Business Profile

Internet Services

Yahoo!

Headquarters

This business is NOT BBB Accredited.

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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

2,200 total complaints in the last 3 years.
979 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:04/25/2025
Type:Service or Repair Issues
Status:
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 been unable to login to my Yahoo! email account for 5 days. It appears that my verification information has been changed so I cannot access it. I have contacted Yahoo! 8 times over the last week to attempt to get into my account, each time being told their system could not verify me despite providing my state ID and that there is nothing else they could do to help me. They will not allow me to speak to anyone who could look further into the issue or investigate potential fraud no matter how much I request it.
Business Response
Date: 04/29/2025
The Yahoo Team has worked with the user to resolve this complaint. We assisted the user with verifying the account and regaining access.
Customer Answer
Date: 04/29/2025

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:04/25/2025
Type:Product Issues
Status:
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 locked out of my Yahoo email, and Yahoo deleted the recovery email associated with my account. There is no way for me to receive verification codes or recover access without paying for support. Despite claiming recovery help is free, Yahoo directs users to a paywall for any meaningful assistance. This is misleading and unfairnot just to me, but to many others experiencing the same issue.
Business Response
Date: 04/28/2025
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: 04/28/2025
Yahoo has yet to reach out to me.
Business Response
Date: 04/29/2025
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

Complaint: 23252400

Yahoo has ***eatedly mis***resented its account recovery services as free. In my case, I lost access to my email account, and ********************** has offered no way to recover it unless I pay for premium customer support. ********************** reached out to me this past week and informed me they cannot restore access because the name on the account does not match mine. However, this change is likely the result of unauthorized access, as Yahoo has experienced multiple security breaches in the past which have been well documented.

Many users have ***orted similar issues where accounts were hacked, recovery options removed, and Yahoo provided no meaningful support without payment. For a platform that once promised basic access and recovery for free, this is misleading and unfair. The Yahoo *** also let it slip that I would've wasted money calling for premium support since premium support would not have been able to restore access to my account due to the name mismatch. I request that Yahoo either restore access to my account using additional verification methods and stop forcing customers to pay for issues caused by security lapses on their platform.

Desired Resolution:
I am still waiting for my account to be restored.

Sincerely,

Osi Otugo
Business Response
Date: 05/05/2025
The Yahoo team has previously reached out to Osi Otugo and provided all the support options available. They have our contact information if they have further questions.
Customer Answer
Date: 05/15/2025

Complaint: 23252400

Ive already explained why the previous response was unsatisfactory. I need to speak with someone who can actually resolve my case. Im currently locked out of an account tied to the email Im trying to recover, but Im unable to reset the passworddue to one of Yahoos past security breaches as the name was changed on the account

Sincerely,

Osi Otugo
Initial Complaint
Date:04/25/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
starting 4 days ago can not access AOL account [ 3 decades using it ] - being forced to go thru aggravating verification process [ two step verification NOT enabled !] - help number would not recognize my long standing account - after hours of trying i purchased their paid support. account now recognized - since then have spent 3 days + over 6 hours on phone with 4 different support persons to NO AVAIL - they al gave up + told me to supply feed back, which does nothing to solve issue - not only inconveniant but the process is using up this seniors prepaid phone minutes -
Business Response
Date: 04/28/2025
The Yahoo team contacted ****** ********** and assisted the customer with regaining access.
Customer Answer
Date: 04/28/2025

Complaint: 23248994

I am rejecting this response because:they have contacted me, + done nothing to rectify the agravating situation !

