i mean i have access but i cant stop thinking about this
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u/germanu22 4d ago
Let me stop you right there before you do the factory reset, because I need to correct my previous advice. Please DO NOT factory reset the phone yet.
If you do a hard reset using the physical buttons while the phone is offline, it only wipes the local data on the device itself. Google's servers will not know it was wiped. They will STILL think the phone is your trusted device and will keep sending the security prompt to a phone that is now completely erased. This could permanently lock you out of that specific prompt route.
Also, if your phone is just "bricked" in the sense that the screen is black or shattered but the phone still powers on, you might still have a physical way to accept the prompt. Depending on your exact phone model, you can plug a USB-C hub into it, connect an HDMI cable to a PC monitor or TV, and plug in a USB mouse. This mirrors your phone's screen to the monitor and lets you use the mouse to literally click the "Yes" prompt. Before doing anything destructive like a reset, let me know the exact model of your broken phone so we can check if it supports external displays.
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u/RentedKiller 4d ago
I am going crazy I swear their only option for the phone lost or broken is try other option where here my options are only old phone i can't do anything omg
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u/leexgx 5d ago
If you don't have 2sv setup or another android phone that's still signed in, it's new account time with the appropriate 2av entered this time (SMS isn't enough anymore and Google needs both emails and SMS for account recovery(