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G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

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Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#31

Post by rckoepke »

>What does Google expect customers to do here?

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

To the OP ( 'HelloThur ), this is the answer to your most immediate question. I found it here: https://news.ycombinator.com/item?id=17120223

> Greetings. This is Alex Diacre here from G Suite Support. This has been flagged for my team and we’re looking into it. If any G Suite customer has trouble accessing their account they can always contact Google Cloud Support here: https://support.google.com/a/contact/admin_no_access (this is a special form to use when you cannot access any admin account)

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#32

Post by HelloThur »

jandrese wrote: post #27
amrktrack wrote: post #4

does the account have 2FA?

He said he set up 2FA and then lost the "corporate device" providing it. This is why you always set up backup codes. The 2FA is doing its job here keeping the account safe from someone who doesn't have the token, which unfortunately is the account holder.

Wow, didn't expect this post to blow up like this.

For reference, I have no 2FA, nor did I lose my corporate device. I've always accessed it through a web browser, never through a mobile, therefore when it asks me to verify with my corporate mobile device, I do not know what device it is referring to.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#33

Post by throwaway324343 »

thisisnico wrote: post #20
throwaway324343 wrote: post #17

Earlier quoted context omitted.

I'm so fucking pissed about this. I signed up for AWS with a personal Amazon.com shopping account. Enabled 2FA, lost the token. I can care less about the AWS account but no longer can I change my password on the shopping account I've had for 10 years.

And there is zero support to help you fix the problem.

There is a MFA reset process that requires a notary and what not. Wouldn't be an issue for the average Joe but since I've moved 3 times since signing up for AWS, I'm not sure which address they need and not even sure I can procure sufficient documents with those addresses on them.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#34

Post by BrandoElFollito »

adoxyz wrote: post #30
BrandoElFollito wrote: post #23

Earlier quoted context omitted.

Where in the world are you to have banks which promote fraud? In my country (France) you can call your bank, declare that a fraud is going on and it then becomes their problem. They will usually issue you a new card and call it a day.

I can call my CC company and declare fraud and get the money back and a new card, but then I'd have to update all other accounts that use that specific CC and it's a shitty experience. Being able to at least email google support would resolve this.

Yes, you are of course right. This is a pain in the ass.

I was referring to the fact that you are being defrauded, which I understood as "being defrauded and loosing money".

I use GSuite since 2004 and the more I read about support the more scared I am. Good luck.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#35

Post by staticassertion »

throwaway324343 wrote: post #17
thisisnico wrote: post #10

Earlier quoted context omitted.

I've had the exact same issue with Amazon. I had prime. Suspected suspicious activity. It's been 6 months without resolution. I just created another account but I've been calling in every day since. There is no escalation, I keep getting told the same thing: We have no power, we just submit the form to the Account Specialists. You should be called back in 24 hours. I've not once received a call back. My old account i…

I'm so fucking pissed about this. I signed up for AWS with a personal Amazon.com shopping account. Enabled 2FA, lost the token. I can care less about the AWS account but no longer can I change my password on the shopping account I've had for 10 years.

FWIW this is why it's a good idea to have two MFA mechanisms. If you can afford it I recommend getting 2 hardware tokens, and storing them separately (you can leave one in your computer, hard to lose).

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#36

Post by oauea »

adoxyz wrote: post #30
BrandoElFollito wrote: post #23

Earlier quoted context omitted.

Where in the world are you to have banks which promote fraud? In my country (France) you can call your bank, declare that a fraud is going on and it then becomes their problem. They will usually issue you a new card and call it a day.

I can call my CC company and declare fraud and get the money back and a new card, but then I'd have to update all other accounts that use that specific CC and it's a shitty experience. Being able to at least email google support would resolve this.

Also you will likely never be able to do business with Google again. So make sure you're willing to never use another paid Google service again.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#37

Post by jasonv »

BrandoElFollito wrote: post #23
adoxyz wrote: post #2

Similar issue if you cancel your GSuite account. I cancelled my account and was still billed for it, but now there's no way to contact support since I don't have an active billing account.

Where in the world are you to have banks which promote fraud? In my country (France) you can call your bank, declare that a fraud is going on and it then becomes their problem. They will usually issue you a new card and call it a day.

Not necessarily true for this case.

I had a problem with a [very well known US-based bank] credit card where a re-curring monthly charge that I wanted stopped.. wouldn't be stopped by the bank because I had authorized the recurring charge at the outset.

Bank told me to contact the entity charging me, and when I said I couldn't reach them (which was true) and they didn't respond via their support channels, bank said I was SOL.

When I said I no longer authorized these charges, bank said I was SOL.

For a $10/monthly recurring charge, the bank wouldn't help me. So I used the same call to close all my bank accounts & credit card and moved my savings account funds to another bank account.

Bank still wouldn't do anything about that recurring charge.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#38

Post by reaperducer »

What does Google expect customers to do here?

As much as I enjoy bashing Google, I have to admit that Google is far from the only offender in this. I've seen it a number of time.

Even Saint Digital Ocean has a similar problem. If you're not logged in, the only ticket you can submit is that you can't log in.

I ran into this recently because it turns out that that DO's help system UI is completely borked in Safari. Type in a topic and click one of the suggestions, and instead of taking you to that topic, if just closes the suggestion list.

The suggestions list has a bunch of carriage return icons, suggesting that you can keyboard through it, but that doesn't work, either. And the system doesn't work on a MacBook Air because it can't deal with anything but massive monitors.

At the bottom of the suggestion list is the suggestion to submit a trouble ticket. But that doesn't work, either.

But what do I expect for $5/month? The last actual Digital Ocean support ticket I put in (a couple of years ago, when the system worked) came back with a very polite reply to the effect of, "You get what you pay for."

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#39

Post by Taek »

I had this same issue with CloudFlare. Lost access to my email account. Had my CloudFlare username + password, but CloudFlare insisted that I verify with my email since I was trying to log in from a new IP (it wasn't a new IP, but maybe they time out after a few months?).

No way to make progress. Can't use support if you don't have an account. Tried making a separate account, so I could at least open tickets. Their ticketing system keeps closing my tickets before the issue is resolved, and it closes them as "resolved". The worst part is that I actually have both the correct username and password for the account, and I have admin access over every single domain associated with that account (via namecheap). Should be easy to prove that I'm the authentic owner of this account.

Happily using Route53 now. Still haven't figured out how to turn off the CloudFlare billing.

Re: G Suite Doesn't Let You Contact Support Until Logged In. Locked Out = Stuck

#40

Post by x0x0 »

staticassertion wrote: post #35
throwaway324343 wrote: post #17

Earlier quoted context omitted.

I'm so fucking pissed about this. I signed up for AWS with a personal Amazon.com shopping account. Enabled 2FA, lost the token. I can care less about the AWS account but no longer can I change my password on the shopping account I've had for 10 years.

FWIW this is why it's a good idea to have two MFA mechanisms. If you can afford it I recommend getting 2 hardware tokens, and storing them separately (you can leave one in your computer, hard to lose).

That's a great plan, but AWS notably doesn't support multiple hardware u2f devices.

They've been sitting on the ask for about 7 years

https://forums.aws.amazon.com/thread.jspa?threadID=137055

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