TABLE OF CONTENTS

• Overview
• Adding Recovery Information
• Various Login Challenges
• A Note on Other Help/Additional Support

Overview

This article is meant to provide guidance regarding Google's Login Challenges. More specifically, it is designed to describe: (1) when they appear, (2) why they appear, and (3) what you can do about it.

Note: Two-Step Verification

Two-Step Verification is the recommended method to avoid receiving these other Login Challenges. If you haven't done so already, please take the time to enroll in Two-Step today.

Account security is of utmost concern for both Google & SAS Computing. When Google determines that a user is logging in from either: a) an unknown device (new phone, tablet, laptop, or desktop) or b) an unusual or new location (different state or country), they may prompt the user with a login challenge. The login challenge that you receive depends on the information that you have associated with your account.

Adding Recovery Information

1. Navigate to myaccount.google.com
2. Log in with your Google Account
3. Click the "Security" tab
4. Scroll down to "Ways we can verify it's you"
5. Choose a recovery option (phone or email) & follow the instructions to verify your information

Various Login Challenges

Scenario 1: No recovery information

You will be prompted with the following Login Challenge if you do not have a recovery phone number or a recovery email address associated with your account.

1. Enter any mobile phone number
2. You will receive a 6-digit numerical code
3. Enter the code & click next

Scenario 2: Only recovery phone number

You will be prompted with the following Login Challenge if you only have a recovery phone number associated with your account.

1. Choose your preferred option:
   • Receive a text at your designated recovery phone number
   • Receive a voice message/call at your designated recovery phone number
   • Confirm your recovery phone number

Scenario 3: Only recovery email address

You will be prompted with the following Login Challenge if you only have a recovery email address associated with your account.

1. Confirm your recovery email address
2. Click Next

Scenario 4: Both recovery phone number & recovery email address

You will be prompted with the following Login Challenge if you have both a recovery phone number and a recovery email address associated with your account.

1. Choose your preferred option:
   • Receive a text at your designated recovery phone number
   • Receive a voice message/call at your designated recovery phone number
   • Confirm your recovery phone number

A Note on Other Help/Additional Support

While an “Other Help” button is provided, it leads to Google’s account recovery process which unfortunately will not work for a student’s Google@SAS account. 

If you are unable to recover your account with the provided options, please contact Student Support.

*Adapted with permission from support.wharton.upenn.edu