No pin or phone support option in the Admin Console Suddenly as well as wrong inaccurate information

[zurik]

I am the admin and I have no phone or pin generated option in my admin console suddenly. I have several questions about billing for my organization as well as planning due to the very poor service received within the last month here at google. In addition, cases that have been unresolved with issues continuing should allow for a google workspace pin generated or phone option as this is a paid service.This is my admin console for my paid workspace and as the admin I would like to use the option for any issue that arises or for billing questions. We are going into the weekend so follow up is required. I had it prior and now it is gone so why? The google reps are only available on chat and have no clue on any of the issues and the chat feature is extremely time consuming and is not what I signed up for to have with my paid space here at google. They continue to send me google support articles that are irrelevant because you would need the options that have now disappeared to do the steps.

 I remain concerned because I want the features after concerning issues in my email where I was receiving 2 read receipts for one email recipient. The original case owner stated the issue was unprecedented then dropped the ball and had the case transferred over and over without my knowledge or what to do. Finally a google specialist was involved and saw the issue with the screenshots on live calls and live screenshare. What was odd is she then sent the wrong info to the google engineers adding extra steps that took place to receive the 2 read receipts and it made no sense. She never answered back on why she did that and there was no supervisor call back as promised and should be during this bizarre time. I awaited over 5 days for a supervisor to call me back on wrong inaccurate information submitted to the google engineers by a google specialist but during this week my admin console is configured to not have a pin or phone support option as the 2 read receipt issue continued. finally yeasterday I was told by someone who said he was in a google supervisory role yesterday after this long wait that I would just have to take his "word" that extremely inaccurate information that was submitted to the google engineers by a google specialist that wasn't even close to the behavior that I was experiencing on an issue with 2 read receipts for one email recipient was just a visible error. When I asked him for proof the google supervisor person said he would not be able to produce or show me but that I would have to trust what he says.  

[Jan-Carlos]

Hello Zurik!

When you're talking about phone or ping generated in your account, you're talking about 2-Factor authentication?

You can see if this configuration is disabled on admin console > Security > 2fa.

About the 2 recipients when send to one person.

Where did you find that? E-mail log search?

It's inside or outside your org?

If you send us more information, maybe we can help.

[StephenHind]

@Jan-Carlos no @zurik is referring to the Support Pin you get from the Google Workspace admin panel so you can call Google Cloud Support.

[Jan-Carlos]

Thank you @StephenHind  for the clarification.

[zurik]

Yes it is the Support Pin you get from the Google Workspace admin panel so
you can call Google Cloud Support. Can you help?

--
*CLAP*Community Lead Advocacy Program* Sacramento*
*Email: clap@clapsac.com *
*Website: clapsac.com *

[StephenHind]

@zurik just to make sure, have you tried to follow these instructions and you cannot?

• Find your Google Workspace phone support PIN

If you cannot follow those steps let me know which step you get stuck at.

[zurik]

Thanks but I have re-iterated that I followed all of those steps and it is
no longer in the console for my admin tools. If you don't have the ability
or skills to help, just say so and not ask the same questions I have
already provided answers to.

--
*CLAP*Community Lead Advocacy Program* Sacramento*
*Email: clap@clapsac.com *
*Website: clapsac.com *

[icrew]

@zurik Please keep in mind that this is a community site. We're all just fellow Google Workspace admins like you, and volunteering our time to help the community. @StephenHind does that more than most. You might consider being a bit more polite.

[StephenHind]

@zurik well thanks for your response but you failed to answer the key question:

If you cannot follow those steps let me know which step you get stuck at?

Could you get into the admin panel?  Once in the admin panel can you see the help icon?  What happens when you click it?

Other questions you may be able to answer: have you checked your account is still a super admin account?  Have you recently started working with a Google Partner or Workspace Reseller.

You've mentioned a lot about read receipts (which the recipient can choose to send or not and in some email systems they're not even supported, so that's no use to you) and you have conveyed your skepticism about whether the reply you got was from a manager or not. None of this is going to help us help you.

I ask again, therefore, please mention at which step you get stuck and we may be able to help.  If you don't want to help us help you then that's fine we can leave you to it, but do yourself a favour give us the information we need to help you.

Finally if you're looking for why you may want to listen to my responses I've been a Google Workspace admin for the past 15 years (i.e. since it launched), a Google Certified Google Apps Deployment Specialist etc. I currently work for a Google Cloud Partner and Google Workspace Reseller as the Technical Director and administer Google Workspace on a daily basis for ourselves and our clients. What I am not, however, is a mind reader, so if I ask a question it's because I simply don't know the answer: if you haven't or won't provide the answer the  it will be very difficult to help you if that's some information I need to help you.

