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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 with setup and want to cancel, please follow these troubleshooting steps or contact us so we can help instead. Cancelling won’t allow you to start over to solve the problem. You won't be able to reinstate G Suite service on your domain through Squarespace. For signup issues, the best course of action is to open a ticket.

"Failed to register for G Suite - Email address contains invalid domain name"

If you see this message when attempting to sign up for G Suite, it's likely because you used the same domain twice in the signup form.

To resolve the issue, try signing up again. The address in the Current Email field should be the email address you currently use, not the new email you're creating. Enter the email address you'd like to register with G Suite under Username and Domain.

These two addresses can't match because you can't sign up for G Suite for a domain that already has email associated with it.


"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 registered for G Suite before through Google or another reseller. If this is the case, you can't sign up for G Suite using this domain.

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 that 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, there was an error in creating your G Suite account. To resolve this, wait a few minutes, 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 if 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 Username 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 G Suite panel.
  2. Follow the same process as before, entering a different, temporary username in the Username 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.

I signed up with the wrong username or email address

If you think you entered the wrong username when signing up (for example, if you suspect that you made a typo or spelling mistake, like and not, you can fix this on your own. Don’t cancel your entire G Suite account.

To fix your username:

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

“You need a Google Cloud account to login.”

Google will show this message if you tried to log into a G Suite Administrator account, but you’re logged into another email address, like your personal email. In the message, you’ll see a list of email addresses and/or the option to add another account.

To resolve the issue and log into your G Suite Admin console:

  1. If this is your first time logging in or if the address isn't in the list, click Add account, and then log in using your custom email address, not a address.
  2. If the email address you want is in this list, select it. (Ensure it's not a address.)
  3. For more ways to fix this issue and help on signing into your Google Admin console, visit Google's documentation.

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 panel asking you to retry domain verification.

Your domain can be blocked for a few reasons, including:

  1. Your homepage is hidden behind a password.
  2. Your site is hidden behind a password.
  3. Your homepage is disabled.
  4. Your third-party domain isn’t connected correctly.
  5. You didn’t select your primary domain when signing up for G Suite.

For steps to resolve this issue, visit Retrying domain verification for G Suite

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, this is likely because you’re using a third-party domain and your MX records aren’t set up correctly.

Ensure that you have MX records in your provider’s account pointing to G Suite. If you previously had email for your domain, ensure that all other MX records are removed.

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

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

To resolve this, follow the steps to reenable 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 best suited for those who don’t have email for their domain yet and is only available to new G Suite accounts. 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 you have G Suite through Google or another reseller, it isn’t possible to link this to your Squarespace site. You’ll continue paying for and accessing your account through Google directly.

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 your G Suite account is linked to a Squarespace Domain, the account will move automatically with your domain.
  • If your G Suite account is linked to a third-party domain, we can manually move the account for you.

For help with both options, visit Moving a domain between sites.

Getting more help with G Suite

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

  • Signing up
  • Billing and invoices
  • User management
  • Other questions about the Email panel
  • General questions before signing up

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