We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Yahoo! has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Yahoo!

      701 First Ave Sunnyvale, CA 94089-1019

    • Rivals.com

      2950 N Genoa Clay Center Rd Genoa, OH 43430-9733

    • Yahoo!

      PO Box 1604 Brentwood, TN 37024-1604

    • Yahoo!

      380 Goodlette RD N Naples, FL 34102

    • AOL Canada

      55 Clair St W., 7th Floor Toronto, ON M4V 2Y7

    Customer Complaints Summary

    • 2,187 total complaints in the last 3 years.
    • 964 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:05/27/2025

      Type:Order 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 did a factory reset on my oneplus 7 pro and your stupid app still wants to send it notifications so I can log in with my new phone! This 2-step authentication option was pointless from the get-go!

      Business Response

      Date: 05/28/2025

      The Yahoo team will reach out to the member regarding two-step verification.

      Customer Answer

      Date: 05/28/2025

       
      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:05/27/2025

      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.
      I have had two yahoo email accounts for close to or over twenty years. I noticed I was logged out of my yahoo account and when I tried to log back in it prompted me to send a verification code to my alternate email, which is also a yahoo email. When I attempted to log into the alternate email, the same message appears prompting me to access a verification code in my other yahoo email. I have called customer service 8 times over three days, knowing if they freed my account I would have to pay them. I have tried the ** verification process multiple times and it has not worked and have been offered no alternatives. I have been promised twice my concern was being sent to a higher level, provided a case number, and promised an email follow up in 24 hours from yahoo, which I have not received. The last agent I spoke with knew nothing about a case number and said I needed to possibly wait ***** hours. Ive been given the run around for days now, hung up on, provided false promises, a variety of timelines as to when I can access my email (4 hours, 24 hours, 48 hours, a week), and no adequate customer support to provide possible other options. My email account of many years is being held hostage by the email provider for no reason and I am doing everything to do my part. Yahoo has been very unhelpful and provided no adequate assistance whatsoever with this issue. I hope this method helps to solve my issue.

      Business Response

      Date: 05/28/2025

      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: 05/28/2025

       
      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:05/27/2025

      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.
      My Yahoo Mail I have for like 2 decades I can't access it's also the mail for my Facebook,Everytime now I try to login it goes to is it really you asking for like code sent to two old number I had then to account,I have to pay my phone bill I couldn't pay for Yahoo support ,trying to get my Yahoo Mail access or add my present phone number to it,my Yahoo Mail is in my name and my email is **************************************** ,I didn't forget my password it just won't sign in smoothly again like the old days my phone number need updating

      Business Response

      Date: 05/28/2025

      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.

    • Initial Complaint

      Date:05/27/2025

      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.
      my brother has this one childhood email; *************************************** that was deactivated against his will and it has most of his childhood account linked with it. it frustrated me that Yahoo did this without his knowledge and permission, causing the email to not being able to access anymore. even if I want to reach out to Yahoo personally, its literally ridiculous that I have to pay for it! I'm beyond frustrated, I'm mad at them for doing this. I've tried looking for ways at reddit or ******** but none could help and I'm very desperate because that email is linked to ******** and Hoyoverse, and while I could still use ******** with that email, I couldn't login Hoyoverse into a new device without a security verification code being sent to that deactivated account!!! I've been going back and forth for weeks about how to recover that email, or how to at least have a tiny bit of access, but nothing happened. THIS IS NOT FAIRRR I didn't give them the green light to mess up with my brother's account!!! I really hope you can help me out about this, I appreciate a lot.

      Business Response

      Date: 05/28/2025

      On behalf of Yahoo Inc. We would like to apologize that the account was deleted. Unfortunately, if an account goes unused for more than a full year the account can be deleted for inactivity. When this occurs recovery is not possible. Information on this can be found here: ******************************************************************************************************************. Please note that Sections 7(c) and 9 of the Terms of Service provide that Yahoo may take such action due to inactivity and that Yahoo is not liable for losses in connection with the deletion of email.We apologize for any inconvenience you may have experienced as a result of your concern and thank you for contacting Yahoo.

