Troubleshooting Google Workspace

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:

• 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 20 days. During that time, you won't be able to give the username to another user.

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.

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.

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:

• User Name - Create the first part of the admin email address that will come before the @, like info, contact, 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 (.)

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:

1. In the Home menu, click Settings, and then click Google Workspace.
2. Click a user.
3. Check the Administrator option to give this user full administrative access on the Google Workspace account.
4. Click Save.

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.

To fix the issue: Reactivate your suspended account, then delete your user.

Failed to update user

This means: The user you’re adding or renaming already exists. For example, if your 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 fix the issue: Log into Google Workspace and follow Google's documentation to free the username from the Google Workspace Admin Console.

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.

To fix the issue: Find your temporary password and log into your account to accept the 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:

• 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.
• You signed up for Google Workspace in the past and your account was suspended.
• Another Google Workspace account uses your domain as the alias.

To fix the issue:

1. Fill out this form to let Google know you're trying to sign up using a domain that already has a Google Workspace account associated with it. After you submit the form, Google will contact you with instructions and a CNAME record to verify you're the current owner of the account.
2. Add the CNAME record to your domain. For Squarespace domains, log in to add the CNAME record. If you have a third-party domain host, log into your host account. After adding the CNAME record, wait 24 to 72 hours for the changes to process.
3. Reply to Google's support team to confirm you added the CNAME record. They'll delete the previous account and let you know when it's deleted.
4. Try signing up for Google Workspace.

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:

• If you bought your domain from Squarespace, ensure you added the default DNS records.
• If you have a third-party domain, ensure your domain is fully connected to your site.
• Check if your site is linked to Squarespace 5 billing. You must be connected to Squarespace 7 billing to register.

If none of the above applies to you, this could be related to a technical issue. Try signing up again. If this error persists, contact us.

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.

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:

• If this is your first time logging into your Google Workspace account, find your confirmation email and follow the steps to log in.
• If the Google Workspace address you want isn't in the list, click Add account, and then log in using your custom email address, not an @gmail.com address.
• If the Google Workspace address you want is in this list, select it. (Ensure it's not an @gmail.com address.)
• For more ways to fix this issue and help logging into your Google Admin console, visit Google's documentation.

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.

verifications@reseller.squa
respaceapps.com appears as an owner on my domain

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:

1. Ensure you’re logging into the Admin console: admin.google.com
2. Ensure you’re not logged into another Google account.
3. In the Admin Console, click Start Setup or try verifying your domain.

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.