The 40+ hour window with no human contact is the part that hurts most. Small things that would be fixable with a 5-minute call compound fast when payroll is missing. Do team members still have access to their individual accounts during the suspension, or is everyone locked out?
My Google Workspace account suspension
71–80 of 239 posts
Re: My Google Workspace account suspension
#72It's been [0] days since the last "Cloud provider banned me and I lost everything" article. Everyone who depends on the good graces of a cloud provider for something (not just Google, but Amazon, Microsoft, Apple, whatever) needs to at the very least, take a moment, and figure out what their plan is when they are suddenly banned and locked out permanently, without any way to contact the company. Does life just go on,…
> Everyone who depends on the good graces of a cloud provider for something (not just Google, but Amazon, Microsoft, Apple, whatever) needs to at the very least, take a moment, and figure out what their plan is when they are suddenly banned and locked out permanently, without any way to contact the company.
This is one of the most common sentiments I hear expressed on HN, next only to "if you're not building your software business around Claude Code, you're gonna left behind".
Re: My Google Workspace account suspension
#73Google's customer support is interesting. Its definitely a case where you'll sometimes hit pockets of the company where clearly there was someone who made it their life's work to fix this bad reputation they have; while other pockets make it clear that they deserve the reputation.
I had a Nest subscription that became a total mess. If you've ever tried to use Nest before, or are coming from a legacy Nest account, and/or also have a Workspace account that somehow got wrapped up in the mess, you'll understand how much of a clusterf Nest is for the Google ecosystem. I had signed up for this subscription on a personal Google account, cancelled it, but was still being charged for it, and the credit card being used made me think it was getting charged on my Google Workspace account (which isn't officially supported, and would never let you sign up for it, but DID share an email address with my legacy Nest account I had migrated into the non-Workspace personal account I was using for Nest).
They had to escalate the problem a couple times, which took ~24 hours. Once that happened, their rep had it resolved in minutes, and refunded me two months on the subscription.
The biggest piece of advice I can give when dealing with Google is: Never be weird. You cannot ever put yourself in a situation where your account isn't like the other billion accounts they have. If you do, something will go wrong and its rolling the dice on whether you'll ever reach someone who can help you. If you've used Google enough, you know: Their multifactor settings are weird. You cannot set it up exactly how you want; it'll always trigger some auth method you didn't configure but they have "LATENT KNOWLEDGE" you should be able to authenticate with, like a phone number you configured six years ago, or gmail installed on a tablet that's 400 miles away, and you can't turn it off, even on Workspace.
My favorite bit of Googleism: Go to any site you sign in with Google SSO and watch the URLs in the eight redirects it has to do before it signs you in. You'll see a "youtube.com" in there. Even on a Workspace account. Youtube.com is a load-bearing website in their core auth flows.
Mess of a company. I hope they invest some effort in improving things, but I was saying the same thing in 2018. They probably won't.
Re: My Google Workspace account suspension
#74Once upon a time at Google: The year was 2013, and I'd been selected to be among the first 8,000 people to get Google Glass. I had to go to Google HQ in NYC from my home in Virginia to get it and be instructed 1:1 on how to use it. I was given a toll-free phone number to call for support by a Glass expert, available 24/7/365. Not only did they answer immediately whenever I had even the smallest problem or question: I…
> Google's policy was that no matter how you broke it or how many times it happened, they'd replace it free.
Yes, because they were using you to figure out where it needed improvements for every day wear and tear. It wasn't charitable, it was R&D expense.
Re: My Google Workspace account suspension
#75Earlier quoted context omitted.
They didn't willfully delete their recovery phone number. They tried to delete a shitty, known-broken 2FA mechanism after they had set up passkeys. Poor UX conflated the two things, so their recovery phone number ended up being deleted. This is 100% on Google. Why the fuck would Google care in which country I live? It's a personal decision, and no corporation should have any say in this. They certainly don't have to…
The problem is the rapid succession of changes to recovery phone number, country, cellular provider. There is no way to differentiate, at scale, between an account takeover currently in progress that needs to be stopped immediately to minimize damage, and a legit user deciding to change all his personal info at once. 30 day cool down period is a reasonable response, at scale.
> The problem is the rapid succession of changes to recovery phone number, country, cellular provider.
Aren't cellular providers inherently tied to the country they're in?
How do you move to another country without changing cellular providers at the same time?
Re: My Google Workspace account suspension
#76Google's customer support is interesting. Its definitely a case where you'll sometimes hit pockets of the company where clearly there was someone who made it their life's work to fix this bad reputation they have; while other pockets make it clear that they deserve the reputation. I had a Nest subscription that became a total mess. If you've ever tried to use Nest before, or are coming from a legacy Nest account, and…
> like a phone number you configured six years ago
I've put in a heroic effort to make sure they never get a phone number, specifically so they can't start handing my account over to the first clown who simswaps me, and have been successful. Unfortunately, this makes my account weird, which as you noted is fatal.
Re: My Google Workspace account suspension
#77If you wanted to intentionally trigger every account abuse system at Google, follow this guy's script.
Re: My Google Workspace account suspension
#78I think Google has done some cool stuff, and I think in a lot of ways they're, at least historically, one of the less evil big tech players. I gotta say, though, that my experience with trying to get them to sort out any kind of issue with their services makes me reluctant to spend any money with them. I bought a Pixel phone. As per the sales terms, the phone came with one year of Gemini AI Pro service. Except, the r…
I agree with your sentiment, but I wanted to call out that they've always been just as evil as other big tech companies. I think their motto of "don't be evil" was some pretty clever PR. I started questioning it c. 2008 when they ghosted me on resolving an issue with my blogspot site that was a bug in the platform. All I could get was a condescending non-response from a "diamond" volunteer on a forum. They were appar…
They weren't always evil, not in my opinion.
Back in the day they bought Feedburner, and merged it with their internal equivalent. In that process, my subscriber list was affected. They apologized and even sent out some swag. That was nice, for a small inconvenience at the time.
Today? humans don't even seem to be involved.
Re: My Google Workspace account suspension
#79Earlier quoted context omitted.
The problem is the rapid succession of changes to recovery phone number, country, cellular provider. There is no way to differentiate, at scale, between an account takeover currently in progress that needs to be stopped immediately to minimize damage, and a legit user deciding to change all his personal info at once. 30 day cool down period is a reasonable response, at scale.
> The problem is the rapid succession of changes to recovery phone number, country, cellular provider. Aren't cellular providers inherently tied to the country they're in? How do you move to another country without changing cellular providers at the same time?
Of course you can keep your provider. It's called roaming, per OP story: "I am travelling to the UK and did not want to have *roaming* on my Australian phone."
For cheaper rates than roaming, typically you install a secondary eSIM for the country you're traveling. 99% modern phones support dual SIM for this reason
Re: My Google Workspace account suspension
#80If a service offers "Login with Google/Apple/Facebook/etc" you should never do that if they offer a username/password. It just increases the single point of failure. Avoid places that only offer the "Login with Foo" if at all possible (looking at you Tailscale).
As an ex-googler, the only reason I was comfortable keeping even my personal email there was because I could reach out internally if there was a problem. I left Google, and left gmail behind too.