Unable to create a new workspace for a client

[rajkopodinic]

Im trying to create a new Google Workspace for a client.

I go through all the steps but get stuck where is asks me to create the username.
example: info@example.com (It says that "info" is already taken)

After asking my client if they created a Google account using this email in the past they say no. I try to login to this email but Google says that this account does not exist?

Any idea how I can reset Google Workspace to remove anything associated with account creation of this email before? Have tried logging into all google services with the email but unable to as "Account does not exist" message shows.

[icrew]

My guess is that the example.com domain may already exist in Workspace, not necessarily that info@example.com account exists. This was perhaps due to some earlier free trial or experiment. If my guess is correct, you might want to try recovering admin access to the example.com Workspace instance, as follows:

All the various options for recovering admin access are discussed 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

[rajkopodinic]

Hi Ian,

I was able to make a Workspace account using another email (e.g.
admin@example.com). After creating it I tried to add the info@example.com
as a user but got the same error message...

Even when trying to "recover" the info@example.com account I can't even get
to the password stage as I'm hit with the error "this account does not
exist".

I feel like Google has it stored in cache somewhere where I need to let
them know to remove it after proving we own the domain.

Do you know an exact link I can contact support on or start a chat about
this?

Kind Regards,

*Rajko Podinic* | Co Founder / Solutions Engineer


<PII removed by staff>

[icrew]

See https://support.google.com/a/answer/1047213?hl=en for how you go about contacting Google Support as a Workspace admin.

Hope that helps,

Ian