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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

#11

Post by nvr219 »

g42gregory wrote: post #3
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.

I was debating whether to purchase extra storage for Google Apps email as I am getting close to the 15GB free limit. I decided that I would pay Fastmail instead. I would not want to make my life/business dependent on Google’s whims.

I'm such a fastmail cheerleader that I feel like they should comp my account. But I love them.

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

#12

Post by heavymark »

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.

If you cancelled your account and you were still being charged, did you reach out to your credit card company to let them know about the fradulent charges? They should be able to block billing on their end, once they contacted google's billing to verify you cancelled your account.

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

#13

Post by thisisnico »

drewg123 wrote: post #6
g42gregory wrote: post #3

Earlier quoted context omitted.

I was debating whether to purchase extra storage for Google Apps email as I am getting close to the 15GB free limit. I decided that I would pay Fastmail instead. I would not want to make my life/business dependent on Google’s whims.

I have heard horror stories about declined credit card payments for things like extra storage or premium YouTube causing people to be locked out of their accounts with no recourse. Due to this, I am afraid to pay Google in case things go wrong, so I use competing services instead.

This is why I refuse to use google for most services. Support is absolute garbage.

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

#14

Post by cj »

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.

The best way to avoid this situation is to have more than 1 G Suite super admin per organization, each controlled by different people [0].

Also, you may want to enable Account Self-Recovery if it's not practical to have more than 1 admin user. [1]

[0] https://support.google.com/a/answer/9011373?hl=en&ref_topic=...

[1] https://support.google.com/a/answer/9436964

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

#15

Post by EricE »

Having been an administrator for a Google business account in the past (and not a small one either) I can state from experience that if your problem doesn't have something to do with advertising or search, you are a distant (incredibly distant) third on Google's priorities. And search is a pretty distant second from advertising. Google is majority an ad company, that's what motivates them and it shows in their lackluster customer service for anything that isn't advertising.

Rely on them at your peril. They have slick products as long as they work but good luck if something goes sideways.

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

#17

Post by throwaway324343 »

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…

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.

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

#18

Post by alasdair_ »

EricE wrote: post #15

Having been an administrator for a Google business account in the past (and not a small one either) I can state from experience that if your problem doesn't have something to do with advertising or search, you are a distant (incredibly distant) third on Google's priorities. And search is a pretty distant second from advertising. Google is majority an ad company, that's what motivates them and it shows in their lacklu…

As a counterpoint: I’ve found the GCP paid support to be excellent, but that’s when spending thousands to millions of dollars a month.

(Although the $150/month option was also very good when I used it.)

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

#19

Post by adoxyz »

heavymark wrote: post #12
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.

If you cancelled your account and you were still being charged, did you reach out to your credit card company to let them know about the fradulent charges? They should be able to block billing on their end, once they contacted google's billing to verify you cancelled your account.

I wanted to speak to Google Support first and figure it out and make sure I wasn't misunderstanding the charge, but alas I could not contact support without a billing account active, so yes will be contacting my CC company.

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

#20

Post by thisisnico »

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.

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