I am trying to sign in to my Super Admin account, but I receive the following error message:
“Your sign-in settings don’t meet your organization’s 2-Step Verification policy. Contact your admin for more information.”
When I try to contact Google support, I am told to contact my reseller. However, my Google Workspace for Education account was provided directly by Google and is not associated with any reseller.
I have all the information typically requested for account recovery and ownership verification, including:
Access to the domain DNS records to verify domain ownership.
The original email received when the Google Workspace account was created.
Despite this, I am unable to sign in, and I cannot find any channel that allows me to contact support directly regarding this issue.
Could you please advise on how I can regain access to my Super Admin account or escalate this case to the appropriate team?
Alternative Method (Admin Toolbox): If that direct link redirects you, go to the Google Admin Toolbox Assistant, enter your admin email, and select “I have a 2SV issue” or “I need to extend my organisation’s Google-mandated 2SV enforcement date”.
Provide a Safe Contact Email: When prompted, provide an email address that is completely outside your Google Workspace domain (like a personal @gmail.com address). Google will use this to communicate with you.
Prove Domain Ownership (DNS TXT Record): Google’s system will automatically generate a unique string of text (e.g., google-site-verification=...). You will need to log into your domain registrar (where you bought your domain) and add this as a TXT Record to your DNS settings.
Verify and Submit: Go back to the form, click “I have added the record,” and submit.
@brettfreer’s guide is good.
To add to this, if you are managed by a Google Workspace partner, by defualt they have access to your Google Workspace admin panel and can reset your password/MFA etc on your behalf, unless this feature is turned off (which is best practice for security reasons) but worth reaching out to your partner manager for sure!
When you do get back in, add at least two separate 2SV methods!
Preferably an authenticator app and a physical securitykey. Not SMS or Prompt.
Aaaaaaaaand, do add a second superadmin account, activate 2SV for it too, using a separate security key and archive the credentials and the key in separate places. Test it once a year, so it still works. Other than that, it should never be used. It’s only a break-glass account.
I’m going through the same issue and it keeps telling me that it can’t verify the TXT Record. There should not be so many hoops to jump through in order to get help. I’m able to access everything except the google admin console, yet any help you need HAS to be done through a get help button hidden INSIDE the google admin console. This is beyond insanity at this point. I work for a non-profit and I’ve already spent three hours just trying to access the admin console so we can set up and use google workspace. I tried all of this a few weeks ago and had to give up because it was an endless battle. Now, our board is wanting an update on where we stand with this and I can’t give them an update because google refuses to let me in or help me.
What is your domain name, and where are you changing your DNS? Let’s double-check where the DNS is actually hosted. You can edit it out of the message after I have read it.
You can always get a real human support person if you reach out to @AskWorkspace on X/Twitter.
That is the official way to communicate with a human support agent, and not an automated system, when you can’t access the built-in support, or when your Workspace licence actually doesn’t include support!
I finally got a message about three hours after going through everything that they could verify it all. Once I submitted the form, I was met with an email telling me that I had to pass a knowledge test with a whole list of questions to prove that I owned the domain name. However, it came from an email that I couldn’t reply to and no link to anywhere they wanted me to answer the questions. This morning, I come in to work and find an email from someone at Google telling me that the email I requested to be emailed at wasn’t the owner of the account (we don’t use gmail, we use our organizations email) so I would have to tag that email in a reply and prove that I was the owner or go in to the admin console and add myself as an administrator. It’s a nightmare trying to deal with them. Their own AI chatbot gave me a phone number to sales because I was going to use that as a work around, and that number said they no longer take phone calls, I would have to contact them through the website. It’s exhausting. We had no issue ever getting into the admin console until we were approved for the non-profit workspace. As soon as we got approved for that, it was just a wall of inability to access it.
I just got another email from them. Now they are claiming they can’t verify the DNS ownership, even though they said they could yesterday. They NOW want a CNAME record done instead of a TXT record. I think it’s time to completely abandon Google Workspace. I’m so over all of the hoops they keep putting in place.
I have been locked out of my Google Workspace Super Admin account for six days. An intruder was able to get in and change my password and authenticator phone. I have been trying to recover the account but am locked in a loop of receiving a noreply_cloud_support@google.com email stating " We were unable to process the request ### for Google Workspace account _(domain)_________ as the submission has not been completed. I click the link, go through the recovery steps, including adding new TXT and CNAME records to my DNS, and I have still been getting this message 4 to 5 times daily since May 30. I have responded correctly to the Knowledge Test about five times, and sent copies of my latest Google Workspace payment record and a copy of my official domain registration. I even sent my printout of the chat I had with the Google Workspace Team while they were trying to help before I got locked out.
This is an extremely urgent issue because the intruder has access to my client’s financial records, tax returns, bank statements, and other sensitive information stored in OneDrive. Resolving this swiftly is vital to protect sensitive data and restore security. Please help me .
While it sounds unconventional, the @GoogleWorkspace team on X (formerly Twitter) has dedicated support agents monitoring direct messages and public tags.
Send them a brief, professional tweet or DM stating: “My Super Admin account was hijacked 6 days ago. Client financial data is exposed. Stuck in a noreply support email loop. Need a human supervisor to look at Case #[Insert Your Case ID]. Please help.”
This is an example of why it can be really valuable to work through an authorised Workspace partner if possible. They may have admin access to subscription and can also raise cases and escalate on your behalf.
sounds like what i am still dealing with,gemgemini diagnosed it as needing a teir 2 engineeer from cloud,however it is a workspace workflow issue,so it is CROSS PLARFORM. I was just upgrading paid for workspace and cloud,nothing but email works,i am on the free tier with a pro plan,they work super hard not to help,and it is in a gray area,so I threatnened them,filed against the ftc,and blast them on x @cramerconsult for your validation
im dealing with the same crap it is has been months,you need a teir 2 engineer,thats not in their workflow so you will get sent off and they are gleeful when thye can get rid of you,this appears to be a feature,not a bug
Unfortunately, after reaching the limits of my current Google Workspace subscription, I must upgrade to a higher plan to protect my data and privacy.
I found this very disappointing, since I am already spending more on my Workspace subscription than I did on my Microsoft subscription. So, at this point, I am considering canceling my Google Workspace. I plan to make my decision by the end of the day.
Thanks again for following up. But, after your tech team confirmed that you will not block unknown devices from accessing. I realize it may be time for me to consider other options or go back to my Microsoft Azure subscription.
Jennie (PII Removed by Staff)
(PII Removed by Staff)
I’m not a googler. This is mostly a user-to-user forum, not enterprise support. But as a Workspace user myself (business starter plan), I am curious how your journey goes for obvious reasons. To my mind, you need to switch to the Enterprise Essential plan. I don’t know about the US, but we have GDPR in Europe, which is quite rigid and restrictive, and in EU countries, it is considered a fundamental right.
Good luck with restoring your data. Hope you will get this sorted, and keep us posted.
I am going through this now, the previous form link does not work, I get a 404. How do you find the Google Admin Toolbox Assistant.. anything I try get a 404 page
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