[zurik]

Good Morning,

I thank you for the follow up and would appreciate the help since no one at
google on a rep, specialist, or manager can provide any basic update on why
I have no pin or phone support option any longer in my admin console for my
google workspace. It was a feature I could utilize as of last week but has
disappeared with google providing dishonest answers that it was a global
workspace issue, then when that turned out to be dishonest they told me
that the pin/phone features were gone only for the 2 read receipts case
which is not true as well.
I am the super administrator of my google workspace, the founder and only
person authorized or permitted to have access to all of the google
workspace email, drive, and docs, etc. I do not have a google re-seller or
have started with a google partner. I have full access to the admin console
and I have tried other browsers for a workaround but makes no difference.
When a tech issue or billing question arises I go to the help section of
the admin console and it allows me to ask support questions but there is no
longer the phone support option or pin generated option that used to exist.
This follows the 2 read receipts for one email recipient and the google
specialist sending inaccurate information of what I was experiencing to the
google engineers but I was told to just "trust" that even without clear
correction needed to be submitted that it was just a "visible glitch". In
addition, when no phone support or pin to speak to google workspace, I was
told by google chat that I closed a case which never happened and would
make no sense when I was not just awaiting follow up but also requesting
assistance with the case. .
These are the reasons for the concern not "skepticism". I hope this helps
with getting the issues resolved or steps to assist.

Zuri
--
*CLAP*Community Lead Advocacy Program* Sacramento*
*Email: clap@clapsac.com *
*Website: clapsac.com *

[StephenHind]

@zurik 

I thank you for the follow up and would appreciate the help since no one at google on a rep, specialist, or manager can provide any basic update on why I have no pin or phone support option any longer in my admin console for my google workspace.

Have you looked at your support case in the Google Custom Care Portal? What does it say there about the status of your case? You can make updates to the case there or submit a new case.

It was a feature I could utilize as of last week but has disappeared ...

I can't comment on what Google has said to you, obviously, as I do not work for Google, neither can I see your case, but here is something you could try:

1. Make a new new account to test with
2. Give the new account super admin privileges
3. Sign in with that new account and see if you can get the support pin and telephone number

Let us know how you get on.

I am the super administrator of my google workspace, the founder and only
person authorized or permitted to have access to all of the google
workspace email, drive, and docs, etc. I do not have a google re-seller or
have started with a google partner.

Thanks for letting me know: that's one thing  to cross off the list.

I have full access to the admin console and I have tried other browsers for a workaround but makes no difference.

Good stuff: that's always worth a try. Clearing your cookies and cache may help too (if you haven't tried access in an incognito window)

When a tech issue or billing question arises I go to the help section of
the admin console and it allows me to ask support questions but there is no
longer the phone support option or pin generated option that used to exist.

Just out of curiosity have your licences recently changed from G Suite to Google Workspace? I know that this licence change brings changes to the support levels too (Google Workspace Business Starter no longer offers 24/7 support for all levels, only P1).

Just out of interest what licences do you currently pay for?

This follows the 2 read receipts for one email recipient and ...

I have no idea what this refers to, sorry, so I won't comment.

In addition, when no phone support or pin to speak to google workspace, I was
told by google chat

Where are you accessing this Google Chat?  Google Cloud Support does not offer support via chat, only phone, email / Google Custom Care Portal. The only place I know of for support by chat is the consumer support, e.g. Google One, Google Store, Google Play etc.

that I closed a case which never happened and would
make no sense when I was not just awaiting follow up but also requesting
assistance with the case.

Again this does not sound like Google Cloud Support but consumer support: I can be completely wrong however as I have no idea what you refer to.

These are the reasons for the concern not "skepticism". I hope this helps
with getting the issues resolved or steps to assist.

As @icrew mentioned (thanks for the support Ian) this is a user-to-user community so you're unlikely to get any support from Google here, so don't expect any kind of professional Google-provided support, but you can expect support from those who may have been in your position before.

Do let me know how you got on looking at the Google Custom Care Portal and if the second admin account helped, I'm very interested to hear how you get on.

[theasset · Accepted solution]

I'm not sure if this is applicable information here, but I am also no longer seeing the ability to generate a PIN from the admin console.

The reason why I question why this applies to this situation is because I am a Workspace Reseller - however, I've always been able to generate a PIN on my clients' behalf so I can troubleshoot issues over the phone, log tickets, etc.

Since some time in December, I no longer have the ability to generate this PIN much like Zurik is sharing - I am able to use the Customer Care Portal, but this doesn't give me the immediate access to support as I had previously.. and since I cannot contact Google "immediately", many onsite calls are now stymied by having to log a ticket, leave, wait for the ticket to be addressed, and rebook a second onsite which is quite annoying and costly in both time and money.

