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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

#111

Post by justinclift »

thisisnico wrote: post #10
zxcvbn4038 wrote: post #8

This is the part where you have to launch a campaign to shame Google on social media or know someone on the inside to get your situation resolved. When you do get back in my advice is to enable multiple 2FA factors as that seems to streamline the account recovery case.

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…

It sounds like someone working for Amazon directly is abusing your account.

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

#112

Post by rootsudo »

WrtCdEvrydy wrote: post #77
ROFISH wrote: post #72

Google isn't the only one. Somebody must have used my domain to sign up for a Microsoft Teams something for some reason and NOBODY in my company can find out who or how. Microsoft is absolutely unhelpful in this regard, trying to activate our domain for Office Teams or whatever. Microsoft says it's for "security" reasons; but as CIO of a 50+ person org I should have some override on that in the event of erroneous sig…

To be honest, the alternative is someone being able to delete your organization on Teams. I kinda wish you could do like google analytics makes you do to validate your URL (add a DNS record)

You can, the whole point is verifying the domain in O365 by modifying the PTR record and CNAME so that the o365 panel will see it is yours.

Support should've been able to remove it, I know I was able to do it on escalation cases when I was on Fast Track.

I know that the "ambassadors" are really next to worthless, and if you do not have premier or a TAM on your account, you are really SOL on O365/M365/Microsoft products, you need to email the ambassadors managers, continually, and then go up the ladder, if needbe, to the product manager of that support team and just keep doing it.

It really sucks.

But the reason you couldn't add your domain is 99% most likely someone added and verified it. There are tools on the backend (most easiest Viewpoint) and then billing (CMAT) that can verify if domain is added.

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

#113

Post by smsm42 »

Google auth UX is quite hostile. For example, if your group admin enables 2A requirement, you can't login if it your account doesn't already have 2A, and you can't set up 2A if you are not logged in, of course. So the workflow goes like this: enable 2A requirement. Wait for people to scream, disable 2A, let them log in and hopefully enable 2A. Enable again, let the next group of people whose sessions by now expired to discover they can't log in, disable. Etc. until hopefully everybody enables it. That seems to be the officially endorsed process: https://support.google.com/a/thread/6090262

Sane approach would be to let people log in and immediately require them to set up 2A and then continue with their logged in lives, but I guess that was too hard.

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

#114

Post by justinclift »

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 :)

This sounds like an avenue for miscreants to potentially hold domains hostage. :(

eg: Register likely target business domains for G Suite, O365, etc trials to lock them out.

Then blackmail/bribe/whatever the legit owner if they want access.

Doesn't sound like there'd be any workaround either, at least for the first few years. :(

Maybe the "Police contacting Google/MS" which would eventually happen could get it stopped at some point.

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

#115

Post by chipsa »

mrguyorama wrote: post #51
x0x0 wrote: post #40

Earlier quoted context omitted.

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

Can you not manually set the two tokens to the same "seed"?

That works for TOTP 2FA on your phone. But most hardware tokens have an internal seed that's immutable.

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

#116

Post by mellow2020 »

throwaway_1299 wrote: post #99
bradly wrote: post #87

Earlier quoted context omitted.

> Currently, with youtube / gmail etc, the revenue per user is so low it will NEVER make economic sense to have humans dealing with an account. Google made over $6 billion in profit in one quarter this year. YouTube had revenue over $5 billion in one quarter. They announced a $25 billion stock buyback. Google doesn't offer support because they choose not to.

I work in a similar space and it is significantly complex and expensive to do this. Back of the napkin math - * Lets say on average customers contact Google support once a year for each product they use. That's 0.25 tickets per user per quarter. * Consider Google has ~10billion monthly product user combinations (9 products have 1B+, most have significantly more) That is 2.5M tickets/support requests a quarter. ~28M t…

> it would be ~40% of the quarterly profit

Another way to look at it is as just the cost to make that remaining profit, and that the cost has been externalized so far.

If people had utterly insisted on decent customer support from day one, companies like Google would have found a way to grow as big as they can while still providing support.

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

#117

Post by toast0 »

smsm42 wrote: post #113

Google auth UX is quite hostile. For example, if your group admin enables 2A requirement, you can't login if it your account doesn't already have 2A, and you can't set up 2A if you are not logged in, of course. So the workflow goes like this: enable 2A requirement. Wait for people to scream, disable 2A, let them log in and hopefully enable 2A. Enable again, let the next group of people whose sessions by now expired t…

If your org is small, you can run a report to see who hasn't enabled 2FA and then yell at them. They made it better for new users a while ago (you can now configure a grace perioid), but I don't know/remember if this helps for existing users. If you've got users you can't cutoff who don't setup 2fa, then you need to make an exception group. You can run automation to send nag emails if there's people in it, etc.

But then don't merge with another company with g suite, cause merging accounts isn't supported and you'll have a mess.

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

#118

Post by toast0 »

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?

How about I deposit $50, if they agree it's their fault, they give me the $50 back and fix it. If they don't agree it's their fault, they keep the $50 and fix it. If they don't agree there's a problem, I get $40 back.

If they keep my $50 and I still think they're wrong, an appeal process is available, etc.

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

#119

Post by Causality1 »

gerbler wrote: post #73
disappearance wrote: post #71

Earlier quoted context omitted.

That’s a url worth copying into a password manager...

Just to be clear, OP is factually incorrect. You can contact support using the above link if you are locked out. Source: worked on the G Suite Support team for several years.

This kind of thinking on behalf of Googlers is why every professional on earth thinks Google's customer support is shamefully terrible.
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