ChromeOS · Recovery Guide

How to Recover and Re-secure Your Google Account on a Chromebook

If you use a Chromebook, here's how to recover and re-secure your Google account after it's been compromised, ensuring your data stays safe.

Phase 1: Getting Back into Your Account

The first step is to regain control of your Google account. You'll need to use Google's account recovery process, which can take some time.

1. Navigate to Google's account recovery page at g.co/recover on any device.
2. Enter your Google email address or phone number associated with the account.
3. Follow the on-screen prompts. Google will ask a series of questions to verify your identity.
4. Provide as much accurate information as possible, even if you're unsure. This helps Google confirm you're the rightful owner.
5. Once verified, you'll be prompted to set a new, strong password. Make sure it's unique and complex.

Phase 2: Reviewing Account Activity

After regaining access, it's crucial to check for any suspicious activity to understand what the unauthorised person might have done.

• Go to your Google Account Security Check-up at myaccount.google.com/security-checkup.
• Review the 'Recent security events' section for any unfamiliar sign-ins or changes.
• Check 'Your devices' to see if any unknown devices are logged into your account. Sign out of any you don't recognise.
• Examine 'Third-party apps with account access' and remove access for any suspicious applications.
• Look at your Gmail for any sent emails you didn't compose and check your Trash for deleted items.
• Review your Google Drive and Photos for any unfamiliar files or changes.

Phase 3: Deep Cleaning Your Chromebook

To ensure your Chromebook is free of any lingering threats, you should consider a powerwash, which resets your device to its factory settings.

1. Prior to a powerwash, back up any important local files on your Chromebook to Google Drive or an external storage device.
2. Sign out of your Chromebook. On the sign-in screen, press Ctrl + Alt + Shift + R.
3. Select 'Restart' and then, when prompted, select 'Powerwash'.
4. Confirm your choice. The Chromebook will erase all local data and settings.
5. After the powerwash, your Chromebook will restart as if it were brand new. You'll need to set it up again with your now-secure Google account.

Phase 4: Strengthening Your Account Security

Once everything is clean, implement stronger security measures to prevent future breaches and keep your account safe.

• Enable 2-Step Verification (2SV) on your Google account immediately via myaccount.google.com/signinoptions/two-step-verification. This adds an extra layer of security.
• Use strong, unique passwords for all your online accounts, ideally with a password manager.
• Regularly review your Google Account Security Check-up to monitor for new activity.
• Be wary of suspicious emails or messages (phishing attempts) asking for your login details.
• Keep your Chromebook's operating system updated to ensure you have the latest security patches.
• Consider setting up a recovery email and phone number for your Google account if you haven't already.