Gmail in workspace

[emergentconcept]

Why is gmail missing in the subscription of workspace? All other services are available except gmail. 

There is no way for us to get support as everything is through messages and knowledge centers only. We cannot locate our PIN to use the phone support. 

[AndrewB]

Hi @emergentconcept you can fill out this form to regain access to your Workspace admin account. https://support.google.com/a/contact/recovery_form

[emergentconcept]

Hi Andrew, I am not to regain access to workspace admin account. I am just trying to add the gmail service into our subscription. It's just so hard to get support for workspace than my personal 1 google account. 

[Penelope]

emergentconcept, are you saying that your Google Workspace came without Gmail or are you saying you don't know how to contact Google Workspace in connection to Gmail? 

If Google Workspace came without Gmail, try going through https://support.google.com/a/topic/9202?hl=en&ref_topic=9197 which has articles on how to set up Gmail. To get ahold of Google Workspace support that is supposed to come with having an account/domain, https://support.google.com/a/answer/1047213?visit_id=637692955572360499-4060905259&rd=1 try that link for the different methods for reaching them. According to https://support.google.com/a/answer/6336670?hl=en#zippy=%2Cgmail, Gmail is considered a communication service that is covered by the Service Level Agreement which means it gets the same technical support as any core service. 

[emergentconcept]

thanks, but ALL these support pages do not lead me to getting ANY support via phone or chat at the least. I am surprise that my PERSONAL account can easily have phone support while my BIZ account has not the same easy access to support.

[Penelope]

Gmail has never offered phone support for personal Google Account (as far as I am aware since the Gmail experts even tell users that monthly now). 

Because this is concerning Google Workspace have you ever tried to reach out to their help community so they can troubleshoot with you why the help articles about one on one support for workspace admins is not working? Do note that some of those options are only available when logged into the admin or super admin account/admin console not a regular user of the domain. The help community is located at https://support.google.com/a/community?hl=en. 

What is your workspace edition? There is Google Workspace Individual, several types of Education, Business, Standard, just to name a few. 

[emergentconcept]

I beg to disagree.

I have had several phone support with my 1Google personal account. You certainly do not know what you are talking about.

I have received several articles from different ways I tried to get support including this community, the most I had support is through twitter of workspace but still all to only forward an article of all sorts.

I think workspace is useless by requiring us biz owners to have a PIN before we can get a CALL while my PERSONAL account can easily get this support.

[Penelope]

What Workspace edition do you have? Edition types can include G Suite Lagacy. Do note if you have Workspace Essential, that does not come with Gmail because customers are expected to have email and calendar already in place (see https://workspace.google.com/essentials/). 

Is there any way you could walk me through the steps along with screenshots of how the one-on-one support is requiring you to have a pin/not allowing you a phone or chat option? Do note that there should be a way to get help without the PIN, read https://support.google.com/a/answer/60233?hl=en&ref_topic=7067151 (

1. Click Phone, then Continue.

   If a phone number field is available, enter your phone number and click Submit. You don't need a PIN. (This option isn't available for all Google Workspace accounts.)

   If you want to call support instead, click Looking for PIN or direct phone number 

    Get PIN and call Google directly.

   If a phone number field isn't available, the number to call and a PIN are shown.

The PIN is valid for 60 minutes, after which you can generate a new one, if needed.)

And you are verifying that you are logged into your admin console/account that has it (https://admin.google.com/) when you try to go through the help article? Do note, if you are logged in as an user of the domain so not as the admin nor superadmin and hence don't have access to the admin console, then you won't be able to access the one-on-one support. It's only available for admins and super admins (and those accounts will have access to admin.console.com which is one way to know if you are logged into an admin/super admin account even). 

Also, I know you said Gmail was missing. Does that mean that you can't even access https://admin.google.com/ac/appsettings/740348119625 (which is the Admin Console --> Google Workspace [left hand side of the Console] --> Gmail and it's supposed to be all of the Gmail settings including verifying it is on for the users)? 

[Sojourner06]

I have this same issue and the subscription I am paying for includes Gmail.  However, it doesn't show up as an option.  Very frustrating!

[Penelope]

Try contacting Google Support one on one then. Instructions at https://support.google.com/a/answer/1047213. 

[Yaeli01]

Hi all,

Like emergentconcept I'm struggling with the same issue and saying I'm frustrated is an understatement.

I have workspace Essentials which I believe includes Gmail as it's a paid package, not a free one but whatever I do - nothing is coming through. I've input my MX Records into my domain site and rechecked and they're all correct. I've waited 4 days and I'm getting nothing. I've been on the help area, but it's a bot so I just receive the same info over and over again going in circles, and I don't think my package includes speaking to a human unless I upgrade which I don't need for my needs.

Any help will be much appreciated before I lose my mind. The lack of support on this product is shocking and I've spent hours trying to figure out where it's not going right and I'm getting nowhere. 

Help please before I literally lose my sanity! Thanks in advance good people.

[icrew]

@Yaeli01 

The Workspace Essentials editions do not include Gmail. Quoting from https://support.google.com/a/answer/7681288, "If you need Gmail, sign up instead for Business Starter, Standard, or Plus."

Hope that helps,

Ian

[Yaeli01]

Thanks so much Ian!

I'm certain that I checked it all before signing up but possibly this is the reason why.

So on my account, the options for upgrade are: Google Workspace Enterprise Plus/ Google Workspace Enterprise Standard/ or Essential. Why are those different from Business Starter/ Standard etc? (are they and it's just for further confusion all those different names?)

I really appreciate this! 

[icrew]

Hi @Yaeli01 :

See https://support.google.com/a/answer/6043385?hl=en , as well as the line there that reads "Compare instead: Enterprise editions | Education editions | Essentials editions" for a comparison of all the various different editions of Workspace and what they include.

Cheers,

Ian

[erikfoodstart]

You likely have Workspace essentials which doesn't include gmail. You need business starter. The dumb thing is that you can't access this via your current subscription. You need to switch to "Google Workspace Enterprise Standard" which will require to pay for a flexible plan initially, which will give you access to Business starter, which has gmail. So dumb! *** You won't be charged for the google workplace Enterprise starter because you are making the change on the same day.

[sandiegoleah]

Yoooo Erik, literally took a couple hours to find anything on this topic. Thanks so much yours was the only response that helped. How in the holy F is anyone supposed to know how to do that on their own. I wonder if google is aware. Anywhoo, thanks so much huge help!

[erikfoodstart]

Seriously! Wild goose chase. Googles got to fix that!

[chrispuckett]

+1 thank you Erik!  Very confusing, but I picked the business starter version and I have Gmail now.  I lost all of the data in the old email account, but now it works, and I am happy!  They need to make it more clear that Gmail is not included in these other packages, which is very confusing.  Poor UX and design on Google's part.

[Kagame_2Point0]

Gmail is available only for Business Starter and up. It is not included with Essential subscription. Also, no phone support for any subscription unless it's Business Enterprise/Plus. If you happen to have a phone support, meaning it's an escalated case or Out-Of-support concern related to GWS thus was transferred to a Specialist. Or you have a third-party phone support service.