# Google Log-in issues Help Center informations

## Troubleshooting: Google Log-in issues
This article contains the following:
1. Overview
2. Troubleshooting checklist
3. Google sign-in process
4. Login logs
5. Common Mistakes

This guide is for area administrators familiar with Google SSO through Clever. Use this information to troubleshoot login issues. If you're just getting started with Google and Clever, check out Single Sign On (SSO) with Google.
## Troubleshooting checklist For Google sign-in issues

### Does the user have an active Clever account?
**Is the email field in Clever filled for the user?**
Is the email address in Clever correct? (up-to-date and without typos)
Are there other Clever users with the same email address? Their email address must be unique.
Is the user entering the correct email address? i.e. their email address provided by the school, not their personal email address
### Google sign-in process
* When a user clicks "Sign in with Google" on your county's Clever sign-in portal URL, Clever sends the user to Google, where they enter the county-provided Google email address and password.
* Clever does not have access to Google passwords for users; however, once the user enters their credentials, Google will redirect the user back to Clever, providing a "token" that tells Clever that that user has successfully logged in.
* If the user is logging into Clever for the first time through Google, they may be prompted to approve Clever as a Google SSO application.
* Once a user logs in, Clever passes the user's token to all associated applications they try to log into. This allows the user to access their Clever applications through single sign-on (SSO) through Clever without having to re-enter credentials.
There are intermittent login issues that users of the county experience. The first step in investigating a user login issue is to navigate to Clever Dashboard > Support Tools > Login Logs. See this article for details on how to filter data from your county's registers!

### Common Mistakes In Google Login

**Here are the most common errors and how to fix them:
does not match:**
The unique identifier passed to us by Google did not match any user in Clever. Basically, the user (let's call her "Susan") was successfully able to prove to Google who she was, but when Google came along and said to Clover, "Hey, could you sign in for me, Susan?" we responded, "Sorry we're not here Susan". The most common reason for this is that the user is trying to login to a system that is not yet synced to Clever, but it could also be that the field we are matching on, such as student number or email address, is missing from the SIS upload for user in question. We show the matches we tried to set in your single sign-on (SSO) event logs, so check there and then look for the relevant information in your SIS Data Browser and/or Clever to see what might be going on.

**no_code:**
* When a user first logs into Clever with Google, they are asked for permission. If they deny permission, we won't get a valid code for them to login and show this error. Ask the user to try again and accept permissions to use Clever.

