Admin Console access failure

dvdrttr · 10-08-2024 07:51 AM

I have been working on this issue now for 10 days. Because it's for our Church, I still want to see if someone can tell me how to fix this.

We were approved for a Google Workspace for Non-Profits ... I received the affirming email. In the email, it says to go to admin.google.com to set up our account. That's when the nightmare starts.

I do that and the page doesn't offer a login ... it says to add an account. I add the Gmail account I created specifically for this project, and it returns me to the add an account page. I never get to the console.

I have looked at every help item so often that I can probably recite the information on each one. None of the 'support' provided by Google works. People in the forums have tried to provide help but they're providing the same incorrect information as everyone else is.

I tried the two emails that I thought I used to originate the request, and it says neither is recognized. I enter the domain that the approval email clearly shows is how the account was approved, and I receive the message that Google can't find it.

Clearly, the account was approved but incorrectly set up. Every attempt to get any kind of tech support fails. I either need to be able to access the Admin Console (which I CAN'T do) or I have to wait days before I get any response from Google ... and it's wrong. I respond with the fact that the email is wrong and the cycle of waiting begins again. I found a tech support number that requires a support pin. I can't get a support pin because I can't get to our account. It's a vicious cycle of never getting anywhere.

I truly believe the account was not set up properly but, until I can get someone who can actually check the information and help, it will be a continually frustrating experience.

Any suggestions? Please don't recommend the usual help sites, etc. I've been to all of them too many times. If you don't have a real number or email address I can try, please don't respond.

BGaultCC

You could have legitimately taken the words right out of my mouth. I've been struggling with an identical experience for a month. I don' t even believe that Google NonProfit is legit at this point.

dvdrttr

Sorry you're having problems as well. If you've been trying that long, then I give up. I support our Church by handling all the tech issues but, even though I'm retired, this just isn't worth the effort any more. 🙂 It amazes me how Google makes this so incredibly difficult.

Thanks. Good luck.

BGaultCC

The world's 4th most valuable company, and you can't access live support to resolve persistent issues that prevent nonprofit orgs from accessing better work flows. I'm the Executive Director for a 501C animal rescue and shelter. This tool and it's ability to smooth our work flows would be incredibly valuable, but at this point I'm pretty ready to just delete the account and move my domain back to Squarespace. This feels scammy and WAY convoluted.

dvdrttr

Sorry you're having the same problem. This is ridiculous. I've gotten a
few emails from some type of support that essentially says this isn't their
area of expertise. So I asked them: so why don't you find the right area
and have them contact me?

Typical 'I isn't my job'.

bill_pier3

How ridiculous to say such, even if you are having difficulties!
We've used Workspace for Nonprofits for YEARS now, and without issue. And a billion people around the world use Workspace daily!

This forum is monitored by people volunteering some assistance, but we can't see what you're seeing, so sometimes our help is limited.
There are Workspace partners that you can seek out for assistance, and it sounds like you'll need it. There are also Workspace consultants which you can hire on an interim basis to get started.

dvdrttr

Bill, I'm glad your situation is working. Mine is not. I've wasted over 10 days getting the wrong information, getting -0- response from Google, and getting the wrong information from the volunteers on the thread. Just because people are willing to help doesn't mean their help is viable or acceptable.

My tone is out of frustration ... both with the terribly frustrating attempt to do something that should be so simple, and with volunteers who provide 'help' that I've stated over and over is not help ... it's a waste of their time and mine to provide me with things I already said don't work.

People often fail to actually read what's requested and offer the 'help' they think is right rather than reading what's posted and realizing what they're proposing has already been done ... too many times to mention.

If it pisses people off that I don't appreciate getting the same wrong information over and over, then they should stop trying to help.

Dave

icrew

Check out all the various options for "recovering" admin access to your Google Workspace account at https://support.google.com/a/answer/33561?hl=en. I know you're not actually recovering, but this seems to happen frequently for folks new to the Nonprofit edition, and those steps usually help.

There are a number of options there including getting in touch with support as well as technical methods to prove to Google that you own your domain name and should be allowed to access the Workspace instance.

Hope that helps,

Ian

dvdrttr

Thanks. As they say "been there, done that.' I believe I have tried every option to rectify this problem. The only thing that will resolve it is for someone at Google to actually do their job, contact me, and fix it.

It also 'amazed' me how many other people have responded with the same problem. Google has an issue and apparently is reluctant to correct it.

icrew

The process at "If you're a user and can't contact your administrator" section on that page seems to often work for folks, for whatever that's worth.

dvdrttr

Thanks but it doesn't. Tried it several times. I got a response from Google today that they don't recognize my administrator email address and can't help me. I responded to them saying that I again contacted Percent by Google, the site that verified our account, and the only admin email address that they approved and submitted is the one Google supposedly can't find. 😞

What a CF this experience has been. One contact with a real person would probably resolve the issue but they'd rather send me crap that doesn't work and act like 'well, it should.'

bill_pier3

But it shouldn't be a Gmail account!

ref: Workspace Admin Help: Sign in to your Admin console

dvdrttr

I know 'everyone' is trying to help but ALL the suggestions and recommendations are simply a waste of my time. If you actually know what will work, please send that to me. I already said (somewhere) that I know it isn't supposed to be a Gmail account. I merely stated that I only have two accounts that were used for this request, and one was a Gmail account.

Again, at the risk of being rude because I know people are trying to help. However, if you don't have a solution beyond what you see in ALL the help pages, please STOP sending suggestions. I've literally tried them all and have gotten nowhere. It's a waste of my time and yours.

I am in contact with @askWorkspace on X and they can't figure it out. 😞

Thanks.

dvdrttr

If any of you are still trying to help me with this issue, please note that I have asked @askworkspace how to delete our account.

Several people have tried to help. Some didn't bother to read what I posted and offered the same wrong solutions. I commented about that and I'm sure I 'stepped on some toes' since I know you're all volunteers. However, providing solutions based on what you think should work without looking back to see what I posted is simply a waste of your time and mine. As one person noted "we can't see what you see." He's exactly right which is why I tried to detail everything so people wouldn't repeat everything I've already tried.

The bottom line is that, despite our approval, I have never been able to access the Admin Console. I've read so may help pages that I'm dizzy. I received too many duplicated responses for well meaning volunteers who sent me what they thought I was looking for instead of what I needed. I filled in at least 6 online forms that were supposed to be the solution and, in over 10 days, I have not had a single response.

This sounds like this really could have benefited our Church. Even though I'm a non-paid volunteer for our Church, it still isn't worth my time and effort to continue. Every time I try, I'm put in a loop, given a 'solution' that doesn't make sense (but I try it anyway 😞 ), or run into a 'brick wall.'

I'm done. Thanks for trying to help. Sorry if I stepped on anyone's toes but see it from my standpoint - giving me repeated information is just as bad as wrong information. Neither does any good.