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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

#61

Post by cortesoft »

fivre wrote: post #49

we're getting to the point where the only reasonable answer is to regulate this, as the tech giants have well demonstrated that their only concern is to do the bare minimum trust & safety work that's beneficial to their business. users are an afterthought at best. if you provide identity services to more than 100k people or w/e, you need to have a defined dispute process, served by humans with the power to do shit, w…

Would you be ok if this law allowed a company to charge for the support request? Like, $50 to have a human review your dispute?

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

#62

Post by judge2020 »

shock wrote: post #50

Someone created a G Suite trial for a domain I own. There was no option for me to contact Google to tell them I did not create the trial account and do not want it, since all contact options required me to be logged into the trial account I did not create :)

To create a trial domain at example.com, you first get a domain at example.com.test-google-a.com and then you have to go through domain verification[0] for the real domain. Either they still have your domain as "pending" in G Suite, or they have access to your DNS/web server.

0: https://support.google.com/a/answer/60216?hl=en

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

#63

Post by rexf »

cortesoft wrote: post #61
fivre wrote: post #49

we're getting to the point where the only reasonable answer is to regulate this, as the tech giants have well demonstrated that their only concern is to do the bare minimum trust & safety work that's beneficial to their business. users are an afterthought at best. if you provide identity services to more than 100k people or w/e, you need to have a defined dispute process, served by humans with the power to do shit, w…

Would you be ok if this law allowed a company to charge for the support request? Like, $50 to have a human review your dispute?

They would actually provide support? That's amazing! Right now, the solution is to contact them through social media campaigns and hope the right people step in to fix.

$50 could be steep for many and trivial for others, but that's a different discussion.

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

#64

Post by bleepblorp »

cortesoft wrote: post #61
fivre wrote: post #49

we're getting to the point where the only reasonable answer is to regulate this, as the tech giants have well demonstrated that their only concern is to do the bare minimum trust & safety work that's beneficial to their business. users are an afterthought at best. if you provide identity services to more than 100k people or w/e, you need to have a defined dispute process, served by humans with the power to do shit, w…

Would you be ok if this law allowed a company to charge for the support request? Like, $50 to have a human review your dispute?

Allowing companies to charge their customers $50 to resolve account access issues would only give companies an incentive to make 'mistakes' so they can earn $50 by spending a few minutes 'fixing' the error.

Customers shouldn't be billed to fix mistakes that aren't their fault. In a functioning market, money is supposed to flow away from faults, not towards them.

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

#65

Post by techntoke »

blibble wrote: post #22

the ability to ring up and speak to a person in case of difficulty is the only reason I'm paying Google for GSuite with this revalation I won't be renewing

Google never said their phone support is for login issues and makes it clear you need to login for support, and the op (who is using a throway) said they didn't remember using a mobile number when signing up so it sounds like the problem is partly on them. If you've been a customer for almost a year and suddenly realized you don't have a number you can call for support, then there is no reason to be outraged since they never promised that in the first place before you signed up and you were too careless to look. They do have a help page regarding login issues:

https://support.google.com/a/answer/6335621

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

#66

Post by eternalban »

fivre wrote: post #49

we're getting to the point where the only reasonable answer is to regulate this, as the tech giants have well demonstrated that their only concern is to do the bare minimum trust & safety work that's beneficial to their business. users are an afterthought at best. if you provide identity services to more than 100k people or w/e, you need to have a defined dispute process, served by humans with the power to do shit, w…

Curious as to how you come up with the 100k number. (We're in general agreement.)

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

#67

Post by molticrystal »

A one time use recovery passwords you can generate(or are compelled to) in case you lose access or are locked out seems like a better option, I believe mega.nz & live.com do that, if it is available with google, it wasn't obvious to me.

I love Google's rational of locking people out.

I have pop3/imap access to an old secondary gmail account, but whenever I try to log in by the browser, it locks me out and asks me to confirm who I am by adding a phone number.

I never associated a phone number with the account and have no plans to do so. If somebody did get the password, they would be forced to add a phone number they are in control of if they wanted to take it over.

So what was the point of that? Other than compelling thieves to enable and setup 2FA on gmail accounts on old accounts without 2FA that they've gained access to, almost certainly ensuring the owner never gets it back if they ever decide to check their legacy account again.

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

#68

Post by bleepblorp »

fivre wrote: post #49

we're getting to the point where the only reasonable answer is to regulate this, as the tech giants have well demonstrated that their only concern is to do the bare minimum trust & safety work that's beneficial to their business. users are an afterthought at best. if you provide identity services to more than 100k people or w/e, you need to have a defined dispute process, served by humans with the power to do shit, w…

I agree; there's no way any of this will be resolved in our favor without regulatory intervention. There's no profit motive for service providers to get this right and businesses have very effectively insulated themselves from existing dispute resolution mechanisms such as chargebacks, and in the US, litigation.

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

#69

Post by megaman821 »

Taek wrote: post #39

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 t…

I had a similar experience. I like making distribution lists with the company name, so cloudflare@domain.com. I suspect something in their system thinks these are test emails and I could never receive any email. I couldn't verify my email and I couldn't log in to contact support. I eventually emailed them, but they basically responded to login and get support, which was never going to happen since I wasn't receiving emails from them. Sad thing for Cloudflare, I was representing a large client that was exploring an enterprise contract but I could never get an account setup and verified to evaluate Cloudflare.

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

#70

Post by Taek »

markdown wrote: post #44
Taek wrote: post #39

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 t…

I too had the same issue with CloudFlare. The solution was to email support@cloudflare.com. You won't find this address on their website unless you're logged in.

I've definitely had zero luck emailing this address, tried for over a week. They tell you to log in and then they close the ticket.
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