Cloud Identity Admin not able to create new user accounts

Google Workspace Developers Q&A
1

Hi All, I’ve a newly created Google Cloud Organization, to start with we are planning to use Google Identity as the Identity platform. Google Cloud Identity Admin is not able to create a new user account - after giving firstname, lastname and new user Id, when clicked on Create User button, it neither gives an error message nor creating a new user - What could be the reason?

Thanks

Suhas

2

Since this is a new Organization, double-check that you have active licenses available. Even for the free version of Cloud Identity, you must “purchase” (for $0) the subscription in the Billing section to have a pool of licenses.

  • Go to Billing > Subscriptions.

  • Ensure Cloud Identity (Free or Premium) is listed.

  • Check if you have reached a user limit. If you have 0 available licenses, the “Create” button often fails silently.

3

Thank you very much, will validate this, since this is an account owned by my client, I don’t have access rights yet. Will provide an update after this call. Much appreciated.

4

Hi, I’ve verified this, free subscription is already in place for 50 users, user has super amin credentials, still not able to create a new user account. It gives a message saying “new account may take some time to appear” - but accounts are not created and getting listed in the list of users. We still ended up in one Cloud Identity Super Admin user. What could could be the possible issue here?

Thanks

Suhas

5

Is there a possibility that any setting done during Google Identity creation is stopping direct user creation in Cloud Identity?

6

OK. Even if you have 50 free licenses, Cloud Identity sometimes requires Automatic Licensing to be enabled for new users to appear in the directory. If this is off and no license is manually assigned during creation, the user might be stuck in a “pending” state or not be created at all.

  • Go to Billing > License Settings.

  • Check if Cloud Identity Free is set to “On” for your organisation. If it’s off, try turning it on, then create a test user.

Also, double-check that the domain ownership has been fully verified via the DNS (TXT or CNAME record) -

  • Go to Account > Domains > Manage Domains.

  • If it says “Verified: No” or “Pending,” Google will often block the creation of additional users on that domain until the handshake is complete.

8

Thank you very much for the support.

Finally this issue is resolved - Client’s network restriction is the root cause of this issue. Admin tried creating new users from a laptop which is not part of the domain and it worked. We did the following verification from ours side to troubleshoot the issue - most of these you suggested, thank you once again.

  1. Verified the user has Super Admin rights - this was on
  2. Subscription status of Free subscription - this was on
  3. Checked the Admin Audit logs - we didn’t see any activity recorded related to user creation, no failure messages also.
  4. We created a new Cloud Identity subscription and created a new GCP Org - this worked as expected and we could create new users in Cloud Identity without any issues.

Point 4 mentioned above given a hint, this could be a potential issue with the domain/security restrictions imposed. Hence requested the Administrator to use a different laptop. Finally this worked.

Thanks a lot again - much appreciated.

Best Regards

Suhas

9

Thanks for the feedback and explanation.