Steps to resolve common Google Workspace connection errors.
This guide includes common error messages and troubleshooting steps when signing up for or managing your Google Workspace (previously G Suite) custom email account.
To learn more about Google Workspace and custom email addresses, visit Using Google Workspace with Squarespace. If you haven’t created a Google Workspace account yet, visit Signing up for Google Workspace.
Note: If you’re having trouble, follow this guide or contact us for help instead of canceling your Google Workspace account. Canceling 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 account
If you can sign into Google Workspace but can’t send or receive emails, it's possible your:
- Mail Exchange (MX) records aren’t set up correctly in your Squarespace domain or a domain you bought from a third-party domain host
- Old MX records weren't deleted before the new MX records were added to your DNS settings
- Domain subscription isn’t active
- Google Workspace subscription is suspended
The steps to fix these issues depend on if you bought your domain from Squarespace or from a third-party domain host.
- Ensure you know who your domain host is. If you aren’t sure, visit Who’s my domain provider?
- Sign into your domain host’s account to confirm your domain subscription is active.
- Add Google’s MX records to your domain’s DNS settings. For host-specific instructions, visit Google’s documentation. Remove any non-Google MX records, as having other MX records will prevent you from sending and receiving emails.
Tip: If you added new MX records, you may need to wait 24-72 hours to begin sending and receiving emails. Send an email from your Google Workspace email account to test if it’s working.
I didn’t receive my free year of Google Workspace
If you’re eligible for a free year of Google Workspace for one user, but didn’t receive the offer, we may be able to apply the offer retroactively. For help with this:
- Review our eligibility terms to find if you meet our requirements.
- Ensure you followed the steps to claim your offer.
- If you believe you meet the eligibility, contact us.
I can’t move my Google Workspace account to a different Squarespace site
Every Google Workspace account is connected to a domain. How you move a Google Workspace account to a different Squarespace site depends on if you bought your domain from Squarespace or a third-party domain host.
- Squarespace domains - Move your Squarespace domain to another site. Your Google Workspace account moves with your domain.
- Third-party domains - Contact us so we can move your Google Workspace account to the correct site.
I received a warning email
We’ll send an email to your Squarespace account email address if there's an issue related to your Google Workspace account. You can follow the steps in the email to fix the issue. If error messages appear while setting up or managing your Google Workspace account, review our list of error messages in Squarespace or error messages in Google Workspace.
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 fix the issue.
If we 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 canceled completely and gets transferred to Google.
Other emails you may receive have the following subject lines:
- We couldn’t connect Google Workspace to your domain - Follow the steps below for the "This domain is already connected to a Google Workspace account" error message.
- Google Workspace Registration Failure - Username in Use - Follow the steps below for the “A user already exists with this email” error message.
Error messages in Squarespace
You'll manage your Google Workspace account from the Google Workspace panel in your Squarespace site. To get there, in the Home menu, click Settings, then click Google Workspace. Below are common error messages that may appear. Skim the Error message column below, or use ⌘+F on your keyboard to search for the text of the error message.
A user already exists with this email. For more information, check your email.
This means: The user you’re trying to sign up with already exists. For example, if your username is:
To fix the issue: Follow one of the options below:
Option 1 - Use a different 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 the existing Google Workspace with a different username first.
Current email may not be on your Google Workspace domain.
This means: When this message appears under the Personal Email field during registration, you likely entered the same domain twice in the signup form.
To fix the issue: Try signing up again. Follow these tips:
Emails must be formatted as email@example.com and can only contain letters (a-z), numbers (0-9), hyphens (-), underscores (_), apostrophes ('), and periods (.)
This means: The email username you entered doesn’t meet Google’s guidelines.
To fix the issue: Enter a different username that follows Google’s requirements.
Failed to Cancel Google Workspace
What this means: This message appears in your Billing panel if you're trying to cancel Google Workspace but don't have any Administrators in your Google Workspace account. To resolve this, set one or more of your Google Workspace users as an Administrator:
You should now be able to cancel your Google Workspace account from the Billing panel.
Keep in mind, Google Workspace user levels are separate from Squarespace permission levels. A Squarespace user with Owner or Administrator permissions won't automatically have Google Workspace Administrator access.
Failed to remove user
This means: You tried to delete a user while your Google Workspace billing plan is suspended.
Failed to update user
This means: The user you’re adding or renaming already exists. For example, if your username is:
Google couldn’t verify your domain
This means: Your domain isn’t verified for Google Workspace. Domain verification is a security measure to ensure no one else uses your domain with Google Workspace.
To fix the issue: Log in to your Google Workspace Admin console to verify your domain. If that doesn’t work, visit Troubleshooting Google Workspace domain verification.
Google Workspace Terms of Service
You have not yet accepted Google’s Terms of Service for using Google Workspace
This means: Your Google Workspace signup process isn’t complete. You must accept Google’s terms of service.
Invalid domain name
This means: The domain you choose to use for your Google Workspace account includes special characters, like ü, é, or ñ.
To fix the issue: Choose a domain that uses valid characters according to Google’s guidelines.
Something went wrong
You’re using custom nameservers
This means: Old nameserver records weren’t deleted before signing up for Google Workspace.
To fix this: Ensure that you're using Squarespace’s default nameservers. Follow our steps in Troubleshooting domain connections to delete old records and add Squarespace's default nameservers correctly.
This domain is already connected to a Google Workspace account.
This means one of the following:
To fix the issue:
We couldn’t register Google Workspace because of an error. We didn’t charge you. Try registering again. If the problem persists, contact us.
This means: There’s an issue with your domain, your site is connected to a Squarespace 5 billing plan, or a technical issue caused your registration to fail.
To fix the issue:
We were unable to process your Google Workspace sign-up. Please try signing up again with a valid postal code.
This means: There was an issue with your postal code during account registration.
To fix the issue: Confirm you entered the correct postal code. Don’t leave the field blank if your country requires postal codes.
If this error persists, contact us.
Your account is suspended. Your account has been suspended due to a payment method failure.
This means: Your Google Workspace account was suspended because we weren’t able to charge the card you have on file for your site.
To fix the issue: Reactivate your suspended account.
Error messages in Google Workspace
admin.google.com is for Google Workspace accounts only
This means: You tried to log into a Google Workspace Administrator inbox, but you're logged into another email address, like your personal Gmail account. Regular Gmail accounts cannot be used to log into admin.google.com.
To fix the issue: Follow the instructions that match your situation to fix this error and log into your Google Admin console:
No license available for new user. You have reached the user limit for your organization.
This means: Instead of adding more users from the Google Workspace panel, you tried to add new users in the Google Workspace Admin Console without having any open seats.
To fix the issue: Add more users in the Google Workspace panel of your Squarespace site. When you add a new user from the Google Workspace panel, it automatically creates a license to this account for this user.
To learn more about how licensing works with Google Workspace, review Google’s documentation.
This means: If you're using Google Search Console or Google Analytics on your site and sign up for Google Workspace with the same domain, this email address may appear as one of the owners of your domain.
To fix the issue: There isn't an option to remove or unverify that email, but this won't affect your Google Workspace, Analytics, or Search Console accounts.
We are sorry, but you do not have access to Gmail
This means: You tried logging in before verifying your domain.
To fix the issue:
We are sorry, but your Google Workspace subscription has been suspended by your reseller
This means: Your Google Workspace subscription is no longer active.
To fix the issue: Log into your Squarespace site and reactivate your suspended account.