Superadmin - Password Reset

[zmaru]

Hello I need assistance to reset super admin password, currently still in active with a former IT officer in the organization I am assisting right now, can someone point me to the correct people for this.

[Penelope · Accepted solution]

I would suggest you reach out to the admin of the domain. When the domain was set up or during one of the process, the information at https://support.google.com/a/answer/9436964?hl=en should have been gone over which is allowing superadmins to recover their own accounts or not. The article over resetting the password of the admin (so this might work for superadmin but I actually don't know if it would or not): https://support.google.com/a/answer/33561?hl=en&ref_topic=4388358. If the actual admin is able to be contacted to assist the super admin, this is the article they can be given: https://support.google.com/a/answer/33319?hl=en&ref_topic=4388358 which is about resetting the user's password. 

[Penelope · Accepted solution]

I would suggest you reach out to the admin of the domain. When the domain was set up or during one of the process, the information at https://support.google.com/a/answer/9436964?hl=en should have been gone over which is allowing superadmins to recover their own accounts or not. The article over resetting the password of the admin (so this might work for superadmin but I actually don't know if it would or not): https://support.google.com/a/answer/33561?hl=en&ref_topic=4388358. If the actual admin is able to be contacted to assist the super admin, this is the article they can be given: https://support.google.com/a/answer/33319?hl=en&ref_topic=4388358 which is about resetting the user's password. 

[zmaru]

Thank you @Penelope , I will do as per suggestions.

[Penelope]

You're welcome. Feel free to let Willie and I know how it goes for you or if you still need help. 

[Willie_Turney · Accepted solution]

Hi @zmaru, have you seen this support document? This should tell you how to reset your password.

Thanks!

[zmaru]

Thank you @Willie_Turney Appreciate this info, My client had an IT guy who took off with all admin passwords etc, i've managed to recover all expect the Super admin for workspace. I hope I can get it done today.

[Yan80]

Hello,

I have the same problem but in a Google Workspace for Education enviroment. The former IT admin is not willing to give the superadmin access. What should we do to reset all superadmin accounts?

[Penelope]

Try the information at https://support.google.com/a/answer/33561 since that does include information for users who can't contact their admins even. 

[Yan80]

Hello Penelope,

I tried with the CNAME method without success...

After I modified the DNS record Google asked me to wait 72Hrs for validation.

After 72Hrs I received this joke message:

We are contacting to inform you that there are active admins in your Google Workspace account.

An administrator in your domain is able to assist you with your problem. Please contact an administrator within your domain and coordinate with them.

Do you have any idea that works? We need to get our Workspace back from a fired IT guy.

[Penelope]

Hi @Yan80 , I actually would not know but I know that @Willie_Turney who was on this post previously is a Google employee so he might know how to do all what you are asking especially when the system thinks a fired/former employee is an active administrator. 

[Willie_Turney]

Apologies for the late reply here! 

Adding in @icrew and @KAM - do either of you have have knowledge on how to gain Super Admin access when a former employee is not willing to give superadmin access? 

[icrew]

The only way I know of is to go through the process outlined at https://support.google.com/a/answer/33561?hl=en, but @Penelope mentioned that already…

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