Internet Services
Yahoo!Headquarters
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Complaints
This profile includes complaints for Yahoo!'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,193 total complaints in the last 3 years.
- 970 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/17/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive Been Using Yahoo Mail For About 13 Years. I Check My Email Daily. Today I Was Only Able To Get Into My Account One Time Before I Was Somehow Logged Out And Was Asked To Login Again Due To Credentials Being Invalid, Which I Will Assume That My Password May Have Been Somehow Changed. I Thought Maybe It Was An Error Within The Mail App On My Apple IPhone So I Attempted To Login Through The Yahoo App Itself. Unfortunately I Was Unable To Login On There As Well Because Of Wrong Password. I Know It Is The Right Password, Ive Used The Same Password For Years Never Changed It. I Called Yahoo Support To Get Help, The Representative Offered To Help Me But Stated Due To The Fact Of Them Being A Premium Call Support System I Would Have To Pay A $12.99 Monthly Subscription After Gaining Access To My Account. They Asked For Me To Have My ID And Debit/Credit Card. Me Being Who I Am I Thought It Was A Scam So I Did More Digging; Only To Find Out That It Wasnt A Scam Yahoo Is Actually Charging People To Regain Access To Their Accounts. Why Would They Charge A Monthly Fee For A One Time Help. Theres Got To Be Something Else Going On Behind The Scenes Because Im For Sure My Password Is Indeed Correct!Business Response
Date: 05/19/2025
The Yahoo team will reach out to the member regarding their account.Initial Complaint
Date:05/16/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
AOL asked me to change my password. When I did it locked me out and said that I needed to call ************** to recover my account. When I called that number it said that they would not unlock my account unless I paid for a premium plan for IT help. This is literally extortion.Business Response
Date: 05/19/2025
AOL has received the complaint and will reach out to the user to assist.Initial Complaint
Date:05/16/2025
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had several email accounts for a business that is no longer open. They were attached to the business phone number that is no longer active. In my attempt to add them to my main email account as additional email accounts the system wanted me to verify the account by phone even though I already provided the correct password for the account. What is the use of a password if you can't use it to log into your account? And even though I provided the correct password they still want me to pay to speak with their 'premium' support to correct the phone number on the account and want to hold my email account hostage until I pay them for something as simple as changing the phone number even though I should have access to my account with the correct password. It's not a easy password there is no way it has been compromised i have to look it up just to type it correctly.Business Response
Date: 05/22/2025
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.Customer Answer
Date: 05/25/2025
Complaint: 23337189
I am rejecting this response because:They sent me an email asking...
Please provide us with the email addresses you are having trouble accessing.
What is the full name of the account holder?
What is the account holders date of birth?
List the following info from several emails youve sent from your account more than a week ago: (All 3 items must be from the same email.)
Subject line
Email address
Name of contact.
List several businesses, newsletters, or subscriptions from which you receive emails. (Common examples like ********* Instagram, and ******* are not accepted.)
Name any folders you created to sort emails in your account.
Also, please provide the following to corroborate the above information:
A copy of your Photo ID - clearly showing the name, date of birth, and photo
A clear selfie picture of you holding that ID
Profile image
Conversation View
Inbox
Yahoo Concierge Escalation - Account Recovery [ thread::VycP98dLAn6cRKLIa2n0BAM:: ]
********************************************************************
To: me
Fri, May 16 at 11:02 AM
Visit site
Hello: My name is ****, and I work on a small, internal team representing the highest available level of Yahoo ************** I am writing in response to your inquiry regarding trouble accessing your account. I would like to thank you for taking the time to bring your concern to our attention and for allowing me the opportunity to address this issue. To verify ownership of the account please answer all of the questions listed below. Note the information is asked as a set. Please provide us with the email ad
******* ******
To: ********************************************************************
Sat, May 17 at 5:04 AM
Message Body
These emails were created for my Mobile Video Game Company ************************* Video Game Truck( they were all created by me and are not individually owned. They do not have person first and last names but all will have the company name. No photo ID will match them. There are no emails sent from these accounts. They were all made for subscriptions and access to ********* Xbox game pass, ******** switch online and Playstation Now access.
