legacy to workspace free, lost users

russ12 · 12-23-2022 07:46 AM

So I converted my old legacy google apps account to workspace as per this

https://support.google.com/a/answer/2855120?product_name=UnuFlow&hl=en&visit_id=638074067321299127-1...

it worked fine, but I lost most of my users.
my domain originally had a 2000 user limit and now it only has 300.

any idea how I get my users back?
I know it is possible as I have seen others who had legacy accounts with this many users and more, still managed to upgrade to a free plan.

I am not getting anywhere with Google support.
As you know, it is not possible to contact google support from a free account, so I did so from my business account.
But we are going around in circles with them telling me I need to open a case from my free domain, and I just keep replying to them telling them this is not possible as their system does not allow this. I have sent them screenshots to prove it. They don't seem to have any idea how their own system works.

DavidIan

If you had updated from the a G Suite plan to the new free plan, I'm assuming you are on Google Workspace Business Starter (Free version).

Google Workspace Business tier plans only go up to 300 users by default. You can learn more about that here: https://support.google.com/a/answer/6043385

But for this, I suggest trying to request for a user cap increase by contacting the Google Workspace sales team here: https://workspace.google.com/contact-form/

Now, I'm unsure if they'll be able to increase it past 300 if you're on the free version - but it's worth a shot.

KAM

@russ12 @DavidIan is correct that 300 is typically the limit where Google requires you to go to enterprise editions however I agree, open a support ticket and layout what your NPO does / why it needs X number of accounts. Google has definitely increased the limit before! -KAM

russ12

i followed the procedure here

https://support.google.com/a/answer/60217?product_name=UnuFlow&hl=en&visit_id=638076857239243626-387...

it didn't give me any choice as to what version to upgrade to, it went to business starter by default.

I know it is possible as I have seen others who had legacy accounts with this many users and more, still managed to upgrade to a free plan.

I am already talking with with Google support as mentioned above,
As you know, it is not possible to contact google support from a free account, so I did so from my business account.
But we are going around in circles with them telling me I need to open a case from my free domain, and I just keep replying to them telling them this is not possible as their system does not allow this. I have sent them screenshots to prove it. They don't seem to have any idea how their own system works.

If I upgrade to a higher plan with more users and then click the "personal use" button again from the aforementioned link, if this liklely to work? Obviously I don't want to end up with an enterprise plan I have to pay for and it seems Google support are as useless as 3 colorblind hedgehogs in a bag.

DavidIan

No it won't. "Personal use" plan is basically just the Google Workspace Business Plan but a no-cost version.

If you want a higher user cap, you can upgrade your plan to Enterprise or contact sales to request for a cap increase like I mentioned.

Contacting sales is probably a better idea, they usually reach out to you within the day or within 48 hours to after you submit a request via their contact form.

russ12

i tried contacting sales via that form, but it won't let me submit the form.

so error, nothing, it just won't submit.

DavidIan

Can you try calling the number at the left side if there's one?

Also, what error were you getting?

russ12

as stated above in my previous reply

no error, nothing, it just won't submit.

as then stated in my subsequent reply

finally got it to work, i had to select company size more than 1... i guess they don;t want to deal with 1 person companies

russ12

finally got it to work, i had to select company size more than 1... i guess they don;t want to deal with 1 person companies