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Troubleshooting G Suite

This guide includes troubleshooting tips and helpful links for G Suite by Google. 

Note: If you’re having trouble, please follow this guide or contact us instead of cancelling your G Suite account. Cancelling doesn’t allow you to start over, and it prevents you from reactivating G Suite service through Squarespace. For signup issues not covered here, open a ticket.

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

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

If you're using G Suite with a third-party domain, ensure that you have MX records in your domain provider’s account pointing to G Suite. 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 G Suite MX records.

I signed up with the wrong username or email address

If you entered the wrong username when signing up (for example, if you made a typo or spelling mistake, like racheal@squarespace.com instead of rachel@squarespace.com), you can fix this on your own by renaming the user. Don’t cancel your entire G Suite account. 

To fix your username:

  1. Rename the user in the Email & G Suite panel.
  2. After renaming the user, the previous username becomes an alias. 

To learn more about aliases, see Google’s documentation.

"Current Email may not be on your G Suite domain"

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

To resolve the issue, try signing up again. Note the different signup fields:

  • 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 existing email address you currently use (most likely 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.

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"Failed to register for G Suite - A G Suite account already exists on this domain"

This message appears if there's already a G Suite account associated with the domain you selected. Most likely, someone in your organization already registered for G Suite through Google or another reseller. If this is the case, you can't sign up for G Suite through Squarespace using this domain. For more troubleshooting help, including steps for removing the domain from the existing account, see Google's documentation

If you can't identify the existing account, contact us.

"Failed to Register G Suite: Domain not properly configured"

This message appears if there's an issue with your custom domain. There are a couple reasons why this might happen:

  • If you're using a third-party domain, ensure you've connected it to your site properly.
  • If you recently registered a Squarespace Domain, it may still need time to connect. Most domains resolve within an hour, but they can sometimes take up to 72 hours to fully process.

“G Suite Registration Failure” email

If you received this email, an error occurred during the creation of your G Suite account. To resolve this, wait a few minutes, refresh the page, then sign up for G Suite again using the same information you entered previously.

If you get this email again after re-trying, contact us.

“G Suite Registration Failure - Username in Use” email

If you received this email, it means that the username you attempted to create is already associated with another Google service (such as YouTube, Blogger, or Picasa Web Albums).

If you purchased the G Suite account, your payment is refunded. 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 for G Suite again:

Option 1 - Use a new username

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

Option 2 - Use the original username

To sign up for G Suite with your original desired username, set up G Suite with a different username first. 

  1. Log into your site and open the Email & G Suite panel in Settings.
  2. Follow the same process as before, entering a different, temporary username in the User Name field. We recommend selecting a username you're unlikely to use for a second inbox.
  3. Click Purchase to create your G Suite account.
  4. You'll receive an email with login credentials for your G Suite user. Log in using the temporary credentials and follow the flow to accept Google's Terms of Service.
  5. Visit your G Suite 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.

“The administrator email address is not valid”

If you see this message when adding a new user to your G Suite account, you've 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 resolve this, review Google's name and password guidelines, and enter new user information.

"Usernames can only contain letters (a-z), numbers (0-9), dashes ( - ), underscores (_), apostrophes ('), and periods (.)"

When creating a new G Suite account, or adding a new user to an existing account, the username needs to meet Google's name and password guidelines. If you enter an invalid username, you'll see this error message below the Username field. 

To fix this, enter a new username with only valid characters. For the full list of username rules, see Google's guidelines.

“You need a Google Cloud account to login”

Google will show this message if you tried to log into a G Suite Administrator inbox, but you're logged into another email address, like your personal email. To resolve the issue and log into your G Suite inbox, visit Logging into G Suite.

Google can't verify my domain

When you first log into G Suite, you may see a request to verify your domain ownership, which indicates that your domain is temporarily blocked.

If this happens, you'll also see a message in the Email & G Suite panel asking you to retry domain verification. For steps to resolve this issue, visit Retrying domain verification for G Suite.

“G Suite Terms of Service” warning text

You’ll see this warning in your Email & G Suite panel if you signed up for a G Suite account on an annual plan through Squarespace but haven’t logged into G Suite and accepted their Terms of Service. If you don’t accept their Terms of Service within your initial year of service, the G Suite account will be automatically transferred from Squarespace to Google at the end of your first billing cycle.

Log into G Suite through your G Suite Admin Console and accept their Terms of Service to prevent this.

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I can't enable Auto-renew

If you sign up for an annual plan but don’t log in and accept G Suite’s Terms of Service, the Auto-renew option appears faded in your G Suite Billing panel and you won’t be able to enable it. When you accept G Suite’s Terms of Service, Auto-renew will be automatically enabled and you can disable it manually if necessary.

If you don’t accept G Suite’s Terms of Service within your initial year of service, your G Suite account will be transferred from Squarespace to Google at the end of your first billing cycle.

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My G Suite account was transferred to Google after a year

If you sign up for an annual plan but don’t log in and accept G Suite’s Terms of Service, your G Suite account will be automatically transferred from Squarespace to Google at the end of your first billing cycle. Accept G Suite’s Terms of Service within your initial year of service to prevent this.

If your G Suite account has already transferred to Google, there’s not a way to reinstate it through Squarespace, but you can complete setup and establish billing with Google directly to continue using the account.

"We are unable to retrieve your G Suite account because API access is disabled."

You'll see this message in the Email & G Suite panel if you've unchecked either Enable API access or Reseller Access in your G Suite Admin console. Unchecking these prevents you from viewing or editing G Suite users in your Squarespace site.

To resolve this, follow the steps to re-enable these from your G Suite Admin console. Always keep these enabled for uninterrupted service.

I received credit card billing failure emails

If you receive emails from us noting that we’re unable to authorize payment for G Suite, 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 G Suite subscription will no longer be past due.

If we still can’t authorize the card after 14 days, your G Suite 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.

I want to migrate my existing email account to G Suite

The G Suite integration is only available for new G Suite accounts and best suited for those who don’t have email for their domain yet. However, if you already have an email account through a third-party provider, you can migrate to G Suite through Squarespace, but note that this requires some extra coordination with your email host.

If your domain uses or has used G Suite through Google or another reseller, it isn’t possible to use this G Suite account with your Squarespace site. You’ll continue paying for and accessing your account through Google directly.

I want to change the domain name associated with my G Suite account

You can change your G Suite domain through your Admin Console, without changing anything in Squarespace. This involves adding a new domain to your G Suite account and setting it as the primary G Suite domain.

For help, follow the steps in Google's guide

I want to move the domain associated with my G Suite account to a new Squarespace site

You can move your G Suite account to your new site along with your domain, as long as the new site doesn't already have an active G Suite account. The process differs slightly depending on who manages your domain: 

  • If you use a Squarespace domain with your G Suite account, the account will move automatically with your domain.
  • If you use a third-party domain with your G Suite account, we can manually move the account for you. Contact us before making any changes to your domain or G Suite account.

Getting more help with G Suite

Squarespace Customer Care can help you with these G Suite questions:

  • Anything in the Email & G Suite panel in Squarespace
  • Eligibility and general questions before signing up
  • Billing and invoices
  • User management

For anything else in G Suite, including issues with email and Google Drive, please contact Google or visit their documentation.

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Troubleshooting G Suite