Please provide us with the email addresses you are having trouble accessing.
************************************************************
************************************************************
************************************************************
************************************************************
************************************************************
************************************************************
************************************************************
************************************************************
************************************************************
What is the full name of the account holder?
The account holder names will be Gamers Juggernaut or Game Juggernaut
What is the account holders date of birth?
The date of birth should be listed as ********** (my daughter's birthday)
List the following info from several emails youve sent from your account more than a week ago: (All 3 items must be from the same email.) None
Subject line None
Email address None
Name of contact. None
List several businesses, newsletters, or subscriptions from which you receive emails. (Common examples like ********* Instagram, and ******* are not accepted.)
********* Xbox, ******** switch and Playstation network
Name any folders you created to sort emails in your account. None
Also, please provide the following to corroborate the above information:
A copy of your Photo ID - clearly showing the name, date of birth, and photo
A clear selfie picture of you holding that ID N/A
Maybe i created them the wrong way but it's the only way i could think of to have online access for 10 separate video gaming systems for my business.
When received, well cross-check your answers with what we have on record. One of the ways we protect our members is by denying assistance to those who cant provide the information related to their accounts, so its important that we get all of these answers.
In addition, when you submit this information, please include a mobile phone number and/or an alternate email address you would like to have linked to the account as a future recovery method. The phone number the was connected to each of these accounts was ************ which is disconnected. I want to change it to ************
One of the ways we protect our members is by denying assistance to those who cant provide the information related to their accounts, so its important that we get all of these answers.
There really was no reason to deny me assistance or access to my accounts. I did not enter the password wrong. I have accessed these email accounts from this device before. It honestly seems as if you are doing this on purpose to make your customers pay you to have you help them through your paid customer service. Asking someone to verify it is them after they correctly entering the password the fist time (not several attempts but the very first time) is annoying and seems a little overkill. Why even ask for the password that was created if your system is going to ask them verify a different way regardless if the information is correct or not? Why have a password option?
Sincerely,
******* ******I have provided MORE than enough information including the correct password. Now they want more information. I provided information that no one else would know and that should be enough!
Business Response
Date: 05/30/2025
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.Initial Complaint
Date:05/15/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am contacting you about the free email services provided by the company **************************. She just changed phone providers and was issued a new phone number. She cant remember her email password. They text a 6 digit code to the phone number she doesnt have. We can not use it to reset the email password because we dont have the pin! Now they want 12.00$ a month to unlock the account. We can not afford it hat with expenses. I am asking for the email to be restored FREE of charge and a fine or apology issued from yahoo.Business Response
Date: 05/21/2025
The Yahoo Team has worked with the user to resolve this complaint. We have assisted the user with verifying the account.Initial Complaint
Date:05/15/2025
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had two Yahoo accounts for a long time. One I have had for almost twenty years and the other for over twenty years. I have locked myself out of both accounts through a mistake of my own when having to set up the 2-step verification. Now I cannot access the verification code to sign into either account and hence have locked myself out. I know the password for each account. Therefore, I simply need Yahoo to change the recovery email for both accounts to the email I created after locking myself out.I have called the Yahoo premium customer care number multiple times over multiple days, and every time the representative tells me that they cannot verify that I am the owner of the accounts through the answers to the questions asked to verify account ownership. It is understood that there are security measures in place to protect Yahoo accounts, but those security measures are what is literally preventing me from accessing my Yahoo accounts. My complaint is that there is no other way provided to contact Yahoo other than the premium customer care number and no other options to prove account ownership. It is strongly felt that a Yahoo account owner of more than twenty years should be able to be helped more. I have been going around in circles trying to find other ways on my own to contact Yahoo. Now that I am making a complaint against Yahoo through the Better Business Bureau I feel that that in itself should be proof that I am in fact the owner of my accounts. Only the actual owner would take these steps to regain access to their accounts. It is unfortunate that making a complaint against Yahoo was the only way for them to be contacted through other means, but from the time spent going in circles, since Yahoo is very difficult to contact outside the premium customer care number, I was left with no other choice. I truly hope that there is something that can be done for me to gain access to my Yahoo accounts again.Business Response
Date: 05/15/2025
Yahoo has received the complaint and will reach out to assist.Customer Answer
Date: 05/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Yahoo contacted me very quickly after making my complaint with the Better Business Bureau, and the representative who assisted me was very helpful, friendly, and professional.
