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

2,232 total complaints in the last 3 years.
1,013 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:03/20/2025
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.
I created a Yahoo! account for a group March Madness Bracket, logging in via Gmail. I originally received a verification code via my email as intended, but within 24 hours all methods of login stopped working. Prior to asking for a password, I am prompted for a verification code. This verification code never arrives at my email, despite multiple attempts at resending. This has interfered with my ability to engage in and keep tabs on this March Madness league.
Business Response
Date: 03/20/2025
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:03/19/2025
Type:Sales and Advertising 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.
Ive had a Yahoo email account for decades without issues. However, I am now facing a big problem because Yahoo turned on 2-factor authentication using an incorrect recovery email address that was never verified. There was a typo on the recovery email address. Instead of being set as @********* it was set as @**********. I recently lost access to my Yahoo account and cannot regain access because the second verification code goes to the unverified and nonexistent email account. ********************** should not have turned on the 2-factor authentication without first properly verifying the recovery email address through the normal process (i.e. sending a verification link to the recovery email seeking confirmation prior to adding it to the Yahoo account). But verification never happened. Yahoo **************** is refusing to take my call. I have all other means necessary to prove my identity.
Business Response
Date: 03/20/2025
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: 03/20/2025

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.

Sincerely,

******** *********
Initial Complaint
Date:03/19/2025
Type:Sales and Advertising 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.
Im unable to access my Yahoo! email account. When I enter my correct login information, Im prompted to verify my identity, but the verification is sent to an email account that no longer exists. Additionally, my phone number is not available for verification. Yahoo! support is only available for a fee, which is unacceptable given the amount of people stuck in this situation. My account contains important emails, and I need a way to regain access.
Business Response
Date: 03/19/2025
Yahoo has received the complaint and will reach out to assist.
Customer Answer
Date: 03/21/2025

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,

******* Tannujaya
Initial Complaint
Date:03/18/2025
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.
I have a total of four Yahoo email accounts. I can only access one of them as it's recovery email is through gmail. When I set up these email accounts I answered security questions to enable me to regain access to my accounts, this was between 15 - 20 years ago that they were created.This past weekend I cleared the cache on my desk top computer, later on I could no longer access my Yahoo email accounts without having a code sent to the recovery email. I have my passwords for all three accounts but all three of them are recovery email addresses for each other, the one account I can access is my husbands account.I have even asked them if they could redirect a code to the one Yahoo account I have full access to, but they refused to do that.I have emails and photos from my deceased mother, email addresses from family and friends who live overseas and do not use social media.I have explained all of this to numerous Yahoo agents, who so far have told me they need a copy of my drivers license for me to gain access to my accounts - something I did not do when I opened them - and or a credit ******* far I have spent over four hours communicating with them and three agents have hung up on my husband.I have numerous financial accounts linked to my email accounts and so far only one of them is willing to allow me to change email addresses.
Business Response
Date: 03/18/2025
Yahoo has received the complaint and will reach out to assist.
Initial Complaint
Date:03/18/2025
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.
I have been in contact with AOL many times since for some unknown own reason they disabled several of my emails addresses and some I use for my sons - which they use for their gaming. They refuse to give me a reason as to why they deactivated them nor will they hp on any way. I have recovery codes for all of these email addresses and I also have them all added to the authenticator app so I am not asking for "personal" information on the account. This is ridiculous and very poor customer service. When I called for one of my accounts.thst were turned off, they were trying to get me to pay for a plan in order to get help. I feel AOL is scamming people by turning off their accounts in order for them to pay for plans. This should be illegal and if I can't get a resolution through bbb, I'll escalate this to someone higher. Really riduculous. They can find the email thread using my email address: ***************************************** (I am getting married so ***** will be my new last name)
Business Response
Date: 03/18/2025
AOL has received the complaint and will reach out to the user directly to assist.
Customer Answer
Date: 03/19/2025

Complaint: 23082594

I am rejecting this response because:
They are falsely accusing me of doing something illegal in my account and will not provide exactly what that was. I made the email addresses for my sons since their games require an email address which I monitor so how old they are should not matter. They have no right asking for the personal details of my children. They are undermining my authority as their parent.

