This might be not the right forum, but I am really running out of ideas. Google Workspace support is clearly not qualified enough to help me or escalate our support case #69219131.
I get bot like responses from the support employee, which clearly does not understand my issue but is just posting text snippets. And despite me creating all the txt and cname he asked to proof I am the owner, he still can’t help me. Now he just went silent I does no longer respond.
What I am trying to do, is rather simple. I want to add our domain.
I want to add example dotcom as domain for my mails.
I go to workspace got google dot com/u/1/business/getcustomemail/signuptypeselect?origin=adminconsole and select that I already own the domain.
I enter my domain example and get an error message that the domain is already in use.
We never had a google workspace account with that domain before, so it has to be the previous owner of the domain.
There I expand the part: “This domain is already in use”.
Since none of the above things apply, this below does: If none of these applies, the previous owner of your domain might have signed up for a Google service. Fill out this form and the Support team will get back to you within 48 hours.
When I click on the link, which leads me to: Recovery I get the error message that the domain example dot com is not supported.
My suggestion is this: stick to the canonical route —Google Workspace support— but also try the following alternative “long shot” path.
It’s clear to me that a Google Workspace account already exists for your new domain. If you can gain access to that account, you’ll gain control over the situation. You can start that process here: Recovery
Oh, I’m truly sorry; I did not look carefully at your picture. I got hung up on adding the domain to your existing Google Workspace account instead of gaining access to the existing (uncontrolled) account. Clearly, I assumed too much.
Please forgive me; I didn’t mean to make light of this… I have been where you are now, and it is not funny at all.
Did you try to find any existing Workspace accounts associated with your new domain to try to gain access to them?
A few years ago (maybe more than 5), there was a way to gain access simply by having control over the DNS, but I think that method has been disabled.
If there really was a workspace account before us, we don’t have no idea who these people are and how we would get access there. I have tried to do a passwort reset to mail@mydomain.com or info@mydomain.com but they all do not exist.
The reason you’re seeing “Domain is not supported” in that specific recovery tool is usually because that tool is designed for standard Workspace accounts. If your domain is currently tied to a different type of Google entity—like an old Google Cloud Identity instance, a Reseller account, or even a legacy “G Suite free edition”—the automated recovery form often trips over itself.
I have a couple of suggestions. First, you have an active support case #. Try replying with something like - “I have verified domain ownership via DNS (CNAME/TXT). The automated recovery tool at [URL] is returning a ‘Domain not supported’ error. Please escalate this to a Tier 2 technician to manually purge the existing stale tenant for [example.com].”
Second, see if you can regain access to the previous tenant. You obviously have control of the DNS for this domain, so you may be able to regain access though DNS authentication. The page linked below explain how -
That is a great idea. The problem though is that since I don’t know the mail address that was used for that tenant, I can’t get to this step. This step is to recover an account you know. But I don’t know the account.
Laughable how bad google support is. We started the support case on the 19th! And still have no solution.
This time I finally made it to what looked like a to CNAME and TXT to prove that I own the domain.
But I got excited too soon. Despite the linked CNAME and TXT checkers, already picking up both my CNAME and my TXT setting, I still was unable to continue. Finally after another waiting period, I was able to get trough. Now I got another support case number and have to wait another 3 business days. Hopefully this time it finally works.
Did you finally delete the prior google workspace associated to new domain?
Did you try to register the new domain from a different IP (if you can’t change your wan ip maybe can connect to the internet through your phone)? The message looks like an abuse prevention feature.
I mean, how? Again, IMHO that is the wrong question to ask to begin with.
There could be 13458 tenants in MS that have my domain in their settings.
But only one tenant can prove it by txt.
So the other 13457 should not matter at all.
If it is just a dead tenant, how should I be able to do that?
Support told me that it used to be some kind of affiliate account?!
Then he told me it is because it is because we upgraded a private gmail address to workspace.
So we deleted the workspace contract and tried to create it with a totally new and fresh mail/IP/Browser all of that.
It is now escalated to second level, I had to send a mail with a screen recording and HAR file “but he can’t promise me anything, maybe it is better to get a new domain”.
We founded a company with that name, we are not gonna change it, because google drops the ball.
I do truly understand, but i also understand that if google workspace has an account with that domain can´t create another one without deleting the existing one. So the people at google have only two ways to solve the problem:
a_ giving access to you to the existing account (that was the old way i mentioned https://admin.google.com/domain.com/VerifyAdminAccountPasswordReset)
b_ delete the old account to allow you to (re)create a new one with the same domain
It is quite possible that google doesn’t know what to do: give all the private data of the old owner to you or destroy the old data (delete the account) and break a lot of commitments taken with its previous client.
It is really annoying that something so simple (and surelly repeated and common situation) have no a standard reolution procedure.
As i told you before, i’ve been there but was quite simple (compared to your situation) because i was able to locate the prior owner. That’s why i get hooked in your problem; last time i could find a way to solve the situation but with a nasty sensation of precarity in the implemented resolution procedure and i can’t stop thinking if the next time i will have the luck on my side.
If you have an open support case, then that is the best way to move forward.
Essentially, the message as I have translated it, says “Your registration cannot be completed.” Google’s automated systems have flagged the sign-up attempt to prevent spam. This isn’t necessarily a “you” problem—it’s often just the system being a bit over-cautious.
If you’ve tried to sign up multiple times rapidly, the system might have put a temporary “cool-down” on your IP. Give it 24 to 48 hours and try again.
I don’t. But it does not matter anymore. We finally were able to delete it.
Every other company works that way.
Marc has mydomain dot com with godaddy.
He opens a MS account and adds his domain.
Marc no longer pays his domain.
I buy his domain.
I use mydomain dot com with microsoft.
Microsoft assigns mydomain dot com to me. What they do with the data of Marc, does not matter.
They can leave it untouched, as long a marc is still paying for the service itself. That is the whole reason why Marc created his account with the username admin234@onmicrosoft.com and not with admin234 at mydomain dot com. That is why you not let the user create an account with his own domain.
Again, in the background we are just tenants with GUIDs. Data is assigned to GUIDs not to domains. At least if it isn’t done by beginners.
I am glad that, as I understand it, you were able to resolve the issue!!!
About the domain data—I’m guessing google views the domain owner as the data owner. Like I said earlier, you used to only need domain and delegation access to pull up the whole G Suite account and all its data.
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