Business Profile
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
- 2,191 total complaints in the last 3 years.
- 968 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:05/01/2025
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 have been trying to login to an old email because im trying to login to an account (on another platform) that i used this email to sign up on and it sent a code to this email. Now that I successfully login to the email, yahoos system is saying that it needs to verify if its me and THE ONLY OPTION is to send a code to the SAME EMAIL IM TRYING TO LOGIN TO. No other option comes up. I called support and theyre telling me because theres no information to verify the email they arent willing to help me reset the account or put another email in place of the recovery email. Even they said so themselves the system is outdated. How the h*** is that my problem??? I need to login to my account and would like yahoo to do right by people using this platform to get my account back.Business Response
Date: 05/02/2025
The Yahoo team will reach out to the member regarding their account.Initial Complaint
Date:05/01/2025
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 have had a yahoo account for over 15 years. I am currently locked out of my account and after speaking with someone from yahoo, I am still locked out. It is crazy that they charge for a service but don't actually help fix the problem.Business Response
Date: 05/01/2025
Yahoo has received the complaint and will reach out to assist.Initial Complaint
Date:05/01/2025
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.
Ive had my Yahoo account since I was 12 years old, and its been the main email.Ive used for years for everything from school sign-*** to important account logins. Recently, Ive been locked out because I no longer have access to the phone number linked to the account, which is completely understandable given how much time has passed. Whats frustrating is that theres basically no way to resolve the issue without paying just to speak to someone in customer service. It feels ridiculous that something as basic as account recovery especially for a long-time user requires a payment barrier. I shouldnt have to jump through hoops or spend money just to prove ownership of an account Ive used for over a decade.Business Response
Date: 05/01/2025
Yahoo has received the complaint and will reach out to the user to assistInitial Complaint
Date:05/01/2025
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.
Ive had my yahoo email account for over 15 years and I know my password. Yahoo is now forcing me to provide a secondary verification method thru a cell phone that I no longer have access to. They will not allow me to change my verification method unless I subscribe to a premium customer service subscription. They assigned a push notification to an old cell phone of mine and not a phone number knowing that people upgrade their phones frequently and will not be able to access the at method of verification. This feels like nothing more than a sophisticated digital method of extortion. This is not a precedence that should be allowed to be set.Business Response
Date: 05/05/2025
The Yahoo Team has received the details of this complaint and has reached out to the user to investigate and assist further.Initial Complaint
Date:04/30/2025
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.
Yahoo! doesn't give one a way to update their "recovery" email or phone numbers without accessing one's account.I no longer have access to either recovery option, and would need to be able to login to do so.When I login, it requires verification using both the email and phone number I no longer have. They CHARGE MONEY to speak to a love person which is THE ONLY WAY TO FIX MY PARTICULAR ISSUE.I was told to fix it myself "for free online" which isn't even an option/choice or I would! My ONLY option is to speak to customer service.I was then hung up on by the agent I was speaking with because she wouldn't cooperate in the slightest about not charging me for a service I had no other alternative but to use. It's a scam. 100% to REQUIRE people to pay for phone support to gain access to their own email accounts by offering them NO OHTHER ALTERNATIVE to do it themselves. And it's a "plan" one must purchase on top of that.Then to be told by those agents to "go do it yourself online for free then" when they know **** well that there isn't a way to do so. And then to be hung up on because they don't want to help because they know they can't scam anyone out of their money.Business Response
Date: 05/01/2025
The Yahoo Team will reach out to the member regarding their account.Initial Complaint
Date:04/30/2025
Type:Service or Repair 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.
My 16 year old son has been blocked out from his yahoo account, despite having the correct password, recovery email, the phone number associated with the email. There is an Authenticator and a pass key added which I do not remember this account was created over 5 years ago. Called more then 5 times the support and failed the verification process, however I have my valid US drivers license and all the info that is required. The customer representatives after spending 2 days and more than 5+ hours are unable to help me recover my account. Its unacceptable that we cannot get proper customer support and recovery option. He is still locked out of his account which he uses for school and college offers. WE NEED HELP!!!!Business Response
Date: 05/01/2025
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: 05/01/2025
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.
Sincerely,
******* ******Initial Complaint
Date:04/30/2025
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.
