A Company Decided I Wasn’t The Disabled Writer Anymore
Locked out of my own files and the safe route couldn’t prove I was me
Something made me feel like I wasn’t. No, not a person, but a machine, owned by the company I use as my preferred cloud-based subscription and desktop writing go-to.

My mobile phone contract had ended, and it was time to upgrade. I went to my local and trusted communications store and discussed my upgrade options with the person I have dealt with for years. They advised me on the best phone to upgrade to, the one with the best quality camera and most storage due to me being a disability advocate and filming content en masse, everything went smoothly, until I got home and transferred everything from my old phone to the new one. I had then, at this point, been logged out of my cloud-based subscription on both my mobile and laptop, and went to log back in on both devices, but they just wouldn’t let me, and I had foolishly wiped off my old phone where my authenticator app was. My bad! I hold my hands up.
All my files were behind a wall I had apparently built myself. To get back in, I had to prove it was me, and yes, you’ve guessed correctly; it handed me a chatbot.
The accessible option that wasn’t
If you are new to my blog or haven’t read my autobiography yet (spoiler, the purchase link is on this website). I have cerebral palsy and a severe speech impairment. On paper, the preferred accessible option is text, a direct live chat, or email, not voice chat or phone call, no thirty-second timeout where an automated person asking me to say my name in full. It just never works for me due to the severity of my speech impairment. Instead, it puts me in an impossible loop, ‘let’s try that again!’ Looking back, I was so anxious to get my protected work back; I don’t know why I was even trying to speak to this chatbot, because if I did connect to a human, they probably wouldn’t have understood me anyway.
The part that nobody sees
So what do you do when the accessible route isn't accessible? You ask someone, and in this case, I ask my mother because my Personal Assistant was on holiday.
But here's what they don't tell you. The moment someone kindly helps you, the system dehumanises them too. They have to pass the security checks and being asked to prove who they are, why they're speaking on my behalf, what legal rights they have to access my account, as if helping a disabled person is something you need to be a barrister to conduct. We're both sat there, me unable to say the words as clearly or type the words into my communication device quick enough so the machine can understand, mum is being interrogated for the crime of trying to help me, both of us arguing with not only a chatbot, but each other. It's embarrassing and the stress doesn't halve when there's two of you; it doubles.
That's the bit that hurts and frustrates me. The barrier doesn't stop with me; it just transfers to whoever is there trying to help me. My independence inevitably becomes their inconvenience; me being locked out becomes their interrogation. Non-disabled people get to be locked out on their own. I never will.
What people misunderstand
They think the solution for accessibility is more channels. Add a chat option or a text service just to tick the box. But a channel or method that can’t do the actual job isn’t access, it’s just another inaccessible service that adds to the barriers, anxiety, and frustration disabled people face daily. A chatbot that only knows how to answer the questions or hear the clear-toned voice it was expecting is fine right up until your situation isn’t one of the expected ones. Living with a disability throws you unexpected challenges quite often, ones that non-disabled people aren’t aware of or are trained to deal with. The chatbot wasn’t failing because I am disabled. It just couldn’t cope with the unscripted nature of having to deal with someone who needs to communicate in other ways.
It turns out the trap has a name
I did what I always do when something gets under my skin. I went and read about it and scrolled through social media afterwards. It turns out the trap I’d fallen into has a name. Researchers call it the accessibility-to-security failure pathway, which is a technical term for a simple idea. When the safe route doesn’t work, you don’t give up; you try to go around it, and going around it makes you feel like an afterthought in all these processes and end up feeling excluded too.
Here’s the part that annoyed me. This is a solved problem, and the big players, the same names you’d expect, already have built the way back in. Backup codes, a recovery email, a trusted device you set up in advance, then a human at the end of it if all else fails. No single-entry point, so that no single door can trap you. The technology to not do this HAS to exist. It’s there, ready to be implemented by companies like the one that did it to me.
What I’d Want
The frustration wasn’t being locked out. Things break. It was the inaccessibility of the process for getting my Multifactor Authentication reset, and every supposed way back in was a smooth, well-designed platform with no empathy for people who can’t communicate clearly like me. The chat that didn’t chat. The help that didn’t initially understand an accessible way to deal with my speech impairment. A system confident enough to lock me out and too much like Fort Knox to let me back in. I eventually gained access to my files again after many stressful days. I wouldn’t strike this one off as a win.
If you build systems or manage the people who do, don’t add another channel and call it access. Please consult with the people you are excluding before building an accessible way back in. If you can’t tell me, hand on heart, how someone with a speech impairment gets their account back, then you haven’t thoroughly thought of the whole process without consulting the disability community. You’ve built another inaccessible system.
I’m The Disabled Writer, and I’d quite like to stay that way.