***** ******
Business Response
Date: 03/20/2025
The user was educated that the accounts were terminated. Per Legal policy, the terms of service is listed here and is publicly available here: *****************************************************************************************************************;
Customer Answer
Date: 03/21/2025

Complaint: 23082594

I am rejecting this response because:
There was still no reason to deactivate the emails. They refuse to offer any kind of explanation as I have had these email addresses for quite a while....now ALL OF A SUDDEN they are deactivated and want to state it was because of the "terms of service?" They want my sons personal information which I refuse to give as they have no right having personally identifying information that can cause identify theft. I set it up for them so I can monitor them. If they actually looked at all of the emails, they are emails associated with their gaming and nothing illegal going on. They keep stating "terms of service" as an excuse so they don't have to explain why they were deactivated - had nothing to do with the terms of service.

I'm already in the process of changing all.of their emails to Gmail but havr to jump.tbrough hoops with some since they want authenticator codes - which are going to their aol emails. Horrible employees and horrible company.

***** ******
Business Response
Date: 03/24/2025
The user has been educated that the accounts were terminated for a violation of Terms of service and will not be reactivated. No further assistance will be offered in this matter.
Section 7 C: "Unless stated differently for your country in Section 14, we may temporarily or permanently suspend or terminate your account or impose limits on or restrict your access to parts or all of the Services at any time, without notice and for any reason, including, but not limited to, violation of these Terms, court order, or inactivity."

Customer Answer
Date: 03/25/2025

Complaint: 23082594

I am rejecting this response because:
Perhaps they should have employees in the ** and not from ***** that can actually understand english. Nothing was done to violate the terms of service. They are inventing a reason and they just cannot come up with anything. Perhaps some kind of discrimination in my opinion. I want proof of the violations as one minute they were on and the next minute just deactivated. All they keep doing is copying and pasting a script.
Not sincerely,
***** ******
Initial Complaint
Date:03/18/2025
Type:Product 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.
In 17th March 2025, I have encountered an issue regarding my email address *********************************************** I suddenly went to the ************************** website, went to log in/sign up menu entered my email address then it came up with this message stating Sorry, we dont recognise this email address. I didnt violate any of their terms of service and I didnt ask for a request to be deleted by them either which is strange. Can you please help me with my issue as I only created this account recently.
Business Response
Date: 03/19/2025
The member has regained access to their account.
Customer Answer
Date: 03/19/2025

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,

****** Oweka
Initial Complaint
Date:03/17/2025
Type:Product 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 had a Yahoo email account for a very long time (since 2008), but I can no longer access my email account using their mobile/web-browser-based email applications, despite knowing my username and password. Every time I try to log in, the Yahoo account system indicates I need to have a verification code sent to a recovery email address that I no longer have access to, and when I try contacting their "premium support" call center, I'm informed that they cannot verify my identity (without actually asking for any identity credentials).All I need to do is have them change my recovery email address to an email address I can access. I can provide as much information as they would need to verify this is my account, but I cannot reach anyone to make this happen.
Business Response
Date: 03/19/2025
The Yahoo team will reach out to the member regarding their account.
Customer Answer
Date: 03/20/2025

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 ***** they indicated to you in their response, they did indeed reach out to me by phone and I had a very positive conversation with the agent and she was able to restore my access to my Yahoo account. Thanks to both you (BBB) and Yahoo for making this resolution possible!

Sincerely,
******* ********
Initial Complaint
Date:03/17/2025
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.
I have 3 yahoo emails that i can't get into due to not being able to access the recovery email account. I have the correct information for all 3 accounts i need to be able to update all 3 without having to pay a subscription fee to just to get assisted.
Business Response
Date: 03/19/2025
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:03/17/2025
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.
On March 17, 2025 ************************** charged me a fee to get back into my account that I had for over 20 years. I went to ****** to find that this is their newest scam. They refused to give me the right payment amount. There should never be a charge to recover your account. The representative ***** was very evasive about the fees. It took almost an hour to get back into my account.
Business Response
Date: 03/18/2025
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.
Initial Complaint
Date:03/16/2025
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.
Similar to previous complaints, I can't log in to my email account, ********************** tells me that there is suspicious activity on my account and to use my recovery email. Well my recovery email is also through Yahoo and they locked me out of that one as well because the 2 emails back up to each other. I have the correct passwords to both accounts but they're trying to make me pay to get access. I am also extremely frustrated that my personal information is being held hostage.
Business Response
Date: 03/18/2025
The Yahoo team will reach out to the member regarding their account

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Yahoo! is NOT a BBB Accredited Business.