Ive got locked out of my primary email account recently. Ive tried to log into my backup email which is also a yahoo account to recover my password but I keep getting directed to enter a verification code that is being sent to my primary account that Im having problems with logging into. Ive called Yahoo recovery help center and they want my government ID verification AND to charge me by signing up for their monthly subscription Yahoo mail plus. Ive had my Yahoo email for 20 yrs and Ive NEVER had to give my personal info from government ID nor had to pay money to regain access to my email account NEVER. New verification and recovery method is a money racket and to get too much personal information from their customers.Business Response
Date: 04/30/2025
Yahoo has received the complaint and will reach out to the user to assist.Initial Complaint
Date:04/30/2025
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.
My mother ******* ****** has been unable to log into her ************************** email account. Her email address is ************************************ When attempting to log into her account, she receives a message stating she needs to use a secondary email address to verify her identity. The secondary email address that she provided to Yahoo years ago has expired and is no longer working. We have called the Yahoo Paid Premium Support phone number ************** listed on their website several times and have been asked to scan my mother's driver's license as well as take a photograph of my mother's face to send to them to verify her identity using biometric markers. The call center is in ****. After uploading a photo of my mother's license and photograph of her face, we are told by Yahoo that they are unable to verify her identity with this method and to call back in 24 hours to try again and then they abruptly end the call. We have called back several times trying to remedy this issue and are repeatedly asked to scan and send a photo of her license and of her face for biometric identification. I am concerned that this is a scam and they are phishing for her identification to steal her identity. She continues to be unable to log into her email account which she has had for over 20 years. She cannot access her email and important photographs, messages and documents in her email account. Please help remedy this issue and restore her access to her yahoo email account. When calling the Yahoo support phone number, they state that there will be a fee charged to restore an email account and that a credit card will be required to pay the fee to restore the account. ********************** email was a free service when my mother signed up for it years ago and now they are trying to charge users to restore their accounts which ********************** has locked them out of. This seems to be a money making scam. I am writing this complaint on behalf of my mother because she cannot log into her Yahoo email account at this time.Business Response
Date: 04/30/2025
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:04/29/2025
Type:Billing 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.
Locked out of my account of 10+ years since about a year ago. Despite still knowing my (secure, randomly generated) password, Yahoo suddenly began asking me to answer my security questions to log in, something they've never done before.I use security questions as essentially extra passwords with answers unrelated to the question because the traditional format of requesting personal details leaves an account open to social engineering attacksa conclusion that Yahoo also apparently reached not too long after I created the account, as they discontinued security questions as a verification method almost ten years ago. So suffice it to say I cannot answer these questions I have not thought about for ten years.I'll also add that when I created these security questions, they were presented to me as an account recovery method, not a mandatory part of signing in. I wasn't especially concerned with this at the time since I tend to keep a good handle on my passwords on the assumption I may not be able to reset them if I lose/forget one.The only free "support" Yahoo offers is a link to an "account recovery" (read: password reset) page, which asks me to answer my security questions so I can reset my password. Obviously, my password is not the issue here, so to get any other support I am directed to a $13 monthly subscription just for the chance to talk to a person and maybe recover my account.This account is tied to numerous online retailers and digital distribution platforms like Steam, which commonly use e-mail to send verification codes. I therefore also run the risk of losing access to those accounts along with any associated digital goods if Yahoo continues to lock me out. It's deeply scummy that they can simply decide you aren't allowed to log into an account that has never been used for abusive purposes with valid credentials and then push you to pay to resolve the issue.Business Response
Date: 05/01/2025
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: 05/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I appreciate the prompt and professional communication from Yahoo, but I am unlikely to be able to recover the account based on the nature of the information requested. I'm still slightly frustrated to have lost access for what feels like little reason; however, I understand that the procedures to verify ownership through support are in place to ensure account security, so I can't fault Yahoo in that respect, and I've been successful in migrating the most important of the associated accounts to a different mail provider. I'd therefore like to close the complaint as while my issue was not resolved, I found the response a reasonable attempt at a remedy and don't currently wish to pursue the matter further.
Sincerely,
****** ********Initial Complaint
Date:04/29/2025
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.
Unauthorized charges to my bank account for over a year now and I havent subscribed to any yahoo accounts but I could never find anything about that account so Im just now finding something about this alleged account that has been hacked or something because I never subscribed to anything and I just want to be refunded for the money that Ive lost due to this account and I have canceled everything that was not of my doing and Im going to my bank tomorrow to get a new debit cardBusiness Response
Date: 04/29/2025
The Yahoo team will reach out to the member regarding the charges on their credit card.
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