Promoted user to super admin can't login into admin.google.com

[TamaraMelissa]

Hello,

I would like to ask you for help on behalf of my friend who has a problem. Let me describe the context and the story.

- She started to use free G-Suite many years ago
- She has an admin who manage the G-Suite platform
- During migration period from free G-Suite to paid Googl Workspace the admin do nothing but platform keeps running (she has domain cestazeny.cz => no gmail.com)
- Last month it happens that 15GB shared diskspace was over and service stop to work at all
- We did open support case with information to upgrade the platform to paid version + we have started the process of recover Admin access (the previous admin is not cooperating) to her account (using CNAME recovery proces in DNS zone) => with successfull result
- The service started to work, her user account (PII Removed by Staff) was promoted to admin but she is unable to login into admin.google.com with looping message about to choose proper user account who is admin of the Workspace
- We tried to recover it again and the wizard confirms she has admin permissions assigned

Can you help me to solve the issue? There is not possible to contact Google Workspace support directly.

Thank you

marek

[SajithMohan]

Hi @TamaraMelissa,

I understand that the previous administrator of the formal free Gsuite is not cooperating and the your friend is upgraded as the super admin but she can not access the Google Workspace Admin console.

Please fill out the form below and one of the Google Workspace support team will help your friend to recover account by verifying the domain name.

https://support.google.com/a/contact/recovery_form

Thanks!

[TamaraMelissa]

Hi @SajithMohan we did proceed the domain verification by following the wizard and we configured the CNAME record to proof domain ownership.

Nevertheless I will follow your URL link to get help from support team.

I will keep you informed.

Thank you.

Marek

[TamaraMelissa]

Hi @SajithMohan 

the process was the same we did last week - to validate domain using CNAME or TXT. We proceed again. I hope it will move forward otherwise we will stay in the loop.

Regards,
marek

[SajithMohan]

Sure, @TamaraMelissa. Please feel free to let me know. 

Thanks!

[TamaraMelissa]

Hi @SajithMohan ,

we proceed with domain validation again using CNAME DNS record. Confirmed by Google support. And we have been informed about process of promoting user account <PII removed by staff> to super admin. Nevertheless we did this procedure one week ago but without success. 

I tried to login into admin.google.com portal today and it still keeps asking me to choose proper account with admin permission level (role). And we are stuck in the loop.

Any solution welcome.

Thank you

marek

[SajithMohan]

Did you receive any support email address from Google team? Unfortunately, the only solution is- the Google team should promote the email to super admin.

[TamaraMelissa]

Hi @SajithMohan 

we get several emails. 

The first one was

"

CAUTION: Google will never call or offer to fix an account issue without a contact by you first. This request was created using a publicly available form. If this was not initiated by you, please ignore this message and do not respond.

Hello , We have received your request and a new case #54154257 has been opened. If you have any questions or require assistance, please reply to this email to contact Google Workspace Support. Thanks for choosing Google Workspace.

The second one was the validation of domain by using CNAME - successfully :

Hello , Your Case #54154257 for Google Workspace cestazeny.cz has been updated. Case Subject: [unreachable] (PII Removed by Staff) Case Comment : WARNING: Google will never call or offer to fix an account issue without a contact by you first. This request was created using a publicly available form. If this was not initiated by you, please ignore this message and do not respond. Hello, Thank you for contacting Google Workspace Support. We have identified that you are eligible for our faster and more efficient recovery flow. Please use https://toolbox.googleapps.com/apps/recovery/form?domain=cestazeny.cz&user=tamara@cestazeny.cz to seek assistance with gaining administrator privileges. If you decide to proceed with following the steps below, please note that replies might be delayed. If all administrators of domain cestazeny.cz are unreachable, we require proof of ownership of the DNS domain cestazeny.cz to help you gain administrator priviledges. - DNS OWNERSHIP: please verify that you are the owner of this Google Workspace/Cloud Identity domain by creating one of the following DNS record through your domain hosting provider: - Via CNAME (preferred): - Label/Host: 54154257 - Destination/Target: google.com - Time to live (TTL): 3600 seconds / 60 minutes / 1 Hour For more information on how to create a CNAME record, please visit https://support.google.com/a/answer/47283. If you need assistance creating the CNAME record, please contact your hosting provider for support. - Via TXT: - Label/Host: enter @ or leave it blank - Value/Destination: google-gws-recovery-domain-verification=54154257 - Time to live (TTL): 3600 seconds / 60 minutes / 1 Hour For more information on how to create a TXT record, please visit https://support.google.com/a/answer/183895. If you need assistance creating the TXT record, please contact your hosting provider for support. Once done, please reply to this email. Best regards, Google Support Please review your case and take any actions as requested. If you have any questions or require immediate assistance, please reply to this email to contact Google Workspace Support. Thanks for choosing Google Workspace. —The Google Team

The third one was from today:

Hello Customer,

This is an automated reminder from Google Workspace Support.
We haven’t heard back from you in the past 2 business days regarding your open case business days regarding your open case " [unreachable] (PII Removed by Staff) " (# 54154257 ).

If we can assist you with your case or you have additional information to provide to the support team, please reply to this message with your update. A member of our support team will be happy to assist you.

If you no longer need assistance with this case, no action is required from your part. If we don’t hear back from you within 4 working days, we may close your case and send you a confirmation notice.



Sincerely,
Google Workspace Support

I am missing what are the next steps? They validate our domain and what next? The account is not promoted yet and they attempt to close the case within 2 days.

Thank you

marek

[SajithMohan]

Please try sending a reply to them saying the DNS verification is done. 

[TamaraMelissa]

Thank you, it is done right now. We have reply to the email. The support team respond and we get the super admin role.

Thank you for your support and ideas.

Regards,

marek

[SajithMohan]

Awesome. Happy to help, Tamara.