      Customer Answer

      Date: 05/28/2025

       
      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,

      Atiqah Nabihah

    • Initial Complaint

      Date:05/26/2025

      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.
      After a long term with Yahoo Mail, suddenly I have been locked out of the account, and the issue seems to be an inability to contact the server. I have contacted the companys helpline, and they said they could possibly help me, but only if I would agree to joining a mail plus plan which costs $12.99 a month. I have attempted to resolve this problem on my own, and provided usernames and passwords, which appear to be correct, and Ive also updated my phone , all to no avail. This exercise appears to be a round and round non-verification exercise.

      Business Response

      Date: 05/30/2025

      The Yahoo team contacted ***** ***** and assisted with regaining access to their account.

    • Initial Complaint

      Date:05/24/2025

      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.
      Locked out of my account. My password was correct that I entered, but it locked me out of my account. I was trying to change my phone number within my account then it locked me out.

      Business Response

      Date: 05/27/2025

      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.

    • Initial Complaint

      Date:05/23/2025

      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.
      On 5/21/25 I received an error message from my yahoo email box (see attached photo evidence) that it could not connect to the server. Authentication failed. And then it forwarded me to my settings where there was an identical error message telling me to re enter my password. I attempted to do so and was met with resistance after yahoo requested to send me a code to a number I no longer had. I then reached out to their customer service team who I stated that in order for me to get back into my account I would first have to pay them a fee and then secondly verify my identity by sending in my drivers license and taking a self photo of myself which I did and the *** I spoke with after told me that she couldnt verify me with no follow up reason as to why though Id given her everything to do so. I am still currently unable to get into my account which I use for my book business and it is effecting me tremendously. I wish for someone at the company to help me get back into my account or allow me to forward all of my important emails inside to my secondary account.

      Business Response

      Date: 05/27/2025



      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.

    • Initial Complaint

      Date:05/23/2025

      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 have had an AOL account for around 30 years. I currently have access to my email, as my password is auto saved to my current phone through the mail app. However, I cannot remember what my password is. I want to get a new phone, and need to be able to change my password in order to have access to my email on a new phone. I tried to use the AOL website to reset it. When clicking on the Forgot Password link, it does not work. It states, "Uh-oh... We can't sign you in right now. Please try again in awhile."When clicking on the link to call ************** it provides you with a 6 digit code to use for the phone call. When entering the code, an automated system states that they cannot help you at this time, as the ownership of the account cannot be verified.I had my Father call with his account info, in order to get in touch with a person. The person that I spoke with asked for an answer to a security question. They claimed that all possible answers did not match what they had in their system, which does not make sense. They explained that since I did not have a phone number, or other email address linked to the account, they were unable to help me.The account was created when I was a teenager. It is was not required to have two factor authentication when the account was created. I do not recall receiving information stating that I was required to add it. Now, they are not allowing me access to my account because I do not have it.I spoke with a supervisor, who told me that there wasn't anything that he could do to help me. He claimed to escalate the situation to another department, with the case# ********.I eventually received an email from ********************************************* They asked me to respond with 1) My Date Of Birth, 2) Names of Custom Folders on the Account, 3) 3 email subscriptions that I receive, 4) Recent emails to the account in question, and 5) A selfie of me holding my State issued ID.*Please contact for remaining info. Ran out of allowed characters.*

      Business Response

      Date: 05/27/2025

      We have reached out to this member and informed them what information we need to verify their ownership of the account.

      We will try again.

      Customer Answer

      Date: 06/04/2025

       
      Complaint: 23370329

      I am rejecting this response because:

      I currently have access to my email because my password is saved to my phone.  I would like to get a new phone, and cannot remember my current AOL password.  The account is around *********************************** late October, 2021. I attempted to reset it via the AOL website without success.

      The password reset link on the AOL website does not work because I do not have a back up phone number listed for the account.

      I am not able to reach anyone by phone bc I do not have a back up phone number listed for the account.

      When the account was created, around 30 years ago, two factor authentication was not a thing.  I do not recall receiving any emails from AOL stating that two factor authentication was required. However, because I do not have it, I am being denied access to reset my password.

      I was only able to reach someone by phone by having my Dad call about his own account.  The people that we spoke with did not seem to be knowledgeable. They claimed that I only had one security question on file. They also claimed that all possible answers for the one question were wrong, which does not make sense.