Sincerely,

****** **********
Initial Complaint
Date:04/24/2025
Type:Product Issues
Status:
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.
Unable to access yahoo email accounts : ***************** Error message states verification code sent to unaccessable email accounts. Circle back between recovery yahoo emails. Only option is to pay yahoo to release my email accounts.
Business Response
Date: 04/25/2025
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:04/24/2025
Type:Billing Issues
Status:
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 locked out of my email account and am not able to access critical information that affects my familys safety.
Business Response
Date: 04/30/2025
The Yahoo Team has received the details of this complaint and has reached out to the user regarding their issue
Initial Complaint
Date:04/24/2025
Type:Customer Service Issues
Status:
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.
Unable to recover account, no additional support options offered.Called on 4/24/25 to recover my grandma's email (account unlock and password reset).We were both on the line via speaker phone and called at 2:36 pm CST and again at 2:57 pm CST.Each time agents took our names, the email address we were concerned about, and then insisted the system gave them no additional validation options. One agent did ask when we lost access to the account (phone app started asking for the password) and what city I was calling from.Both times, we were told there were no other options for us but to call again later as the system's validation options may change.Requests to escalate the call to a supervisor or another department that might be able to help were refused.Contacted Yahoo ************* via X (4/24/25 @ 3:42 pm CST) eventually being told they cannot handle account recovery issues and to go to ******************************* and hit Contact which leads back to the premium support line we talked to previously.The email account is older (created in the late 90's or early 2000's) and has been in almost daily use. I have an expectation of having a route to recovering the account rather than being asked our names, the email address, and being told there's nothing to be done.
Business Response
Date: 04/25/2025
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:04/24/2025
Type:Service or Repair Issues
Status:
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 is requirement payment for support for email recovery for 2 accounts: **************************************** ***************************************** I don't have access to my old phone number and the only way to change it is to pay them
Business Response
Date: 04/29/2025
The Yahoo team contacted ****** **** and requested additional information, but we received no response.
Initial Complaint
Date:04/23/2025
Type:Customer Service Issues
Status:
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.
Yahoo won't let me use customer care to reset my recovery email (which is another Yahoo email and also locked out at the same time because I'm using a VPN apparently) unless I pay them $12.99 a month to access premium customer care. So there is really no access to either of my yahoo emails except by paying them a monthly subscription fee to gain access to their support to reset my recovery email.Extortion at its finest. They are also requiring me to reverify on my trusted device that is not using VPN. Seems to be intentional then, that they are auto logging you out on all devices and forcing you to reverify, hoping you don't have access to your recovery emails and then charging you $12.99 to access your email account again. Ridiculous. The "free way to recover your account" uses your recovery email... Which is exactly what is trying to be reset. Ugh. Don't think being extorted into shelling out $12.99 to reset your recovery options is acceptable for a free service.
Business Response
Date: 04/24/2025
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: 04/24/2025

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. Thank you for allowing me to reset my recovery email

Sincerely,
***** ******
Initial Complaint
Date:04/23/2025
Type:Sales and Advertising Issues
Status:
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.
On the morning of Monday April ******* I was able to access my account which is ********************** mail, email address : ***************************************** which was logged into the mail app on my apple iOS iPhone 11 Pro Max in **********. That same afternoon (4/21/25) I attempted to access my account from the same app on the same phone and received an authentication error, which required me to log in on the yahoo web page. Once on the yahoo mail page i followed the prompts by typing in the email address followed by what I thought to be the password. I then clicked forgot password and was directed to the recovery option page. I havent had access to the number associated with the account so my only option was to call paid customer service who only gave me the same option after explaining the lack of access as well as the new owner of the number having the number disconnected. Furthermore they had me upload my id and take a selfie only to deny me entry because I didnt use my legal last name when creating the account over 8yrs ago. This account is linked to EVERYTHING important and they wont let me use my security question and answers to regain entry even though I set them up as a two step verification method . They told me that the options are system generated. More importantly I havent had access to this number for over 2yrs and have been logged in on the same device with no interruptions until now. In addition to being unable to update the phone number on the account due to lack of access to the previous number . Please help I am waiting on an important email from the ***************************. I can also verify reoccurring emails as well as specific emails sent on that day from **************
Business Response
Date: 04/28/2025
The Yahoo team contacted ****** ****** and assisted with regaining access.
Initial Complaint
Date:04/23/2025
Type:Service or Repair Issues
Status:
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 problem Im having with yahoo right now is they wont give me access to my account. I had given him my recovery email address. I have given them my other email address I have done email verification. I have done phone number verification.I did my recovery phone number. I have keyed in every single thing I want to I even was willing to pay $9.95 for a one time getting this taken care of I uploaded my drivers license. I uploaded the back of my drivers license I took a selfie. Ive given him a wholebunch of personal information and they refuse to give me Any type of help and assistance. Matter fact they keep telling me to call back in matter fact there was one girl name, ****, who decided to hang up on me and laugh at me when I was telling her my problems they disrespect you they steal your information and theydont give you any thing or access to the account I would like to have access to my account. I need some documents that are in email and since I dont have access and these guys wanna just steal your ID And then probably fraud me in the future I need help resolving this thank you
Business Response
Date: 04/29/2025
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further. After multiple attempts to contact the user we have had no reply

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Yahoo! is NOT a BBB Accredited Business.