Sincerely,
***** ********Initial Complaint
Date:05/15/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The phone number I had listed for authenticating my Yahoo account was tied to a device that was stolen, and I no longer have access to that number. Unfortunately, Yahoo is only offering one option to regain access to my accountusing a paid service. While I understand the fee might not go directly to Yahoo, it's still the only path they're allowing, which feels questionable and concerning.I know my login information and simply need help verifying my identity without the phone number. Its disappointing that there's no alternative support available without a cost. To be honest, I cant afford the fee even if I wanted to. Its incredibly frustrating and disheartening to be locked out of my own account with no real help.Business Response
Date: 05/16/2025
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.Initial Complaint
Date:05/15/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had a yahoo email for 15+ years. Recently, I have been locked out of my email. My entire life is on thereAll bills, all passwords, all photos, all subscriptions, all social media, literally everything and I can no longer log in to my email. Out of nowhere they logged me out on my iPhone. And I cant get in. Ive tried every forgot option and my backup email doesnt work anymore. So they have told me the only option is to give them my ID a picture of my self and voice confirmation. And that I have to pay for the premium service to unlock it.. I am not comfortable giving all of the above information for email verification or recovery. Please help me resolve this issue!! Its outrageous that you have to do this and cant just forget password or have something sent to the phone number linked to the account. No I have bills and charges that I cant access this stop because of this!Business Response
Date: 05/19/2025
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.Initial Complaint
Date:05/14/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive had a yahoo email address for many years probably over 10. Recently something happened and they logged me out of my account automatically and they are me to be able to login that I have to pay their paid service. They say theres other ways to recover the account, but I dont access to my old phone number on there or any other way Ive exhausted every option. Ive heard many others complain about the same thing and now Im locked out of my email primary email account. This is so unfair and itseems manipulative. Im going to lose all of my information if I dont sign up for their paid subscription.Business Response
Date: 05/20/2025
The Yahoo Team has received the details of this complaint we have reached out to the user to assist further with no reply.Initial Complaint
Date:05/14/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had an AOL account for over a decade. The account is attached to my ****** account as well as other accounts. Someone has logged into my AOL account and changed the password and the recovery email. I no longer have any access to the account. I called support for assistance after exhausting all possible ways to get into my account online. They did not provide any assistance at all and now I am left unable to access my AOL account to get into multiple important websites across the web. I will hopefully not lose access to all these other accounts because of their BREACH OF MY ACCOUNT SECURITY.If they could give ME a temporary password or link my correct email to the account the problem will be solved. However, I do not believe their customer service is willing to do what they should to HELP ME THE CUSTOMER with problems that THEY createdBusiness Response
Date: 05/14/2025
AOL has received the complaint and will reach out to the user to assist.Initial Complaint
Date:05/14/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am unable to login to my yahoo email address. I have tried to reset my password via the phone number and email on file. Now I cant reset it without sending an access code to my whats app but I am not receiving a pin. The only alternative is me calling their premium service and paying to reset my passwordBusiness Response
Date: 05/16/2025
The Yahoo team contacted ***** ** but received no response.Customer Answer
Date: 05/23/2025
Complaint: 23329552
I am rejecting this response because:How do I know who from Yahoo is actually reaching out? An email I received from a supposed concierge yahoo is asking for personal details to an email account with a photo of me and my ID. How can I be certain this is not phishing.
Sincerely,
***** **Business Response
Date: 05/29/2025
The Yahoo team has attempted to contact ***** ** but received no response. We have closed the ticket on our end.
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