**no_token:**
* Pretty rare mistake. This indicates that Google had a problem when we tried to sign in. This may indicate that Google had a temporary network outage or a bug. If you see this error occurring frequently, please contact Clever Support as soon as possible so we can work with Google and help you troubleshoot.
* If you have any questions, please contact Clever support! We will be happy to help!
## What to do if you can't sign in to your Google account.
## How to Fix Google Account login-in on Android Phone
Support.com Technical Team This guide has been written and reviewed by the Support.com Technical team. With years of experience, our technicians are passionate about making technology work for you. We love feedback! Let us know what you think of this Guided Path® by rating it at the end.
* It can be frustrating when your smartphone has issues with your Google account.
* This guide will help you resolve this issue.
* Google Android account action Notification required.
* Action required with 1 account
* Swipe down from the top of the phone.
* The top of an Android phone with an arrow indicating to swipe down.
* In your notifications, select Account Action Required.
* Notifications with "Account Action Required" highlighted.
* Select Next.
* Google account Sign in to the welcome screen with Next highlighted.
* You will be asked to enter the password for your Google account.
* Enter the password input dialog.
### How are Google accounts disabled?
* First, let's try to understand why you might find yourself in this situation in the first place.
* Kim says there are three main scenarios when a user cannot log into their account. First, the user loses their credentials. This could mean that you forgot your password, you changed your Google password on one device and forgot to re-enter it on another device, or any other credential confusion.
* The second scenario is when a user's Google account is disabled due to suspected hacking. “If Google suspects that an account has been hacked, we disable it as a preventive measure,” says Kim. “This is similar to how a bank will suspend a credit card if it detects suspicious transactions on the account.”
* The third scenario is that Google suspends an account that violates its policies. If a user has posted offensive content or their email address is being used for phishing attacks, there could be several possible reasons for an account being disabled due to a policy violation.
### So I know why I got banned. What can I do?
* In case of a problem with your password or credentials, you must go through "Forgot your email address?" under the login prompt, or run the Google account auto-recovery process which will walk you through a series of questions to access your account using an additional method (such as a phone number or other email address) or if those methods don't work to create an account replacement.
* The same goes for accounts that are suspected of being hacked; you must use the account recovery tool. Kim says an important part of ensuring a smooth recovery is that you have backup phone numbers or email addresses set up ahead of time. "We strongly encourage everyone to add a backup phone number to their account." Kim added that any phone numbers added for two-factor authentication aren't used for anything else, so you don't have to worry about marketers using them.
### How to encrypt any file, folder or drive on your system
However, accounts flagged as violating the policy have the option to check this action the next time they log on. In this case, users are still in control of their account identity.
Kim says that anyone who encounters this situation should first read Google's policies to make sure they understand why an account has been disabled before clicking. In some cases, the next time you try to sign in, you will see information about why the account was disabled, such as suspected phishing. “However, in some cases, we cannot provide additional information for security reasons,” says Kim.
* When appealing this decision, "Users can provide additional context to help our reviewers decide whether to restore access to their account," says Kim.
* This review process may take up to two days.
* How to contact for Google for login issues by phone
* You can call Google Support at 888-588-8639. The number leads to an operator service called "Googleplex", which is based at Google's headquarters in Mountain View, California.
* Calling this number will take you to an automated menu that will guide you through a number of other menus. In most cases, the end result of your call will be a voice recording telling you which web page to visit to try to solve your problem. In some cases, you may be connected to a customer service representative.
* Google plex hours of operation are Monday through Friday 8:00 am to 5:00 pm PST. If you call outside office hours, you will simply be guided through the menu by voice recording and you will not be able to contact a human representative.
* There is also an international option for those living in India. This Google contact group can be reached.

**Important:** Be careful which Google support number you call, as numbers not listed here are likely scammers. Google's previous customer support number, , no longer works and now leads you to a recorded message that is, for example, an obvious scam.
## How to get help from Google online support
With most of the problems you encounter while using Google, whether it's a problem with your Gmail, Google Chrome browser or Google Maps, other people have probably encountered and documented the same problems dozens of times.
Google employees write tutorials to solve common problems, and there are user forums dedicated to a variety of problems. Here's how to find an ex.

**1.** Sign in to your Google account and go to support.google.com.
**2.** You will see a search bar where you can type your problem above the nine icons displayed in the middle of the screen.
**3.** If you have a problem with one of these specific products, such as Google Chrome or YouTube, click the icon. If not, briefly describe your problem in the search bar.

**Note.** You can click the little blue arrow below the nine icons to see dozens of other more specific icons.
Desktop view of the Google support page.
**4.** The page following each icon lists many of the most common problems users experience, so look for your problem there.

## How to use the Google Community Help Forums
If you can't find the help you need in Google's published content, consider sifting or asking questions in its forums.

**1.** On support.google.com, select the appropriate Google product or service icon and click it.
**2.** On the next page, in the upper left corner of the screen, click the word "Community".
Desktop view with a red arrow pointing to the community tab on the Google support page.
Click the Community tab on the Google Support page for the product.
**3.** There will be several categories on the community page with answers to many questions; view the answers or enter a question in the search bar, which is automatically populated in the "Describe your problem" field in the center of the page.
**4.** In the box at the bottom of the Featured Posts section of the Community page, you can click the blue words Ask Now to ask the community a question.

Desktop view of the suggested posts section of the Google Community page with a red arrow pointing to the "Ask Now" button.
Click Ask Now.