I am providing support to a small organisation that had G Suite set up for them a few years ago by a company that has now folded.
They have given me the account name for the G Suite domain admin, but none of the passwords they have provided is correct.
According to the documentation, the next step to recover the account seems to be to have a password reset link sent to whichever of their staff's email addresses or phone numbers was set up as the fall back. (If that fails, the next step will be to recover the domain by changing their DNS entries.)
However, I cannot work out how to trigger the password reset link. It doesn't appear for this account, when it does for other domain admin accounts.
- I visit http://accounts.google.com
- I enter the domain admin email address, and select Next.
- I know the email address is right, because if I put in another one at the same domain, I get an error about it not being recognized.
- Faced with a password box, I select "Forgot password?"
- It prompts for "the last password you remember". I try one of the various options that have been provided to me. (Or I select "Try a different question", and get the same result.)
- With other domain admin accounts, at this point I get presented with an option to send a reset to a back up email or phone number, but for this account I get presented with a page saying "Couldn't sign you in" and "Contact your domain admin for help".
How can I trigger the domain admin password reset link to be sent out to associated address? What is different about this account which is preventing the option from appearing.
(Failing that, how can I initiate the domain recovery process, where they challenge me to change the settings on the name-server to prove I control the domain?)
[Updated to show that I am following the right process, but that it doesn't work for this email address.]