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Business Profile

Internet Services

Yahoo!

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Yahoo!'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2,188 total complaints in the last 3 years.
    • 965 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Resolved
      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 since the 90s. I was prompted to change my password on my computer, so I did so. I turned off 2FA on my account shortly after changing my password - not sure if that is related. Since I changed my password, I was asked to update it on my gmail app on my cell phone. (I had ****** in gmail on my phone using IMAP) When I did so, I was asked for a code from my recovery email account. I had to switch from the screen to get into my other email account on my phone, then when trying to get back to the screen to enter the code, it gave me a message saying " Try a device youve signed in with before To help confirm its you, sign in on a browser or device youve used before. Learn more" I have tried both devices I use to access yahoo mail and receive the same message. It is accepting the password, as I tested using a wrong password and it told me the password was incorrect. Using account recovery, it gives me the same message as above when I try both my yahoo address and my recovery address. I have tried to login and recover my account multiple times with the same resulting message. It gives me an option to call and pay for support. When calling the number, it says you can always use the free password reset on their site, which gives me the same message about using a device I've used before. I use this email for 2FA for many accounts and cannot access those services without access to this yahoo account. I should not have to pay support when I know the password/correct credentials and have a recovery email address I can access.

      Business Response

      Date: 06/12/2025

      The member has regained access to their account.

      Customer Answer

      Date: 06/12/2025

       
      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.

      I ask that they consider adding messaging to their login process to indicate when an account is temporarily locked and how long until the block is lifted so the user can login to their account. 

      Sincerely,

      ******** *********

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Resolved
      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 lost access to my Yahoo! email that I have had for over 13 years. They logged me out of the account, and Ive forgotten the password. When I try forgot password, it goes to a 2-step verification that is tied to an old phone number that I havent had in nearly 10 years. Because of that, Yahoo! is requiring me to pay $12.99 A MONTH to gain access to my account, but online its $5 A MONTH and a free trial (if you can get into your account). A straight scam to have to pay ANY price to get into your own account. Ive lost access to EVERYTHING that Ive needed. All communication, apps, everything gone. I need Yahoo! to give me access to my account free of charge to me. I dont see how its even legal to do this, and there are other people complaining on social media and Reddit posts. I appreciate any help I can get with this.

      Business Response

      Date: 06/11/2025



      The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.


      Support for this users issue is available through our main phone support and it requires a paid subscription. Non-paid support is handled through our online help pages.

      Customer Answer

      Date: 06/12/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I appreciate the business reaching out via email offering a one-time courtesy to help me get back into my account. I find that this resolution is satisfactory to me.

      Sincerely,

      ******** ****

    • Initial Complaint

      Date:06/10/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Dear Better Business Bureau,I am writing to file a formal complaint against Yahooregarding unjust and exploitative account recovery practices.On 6/9/2025 I was unexpectedly logged out of my Yahoo email account ****************************************** Despite having both the recovery email and phone number correctly linked to my account, every attempt to log in or reset the password has been blocked by unexplained system errors.Even after following all proper recovery procedures, I am continually redirected to a message instructing me to call a paid customer support line *********************** Account Pro) in order to regain access to my account. This occurs despite my verified recovery information being accurate and accessible.Yahoo is effectively holding my personal information hostage unless I agree to pay for a support service to fix an issue that originated from their end. This is an unethical practice that disproportionately affects users who rely on their accounts for communication, work, or financial services.I am requesting:1.Immediate restoration of access to my Yahoo account without requiring paid support.2.A formal investigation into Yahoos practice of blocking standard recovery methods and pushing users toward paid services.3.Accountability for these deceptive and coercive support mechanisms.Please let me know if you require any supporting documentation, screenshots, or timestamps to move forward with this complaint.

      Business Response

      Date: 06/23/2025

      The Yahoo Team has worked with the user to resolve this complaint. We assisted the user with the verification of their account.

      Customer Answer

      Date: 06/23/2025

       
      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:06/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 changed my phone number and I can't log into my aol account 2 weeks now because it keeps sending me a verification code to my old number. I have spoken to 6 different people in the last 2 weeks . Provided my driver's license and a selfie and I keep getting told they can not identify. I have requested to speak to a supervisor and I'm being told I can't???

      Business Response

      Date: 06/12/2025

      The AOL team will reach out to the member regarding their account. 

