Today we attended an urgent call because a customer could not access their Gmail account on any of her devices.

The customer had bought a new Smartphone and set it up for her Gmail account. However she did not take the steps to tell Google that it was her accessing her Gmail account from a unknown and therefore unrecognised device.

She was using Microsoft Outlook 365 on her computer; the email app on her iPad and the Gmail app on her new Smartphone. All of these devices were locked out of her Gmail account. As part of the lock down process, Google had disabled access to insecure apps such as Microsoft Outlook.
Google now treats Microsoft Outlook as an insecure app even though it is quite safe.

I proceeded to log into the security options of her Google account via a web browser and verify that the new device was owned by the account holder.
Finally, I reenabled access to insecure apps. After doing that, normal access to her Google account was restored.

You can get around this by turning on “two-step verification” or TSV in your Google account but you must be careful as you can lock your self out completely if you are abroad and don’t have access to your home cell/mobile number. Even if you use your home SIM in your phone, many overseas mobile/cell phone providers block the code or PIN from reaching you. A benefit of activating TSV in your Google account, allows you to generate a special password for insecure apps like Microsoft Outlook.