      They asked to speak with the person who created the account, over 30 years ago. I assumed it was my Dad, as he held the Master Screen name for the AOL account when I was a minor. After speaking with him, they told him that the account was not under his name.  

      The second option was my Mom. They spoke with her and asked for a photo of her ID, along with a selfie.  This is a bizarre request, as AOL should not have any of our images on file. After providing her picture and ID, whatever system they are using denied her access.

       I asked to speak with a Supervisor and was told that they were busy. I chose to wait on hold until they were available.

      When the Supervisor finally came to the phone, it was explained to me that because I do not have a phone number or back up email on file, I am not able to reset my password online, nor am I able to speak with a customer service representative through their phone number listed on the website. He stated that I was out of attempts for the day, but I could call back the following day. To the listed number that I cannot access on my own, as I do not have a phone number on file to verify my account.

      He claimed to escalate the claim to another office.  I was given the case number ********, and was asked for an alternative email address. I provided my work email.

      I eventually received an email from AOL ******************* The representative, ****, only provided a first name. There is no phone number or extension listed on the email. 

      I was asked to provide the following:

      1. Date of Birth:
      2. Names of custom mail folders on the account:
      3. 3 Email subscriptions you receive (example: ********, Instagram, ******* (these are not accepted)).
      4. Recent emails sent from the account in question.
      5. A Selfie of you holding your state issued ID

      I responded with answers to all of the questions, but questioned the need for a Selfie holding my State issued ID. Biometrics should not be required to reset my password. I did not receive a response, and had to resend the email.  

      This time, I was responded to by a *** from Yahoo ******************* *** replied that a Selfie holding a State ID was required.  Once again, there was not a phone number listed in order to reach someone by phone. I do not believe that AOL has my current mailing address, and they definitely should not have access to my photo. Their request does not make sense, so I filed a complaint with BBB.

      Their response to you is comical. I cannot access them via phone. I answered their questions about my account. The only option that they are giving me is to send them a Selfie holding my State issued ID. Only IF it matches what they have on file, which they should not have at all, will they help me.

      After receiving the BBB complaint, they reached out to me again, telling me that the Selfie with my State ID was my only option. They stated that I could not reach them by phone, but they would reach out to me via phone IF my information matched what they have on file.

      I replied stating that the fact that I could not reach someone by phone was ridiculous. I offered to answer any other questions about my account, but explained that I do not feel comfortable providing a selfie with my ID. I asked for them to please reply with a copy of their policy stating that this was a requirement in order to reset my password. I also asked for other alternative options. It has been over a week, and I have not received a reply. I am questioning if their ***************** is AI generated.

      I was able to reset my password in October of 2021 without providing a Selfie with an ID. I was charged a fee, which is not even being offered as an option at this time.

      AOLs ***************** or lack there of, is questionable, at best.  Their demands do not seem legal. After researching this topic, this seems to be a well known problem, in which their company is not willing to provide a solution.

      I need to be able to speak with someone about resetting my password. I am more than happy to answer any questions about my account in order to do so.  However, I will not be providing a Selfie holding a State ID.  This is an AOL account, not a Government clearance.


      Sincerely,


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

      Business Response

      Date: 06/09/2025

      The AOL team contacted ******* ******** and requested documentation to verify ownership. The requested information was not provided so we are unable to assist.

    • Initial Complaint

      Date:05/23/2025

      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.
      Yahoo mail has locked me out of my email account suddenly. I have tried to log in without success. I have used the HELP center online to reset my user name and password. I have entered the codes given to me via text. They just said "too many codes given" and "too many attempts". This has happened for days. I want back into my email.

      Business Response

      Date: 05/28/2025

      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:05/22/2025

      Type:Sales and Advertising 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 dont have the same phone number on file anymore and my backup email doesnt even make sense. I will attach it. Im doing everything right in process as far as verification and the system keep failing me. I would atleast be given the opportunity to provide a REAL backup email so I can have a chance to have my account again! The attachment shows a clear misconception ending in **** which doesnt make sense.

      Business Response

      Date: 05/23/2025

      The Yahoo Team has worked with the user to resolve this complaint. We verified the account and updated the verification information.

    Yahoo! is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.