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 notified by my Apple device that I have been logged out of my Yahoo account. Yet Im completely locked out, as my only option to recover it is to use my sisters phone number, which has been out of use for years. I have had this account since I was a child, so I have used it for many important things. I have looked for support from Yahoo, but have noticed that many different numbers claim to be the support line. Which seemed suspicious, and I am not comfortable risking payment in case of a scam. This email is very important to me as I use it for everything, including my Apple ID, and now I cant access my emails. Its been like this for a couple of days, so thank you in advance for any assistance I can get in recovering my email.The email: **************************************

      Business Response

      Date: 06/13/2025

      The Yahoo Team has received the details of this complaint we have reached out to the user with no reply.

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 logged me out of my email account and will not allow me to recover it. Username and password are correct (I use a password manager). Security questions are answered correctly. It then tells me to sign in on a device Ive used before but Ive only ever signed in on the two devices I am using to attempt to log back in. Its an endless loop with the only option to be to pay for customer support after calling a call center and then asking for personal details which are not details they would have to begin with.This seems like a scam to gather data and make you pay for support.

      Business Response

      Date: 06/10/2025

      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: 06/11/2025

       
      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:06/10/2025

      Type:Product Issues
      Status:
      Answered
      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 cannot access my yahoo mail account : ********************************************* the two step authentication takes me to another email address I have set up as a recovery email and when I try to sign in to that one they want me to validate it with the other email address I am trying to sign in with with no avail. I have provided correct passwords to both accounts, I should be granted access. Ive tried to call customer support with ********************** and all numbers I can find listed for them are not in service. Id like support from them and to be granted access to my email account with a correct password given. Thank you for your support with this matter.

      Business Response

      Date: 06/10/2025

      The Yahoo team is unable to reach out to the member due to an incomplete phone number and no alternate email address provided.

    • Initial Complaint

      Date:06/10/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 an email account with ********************** and am not able to access it. Apparently, my password is no longer valid and I am unable to change it because my verification phone number has changed. I have tried to contact Yahoo's customer service to get assistance in resetting my password and updating my account but there is a charge for service. I called the customer contact number but I am not able to speak to a live agent. I have also tried the on line chat and again no help unless I pay for it. I have tried all of the instructions on the website to change my password on my account but it is useless and doesn't provide answers to address the actual problem. It is important because I used my yahoo account as a way to verify my other accounts. I would very much like to speak to a customer service agent to help me access my email since I no longer have a number on file and am unable to update my account because I cannot login my account with a valid password. I am greatly disappointed and dissatisfied with the quality of customer care ********************** is now providing. I am not able to speak to customer service directly even though it is available. This shouldn't be this difficult. What happened to good customer service? I just want to be able to log in my account with no hiccups. My password did not change and is very valid but for some reason Yahoo felt the need to make it difficult.

      Business Response

      Date: 06/10/2025

      The Yahoo team will reach out to the member regarding their account.

    • Initial Complaint

      Date:06/10/2025

      Type:Product Issues
      Status:
      Answered
      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 6/9, I was locked out my yahoo account. In order to receive help, yahoo charged me $13.77 but never helped recover my account or change my password.

      Business Response

      Date: 06/10/2025

      The Yahoo team has received the details of this complaint and sees that ******** ******* has already regained access to their Yahoo account. 

      Customer Answer

      Date: 06/10/2025


      Complaint: 23447610

      I am rejecting this response because I forgot my password. When I click on the link to change the password, it says something went wrong. When I click on Go to help it takes me to a page where I have to pay for a subscription to get help. I have already paid for the subscription, which is shown in my previous image. When I call the customer service number, they asked if I knew my recovery email or phone number. I told them that I dont remember my recovery email because its been over 10 years but I know my recovery phone number. When I gave it to them, they said that they couldnt help me because I dont know my recovery email. So they charged me $13.77 but claim they cant help me. All I need is for them to send me a link to change my password. They can send the link to this email **************************************

      Thanks,

      ******** *******

      Business Response

      Date: 06/12/2025

      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:06/09/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 has locked me out of my email account for no apparent reason. The authentication email is from when I was in college and I no longer have access. It isnt providing an option to use my phone number or a separate email to get in. It is now insisting that I pay $13 to speak to a customer service representative to get into my emails. This is absurd and feels like a deliberate act to try and push me to pay for the service or lose access to my email. I have my valid password but it will not allow me in the account. I did not sign up for two factor authentication as far as I know. Pretty sure I put it in years ago so if I needed to reset my password I had an email it could send it to.

      Business Response

      Date: 06/10/2025

      The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.


      Support for this users issue is available through our main phone support and it requires a paid subscription. Non-paid support is handled through our online help pages.

      Customer Answer

      Date: 06/10/2025

       
      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,

      ******* Lakes

    Yahoo! is NOT a BBB Accredited Business.

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