cannot upgrade from g-suite to workspace - stuck in loop

[stapleton231]

I'm helping this client that is a LEGACY FREE EDITION G-SUITE.  They do not know who their "admin" was or is.  Cannot find any information and I believe it is one of the 5 current users which have been utilized for at least 5 years with google.

The Domain is paid for by the client in Go Daddy. The credentials are known.

One of the users needs to change their password but cannot because the "admin" needs to grant access.

The account which we suspect is or was the admin account displays both a Google workpace account and Personal google account when trying to log in.  Trying to contact Google Workspace support, we have to upgrade to Google Workspace which is when we get into the loop.  We want to pay for Workspace but don't have access to the admin account from the LEGACY FREE EDITION G-SUITE account and this user doesn't have the permission. 

Need help.

Thank you,

Kay (through the client's account)

[StephenHind]

@stapleton231 If you cannot remember what your admin account details are go to https://support.google.com/a/contact/admin_no_access enter your email address and use the Next button, then on the next screen select Try another way, on the next screen select Contact Support.

[stapleton231]

@StephenHind 

Sorry to say, “NEXT” when using the Google workspace account, which the credentials are known, I am directed to the Google Account page:

"try another way" is not shown and the credentials are known.  Even if “Forgot Password” is chosen, the message is “Contact your domain admin”.

If at login "Personal Google Account" is selected instead, the password doesn't work AND in order to change it I need to contact the administrator, which is a different loop. 

The concern is since all the google services has been in place for years (Gmail, Google Docs etc.)  and currently work for all users @their.doman.com, I do not want to render them useless.

We need to get to Google Support to UPGRADE and PAY Google for Workspace. 

[StephenHind]

@stapleton231 that means it's not the admin account as you can sign in. You need to try and discover what the admin account email address is.

[StephenHind · Accepted solution]

@stapleton231 just another thought: if you can sign in to one if the accounts then go to https://contacts.google.com/directory and this will show all users who are not hidden, so you may see an account there you haven't tried to access.

[stapleton231]

@StepenHind  Sorry for the delayed response.  This was the trick!  There was a name that the client knew and we were successful in securing the admin account.  Thank you very much for your expertise.

[StephenHind]

@stapleton231 Excellent!  Glad you managed to get in!

[anhvancodon]

Trường hợp này gần giống tôi, tài khoản G-suite của tôi chưa vào được đề chỉnh sửa, chuyển đổi !

[Penelope]

I know this is not particularly helpful but have you tried to fill out https://support.google.com/a/contact/recovery_form (which is a recovery form dedicated solely to admin console account sign in issues)?

Because it sounds like your domain is from a reseller, did you check out the help center article at https://support.google.com/a/answer/6335621? 

(A recent question in the Admin Help Community over how to access admin console and get support: https://support.google.com/a/thread/134879058/find-my-g-suite-legacy-super-admin-account-and-we-want...).