Question hacked account, secured it, someone still accessing it, how can i contact google regarding this issue?

[memz1]

hacked account, secured it, someone still accessing it, how can i contact google regarding this issue?

i was fooled into downloading and running a program while on discord, i was then logged out,
and they took over my discord account. then my email was accessed, multiple times.
i did all the steps to secure it but someone is still accessing it.

heres what i did. i re-installed windows 10 on my pc. (which is where i installed the virus)
so virus issue handled, clean install, kept no files.

i changed 2 step from phone # to authenticator on my phone.
i generated backup codes.
i removed every single third party app that used my account.
i deleted every single password that my account saved.
i changed my password.
i logged out any suspicious devices (been doing this now multiple times per day, le sigh)
i removed the odd phone number under my personal details.

i have done literally every single thing i can think of to try and keep this person/hacker out
of my account, but SOMEHOW, they are still accessing it.
HOW IS THIS POSSIBLE?? how can i stop it?
grok said change your password again, but i dont think this will help.
clearly they dont know my password, and clearly they arent using a password,
clearly they are somehow using some kind of token to gain access.
so... discouraged. if this continues, i may have to just call it compromised, and abandon the account, move to a new one grr.
this happened to me years ago, when a hacker was on my account.
i believe they may be using some kind of zen-desk tool??
but i ended up simply abandoning the account, because.. yea, its easier.
when you do everything to secure your account but nothing works,
literally what should i do?

 

[rgd1101]

turn on f2a. so any new connect would required it for your future account
https://support.google.com/accounts/answer/13533235?hl=en

 

[Cilantro7536]

I don't know how they still get access to your account, but here are some ideas that you can further try, and since I don't know all your details, some ideas will be something that you have already done:

1. Set "Skip password when possible" to off, since you don't think they have your password.
2. Make sure your Authenticator is not Google authenticator with Google cloud backups. Use an authenticator that you can just backup locally for now.
3. Make sure you don't have unexpected sensitive Gmail settings. Check forwarding emails, and check filters to delete emails.
4. Check passkeys, especially those recently created
5. Besides checking for unfamiliar phones, check also the authenticators and the Google prompt devices. More than you expected?
6. If you have a recovery email, make sure your recovery email isn't also compromised.

 

[rgd1101]

outlook have a feature that you can create alias that you can use to login.
basically you have 2 email. one you use to login and never use it for sending email and one is your regular email that you use to send email but disable for login.

 

[johnbl]

set up a main account that you keep secret. Under that account set up email alias that you use to access public resources.
I use a microsoft account and you can set the alias such that it can not be used to log in with.
The hackers attempt to log into the alias account and fail because you simply can not login with it.
(hundreds of attempts across the world attempting to log in to my alias)


well that is how I am set up.

for your case you need to find out how your system is being accessed. I would start by resetting the router and update the firmware. You can look at what apps are let thru the router if you want to find a suspect. reset and update should get things back to normal, then you have to find anything on your machine that might modify your router settings. you might also look at your router logs before clearing them.

there are so many published ways to hack a computer now. it is hard to tell you what to check for.

 

[nuttynut]

Check logged in devices. Log out any sessions from before the password change. It's known that devices do not always get logged out from Google after a password reset. Like was posted previously, the hacker may have created a passkey.

Zendesk is a support platform. It has nothing to do with your problem.