Re: For Admin account, changed recovery phone numb...

TerryWalker · 02-19-2024 08:16 PM

I have updated the super admin account:

myaccount.google.com > personal info > contact info > phone

Logged out of all browser windows. even rebooted.

Every time I try to login to admin.google.com using the admin account, I am prompted with a verification dialog box...
" Google wants to make sure it's really you trying to access admin.google.com "

" Google will send a verification code to (•••) •••-••96. Standard rates apply. "

This is a landline that will not accept SMS.
Further, I have removed that phone number from everywhere.

The one number that I did reconfigure, is not being polled.
I do see the number listed within the contact under > Directory Profile, But am not able to edit the directory profile until AFTER I login. "chicken-n-egg" loop

How do I change the verification phone number to the number within the user contact.

I have been searching the inner web for close to 12 hrs.

I don't know who to call.

I don't know what lever of support we are paying for.

The account was probably setup close to 10 years ago, and that person is either retired or dead.

AND... I need to disable an account due to HR reasons... but cannot at this this time.

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.

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

Redefiners-lena

Thank you! This information helped me. I was having issues accessing third party accounts using the email because the phone number wasn't updating even though it was updated in the admin settings. It forced me to sign back in and when I got to the code question again I almost got discouraged but then noticed the last four digits was changed to the new number and I was able to get in.

TerryWalker

Thank you for responding, but the suggestions are not applicable.

I have access to the super admin user account.
I can successfully login through the recovery flow.
I have access to the email console for sending/receiving messages.
I have access to myaccount.google.com for this user.

CANNOT get past the verification dialog box because the phone number is incorrect.

I cannot change/update the phone number presented in the dialog box, because I have not yet verified the verification process,

MFA was not implemented, nor setup.

icrew

Have you tried using the "support-assisted recovery" option on the page I originally linked to? That way you can be in touch with a support person who could more directly help....

TerryWalker

When I attempt the solution-assisted recovery, and since I know what the uid/pwd is, I am able to login. I have further updated the phone number within the account profile.

BUT, when I attempt to login to the admin.google.com for account administration, the old "land-line' phone number is still presented.

icrew

Maybe pretend that you don't know the username/password, so that you can get to the point of talking with support?

TerryWalker

This has not worked for me.

All the links I have come across tell me I am the administrator
I have a working UID/password.
However, the SMS phone number in the verification dialog box is incorrect.
I am not able to get verified.... and I have yet to find ANY documentation or support to fix this. I cannot login to the admin console to fix this because I am not able to be verified.

icrew

I was suggesting that you intentionally act as if you *don't* have a working login and password. Intentionally enter the wrong password, get the recovery questions wrong, etc. until you get to be able to communicate with support as discussed on the page at https://support.google.com/a/answer/33561?hl=en

Alternatively, it's a bit of an extreme step, but if you still have access to that landline number, perhaps porting the number to a cell phone that can receive text messages would work?

TerryWalker

I did try the "forgotten password" thought. This redirected the recovery to another known email address. The codes were sent to that account which I then applied during the recovery process. This process worked for getting a uid/pw working ( although that was not my issue)

Even after attempting the "forgotten password" .... I still cannot get access to the admin.google.com console.

I have an account for super admin
I have a working pwd for super admin
The verification process is broken, preventing me from entering the console.
The verification number is incorrect and I have yet to figure out "WHY" since I updated the phone number in my profile.

And... the google admin toolbox recovery form (which I have attempted 50+ times) is useless

KAM

@TerryWalker shot in the dark here but are you a Google Workspace reseller by any chance? -KAM

TerryWalker

I have no idea.

I believe the workspaces was created about 10years ago and "that" person is no longer available to speak with

TerryWalker

Here is my current situation:

1. I can login to the gsuite services account using a valid email uid/pwd
https://www.google.com > enter uid/pwd

2. I can login to myaccount.google.com using the same uid/pwd
From here I updated the phone number for recovery using SMS
I CANNOT add any additional recovery methods due to the authentication issue.
any attempt sends me to a verification dialog box, pointing to an incorrect number (office landline)

3. I CANNOT login to admin.google.com
any attempt sends me to a verification dialog box, pointing to an incorrect number (office landline)

4. I CANNOT open a support ticket, since this is done from the admin.google.com dashboard, which I cannot access.

5. I called the workspace sales line (855) 720-6978, was on hold for over an hour, only to be told.
- They do not offer any technical support
- I would need to initiate technical support from the admin.google.com dashboard... LMAO ROTF
- There are no phone numbers to call... so I am told.
- I even asked what level of service my account is currently paying. The person was not able to provide this, and referred me back to the dashboard. (anger now setting in)

6. Recover administrator access using support-assisted recovery
https://toolbox.googleapps.com/apps/recovery/form
- I am the super admin and I cannot sign in.
Because I already know the UID/PWD, this only results in a congratulations.
- I am a user and I cannot contact the administrator
Presumably, this is to elevate a user to super-user (at least according to the documentation)
- Tried this. after each attempt, the screen states
" it appears your account <account domain> has an active administrator
Please reach out to your domain administrator to regain access "

Again, I have access to the administrators UID/PWD
The verification number used for the SMS message is incorrect.
and I have no means to change what is being presented.

7. Lastly, since the verification number is a landline, I temporarily forwarded inbound calls to my mobile number.
Landline >> mobile number
This did not work either. Not sure why, but I never received any SMS text or calls.

I have exhausted all my tools. This is beyond forum or level one support. I get the business decision to force me through all these hoops, but I have hit a wall.

TerryWalker

HOW can I get support to either remove or update the verification number.

BECAUSE this number is incorrect, I cannot login to https://admin.google.com

AND I'm the super admin and have a valid uid/pw.

TerryWalker

And here is the chose another way ... same issue

TerryWalker

I there truly no support from a helpdesk when all other options have been exhausted?

KAM

@TerryWalker There is no secret phone number, no.

Here's the official path: https://support.google.com/a/answer/33561?hl=en

Some people have been able to get a ticket open here: https://support.cloud.google.com/portal/cases

Others have had luck with this avenue:
https://twitter.com/AskWorkspace

HTH, KAM

TerryWalker

THANKS.... !!

Official path has been exhausted

Support Case - MUCH appreciated. Case submitted. Fingers crossed.

KAM

God speed. -KAM

gyzhang002

Has this issue been resolved? If so, what's solution?

I am having exactly the same issue!

Cyberstan

Having the same problem, 4 months later....waiting to login to my admin account 1-2 weeks pretty much sucks....also, logging in with my personal gmail account to leave this comment also sucks.

Mr_Shane

If you have added a NEW recovery phone number to your Google account, you must allow 1-2 weeks for the new recovery phone number to be fully activated. In the meantime, the OLD recovery phone number (if you had one configured) will still be used until the NEW recovery phone number is fully activated for your account.

See: Why your account recovery request is delayed

In the meantime, you should try accessing the account only with a device that already has a history of accessing the account.

I had this problem mmyself some time ago, and i had to wait until the new phone number was fully active before i could access with new devices.

ARJSec-VT

Any update on the problem. I am also having the same problem. Is there any way to resolve this?

For Admin account, changed recovery phone number, still refers to incorrect verification number.