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To submit this form, you must be able to edit the DNS zone records for the domain to prove that you own it. What next? Google’s Admin Toolbox has a somewhat obscure form that lets you request a user be promoted to Super Administrator (or contact the administrator, but that wouldn’t help us). That turned up personal (non-Workspace) Google accounts for both Connie and John, but no one else.

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Next, I tried Google’s “Forgot email?” option, which allows you to find a Google account’s email address using a recovery email address or phone number, plus first and last name. That made me suspect there was another administrator in play with a different account, but Connie couldn’t remember who that might have been.

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Worse still, our attempts to reset his password were met only with a directive to contact the administrator… which was theoretically John himself. Unfortunately, neither of them remembered John’s password for his Google account.

She thought so, but the only person she could bring to mind was a long-departed employee we’ll call John, with whom she was still in touch. I asked Connie if someone else had set up the account for her. There might be a certain amount of sense to this policy in an organization with a large IT department, but it was a liability in a situation such as this. Google provides no simple way to contact an account’s administrator or even identify the administrator’s email address. What administrator? It was my job to figure that out.

When she tried to load Gmail, Connie was informed her account had been suspended and that she needed to contact her administrator. Connie accessed her email using Gmail’s Web app, so Mail on her Mac did not have a history of existing email, either. (Human and domain names in this story have been changed to protect the innocent.) She woke up one day to discover that her email was no longer coming in on any device.

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My client-let’s call her Connie-had the email for her one-person business hosted at Google Workspace since the early, free days. What if your reseller disappears?) Who’s the Super Admin? (For this reason, I also caution against resold “white label” services, rather than having an account directly at the source. It is also a cautionary tale about how if an account is important to you, you must be its maximum-level administrator, even if someone else sets things up for you. This is my tale of obsessively venturing down a deep rabbit hole to recover that account. Well, what would happen if you failed to make that assertion, or, worse, didn’t even realize it was required because you’re not the super administrator of your Google Workspace account and the person in that role is long gone? A new client of mine found out the hard way: Google converts the account to a paid version and then, after a grace period for adding payment information, suspends the whole account, preventing access to any of its mailboxes. This year, after backing down from a deeply unpopular plan of forcing everyone to pay, Google required that free Google Workspace users assert they don’t use the product for business purposes (see “ Google Lets Legacy G Suite Users Keep Their Email for Free,” ). When it launched in 2006, Google Apps was free, and those who got in early got to keep it at no cost even after Google started charging new customers.

It was previously called G Suite, and before that, Google Apps. Recovering Google Workspace: A Detective Storyįor the uninitiated, Google Workspace is the paid version of Google’s suite of products, such as Gmail (with your own domain, not a address), Google Calendar, and Google Docs.

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1647: Focus-caused notification issues, site-specific browser examples, virtualizing Windows on M-series Macs.#1648: iPhone passcode thefts, Center Cam improves webcam eye contact, APFS Uncertainty Principle.#1649: More LastPass breach details and 1Password switch, macOS screen saver problem, tvOS 16.3.3 fixes Siri Remote bug.#1650: Cloud storage changes for Box, Dropbox, Google Drive, and OneDrive quirky printing problem.#1651: Dealing with leading zeroes in spreadsheet data, removing ad tracking from ckbk.