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Troubleshooting Google Workspace

This guide includes troubleshooting tips and helpful links for Google Workspace (previously G Suite). 

Note: If you’re having trouble, follow this guide or contact us for help instead of cancelling your Google Workspace account. Cancelling doesn’t allow you to start over, and it prevents you from reactivating Google Workspace through Squarespace.

I can’t send or receive email in my new account

If you can sign into Google Workspace but can’t send or receive emails, it's likely your MX records aren’t set up correctly.

If you're using Google Workspace with a third-party domain, ensure that you have MX records pointing to Google Workspace in your domain provider’s account. If you previously had email for your domain through a different provider, ensure you’ve removed those old MX records. 

For more help, visit Adding Google Workspace MX records.

I received credit card billing failure emails

If you receive emails from us noting that we’re unable to authorize payment for Google Workspace, update your billing information with a valid credit card to resolve the issue.

We recommend resolving this within 14 days of receiving this email to avoid an interruption of service.

  1. Follow the steps in Updating your billing credit card.
  2. We’ll process your new card as soon as it’s entered, and your Google Workspace subscription will no longer be past due.

If we still can’t authorize the card after 14 days, your Google Workspace account will be suspended and you won't have access to your account. You'll have 40 days to reactivate the account before it's cancelled completely.

Google can't verify my domain

When you first log into Google Workspace, you may see a request to verify your domain ownership, which means that your domain is temporarily blocked.

If this happens, you'll also see a message in the Google Workspace panel asking you to retry domain verification. For steps to fix this issue, visit Retrying domain verification for Google Workspace.

Warning: Google Workspace Terms of Service

You’ll see this warning in the Google Workspace panel if you signed up for a Google Workspace account on an annual plan through Squarespace but haven’t logged into Google Workspace and accepted their Terms of Service. Visit Logging into Google Workspace to learn more.

Common Google Workspace error messages

This domain is already connected to a Google Workspace account

This message appears if there's already a Google Workspace account associated with your domain. It's possible someone in your organization already registered for Google Workspace through Google or another reseller. If this is the case, you can't sign up for Google Workspace through Squarespace using this domain. To fix the issue, follow these steps:

  1. Visit Google's documentation and follow the steps to remove your domain from the existing account.
  2. If you want to use the same domain and can't identify the existing account, contact us.

Alternatively, if you have a second domain connected to your site, you can set it as your primary domain and try signing up again. This creates a Google Workspace account attached to the second domain.

admin.google.com is for Google Workspace accounts only

Google shows this message if you try to log into a Google Workspace Administrator inbox, but you're logged into another email address, like your personal email. To resolve the issue and log into your Google Workspace inbox, visit Logging into Google Workspace.

A username already exists with this email

You may see this error message, or "Failed to update user." One of these error messages appears if the user you're adding or renaming already exists. These errors display if the username is:

  • An alias of another inbox.
  • The username of a group.
  • A recently deleted user. After deletion, usernames remain in Google Workspace's system marked as recently deleted for twenty days. During that time, you won't be able to give the username to another user.

To resolve the issue, log into Google Workspace and follow Google's documentation to free the username from the Google Workspace Admin Console.

Current Email may not be on your Google Workspace domain

If you see this message under the Current Email field when you try to sign up , you likely entered the same domain twice in the signup form.

To fix the issue, try signing up again. Follow these tips:

  • User Name - Create the first part of the admin email address that will come before the @, like infocontact, or your name.
  • Select a Domain - Select the custom domain for your new email address. This will appear after the @.
  • name@example.com - Enter an email address you already use (like your personal email address), not the new email address you're creating. We'll send confirmation and instructions for setting up your account to this email address.

Emails must be formatted as username@example.com and can only contain letters (a-z), numbers (0-9), hyphens (-), underscores (_), apostrophes ('), and periods (.)

If you see this message below the Username field when signing up or creating a new user, choose a different username that meets Google Workspace's requirements.

For the full list of username rules, see Google's guidelines.

Invalid domain name

If the domain you choose for Google Workspace includes special characters (such as ü, é, ñ), you'll see this error message below the Select a Domain field. To fix this, choose a domain that only uses valid characters.

The administrator email address is not valid

If you see this message when adding a new user to your Google Workspace account, you entered a name or password that doesn't meet Google's guidelines. You'll see this message even if the new user isn't an Administrator.

To fix this, review Google's name and password guidelines, and enter new user information.

We couldn't register Google Workspace because of an error. We didn't charge you. Try registering again. If the problem persists, contact us

If you see this message, check for the following issues:

Email: Google Workspace Registration Failure

If you received this email, there was an issue on our end when creating your Google Workspace account. Try waiting a few minutes, then sign up again:

  1. In the Home Menu click Settings, then click Google Workspace
  2. Click Dismiss near the failure message.
  3. Sign up for Google Workspace again and follow the steps stated in the failure message.
  4. If you get this email again, contact us.

Email: Google Workspace Registration Failure - Username in Use

If you received this email, the username you tried to create is already associated with a different Google service, such as YouTube or Blogger. You'll see a similar message in the Google Workspace panel.

If you purchased the Google Workspace account, we refunded your payment. If you signed up as part of a promotion, you can still use the promotion when you sign up again.

There are two ways to sign up again:

Option 1 - Use a new username

To sign up with a different username, log into your site and follow the same setup process, entering a different username in the User Name field.

Option 2 - Use the original username

To sign up for Google Workspace with your original desired username, set up Google Workspace with a different username first. 

  1. Log into your site and open the Google Workspace panel in Settings.
  2. Follow the same process as before, entering a different, temporary username in the User Name field. We recommend choosing a username you're unlikely to use for a second inbox.
  3. Click Purchase to create your Google Workspace account.
  4. You'll receive an email with login credentials for your Google Workspace user. Log in using the temporary credentials and follow the flow to accept Google's Terms of Service.
  5. Visit your Google Workspace Admin Console and click Start Setup to verify your domain. You can't change your username until you've completed this step.
  6. Rename your user to your desired username.
  7. Resolve the conflicting Google account.
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