I wonder if Zurik is in a similar boat, and/or my issue is adjacent - I suspect that Google has removed the PIN from many types of accounts in order to reduce their incoming phone calls for minor issues.. The trouble is that admins and resellers like me with complex questions are also left out in the dark

[zurik]

I do not have a re-seller and what's odd after many weeks of asking for assistance on this and other bizarre admin priveleges missing in my paid workspace, the google operations sent me the terms and guidelines of what is included in the workspaces for all levels of paid customers not just some. If someone has a re-seller account it can be different but I don't. It doesn't matter what level of paid workspace the super admin should have the pin support which states word for word:Google Workspace Technical Support Services Guidelines:
The following technical support services guidelines ("Guidelines") apply to support services for Google Workspace Services ("Services")
2.2 Customer PIN. Customer is required to provide a current Customer PIN when making a Request. Customer will obtain such Customer PIN in the Admin Console in order to access and receive support for the Services from Google. If Customer is unable to provide the current Customer PIN when prompted, Customer will only be able to access the Google Help Center and post a question to its online help forum, until such time as the Customer PIN is restored. The Customer PIN may be updated periodically and is only available in the Admin Console.

This is what is available for my workspace according to the Google Workspace Technical Support Services Guidelines someone who says they are in google operations provided. Why I say someone "who says" they are at google operations because there has just been extremely disturbing interactions that make no sense which has not been the customer service we have had when we first purchased our services for the workspace. Yet since November, I have had google admit they have carelessly sent my personal confidential info to another customer but not once told me who, what was sent, or why in the world would they do that. They have blatantly ignored my data and records request which google can't do when this is not just something that i would need due to the poor bad service and privacy violation but it is actually my right as a consumer in CA yet they have dismissed and not assisted. They also have had google send wrong info to the engineers and not correct it on a pertinent email issue where I was receiving 2 read receipts for one email. They still to this day have not followed up since November on the issue or even submitting the correct information as the email, admin priveleges issues continue to worsen and cause great concern. Some of the community we serve have said they have not received resource emails and I can't follow up with everyone in person to find out who has or who hasn't. In addition, there have been drive, files, tools missing when sending out emails then they return which makes no viable sense and no one at google follows up. 
Finally, after weeks upon weeks of requests a google rep going into this 3 day weekend  told me to do a HAR file but due to the deplorable situation with the wrong inaccurate info sent to the engineers since November and not resolved, I asked if there could be someone on google meet or help due to the distress of these on going issues and absolute poor to non existent follow up. I have not heard back from anyone. These are major services I pay for monthly but not fully rendered as a consumer. 

[zurik]

Good Morning,

I do not have a re-seller and what's odd after many weeks of asking for
assistance on this and other bizarre admin priveleges missing in my paid
workspace, the google operations sent me the terms and guidelines of what
is included in the workspaces for all levels of paid customers not just
some. If someone has a re-seller account it can be different but I don't.
It doesn't matter what level of paid workspace the super admin should have
the pin support which states word for word:Google Workspace Technical
Support Services Guidelines:
The following technical support services guidelines ("Guidelines") apply to
support services for Google Workspace Services ("Services")
2.2 Customer PIN. Customer is required to provide a current Customer PIN
when making a Request. Customer will obtain such Customer PIN in the Admin
Console in order to access and receive support for the Services from
Google. If Customer is unable to provide the current Customer PIN when
prompted, Customer will only be able to access the Google Help Center and
post a question to its online help forum, until such time as the Customer
PIN is restored. The Customer PIN may be updated periodically and is only
available in the Admin Console.

This is what is available for my workspace according to the Google
Workspace Technical Support Services Guidelines someone who says they are
in google operations provided. Why I say someone "who says" they are at
google operations because there has just been extremely disturbing
interactions that make no sense which has not been the customer service we
have had when we first purchased our services for the workspace. Yet since
November, I have had google admit they have carelessly sent my personal
confidential info to another customer but not once told me who, what was
sent, or why in the world would they do that. They have blatantly ignored
my data and records request which google can't do when this is not just
something that i would need due to the poor bad service and privacy
violation but it is actually my right as a consumer in CA yet they have
dismissed and not assisted. They also have had google send wrong info to
the engineers and not correct it on a pertinent email issue where I was
receiving 2 read receipts for one email. They still to this day have not
followed up since November on the issue or even submitting the correct
information as the email, admin priveleges issues continue to worsen and
cause great concern. Some of the community we serve have said they have not
received resource emails and I can't follow up with everyone in person to
find out who has or who hasn't. In addition, there have been drive, files,
tools missing when sending out emails then they return which makes no
viable sense and no one at google follows up.
Finally, after weeks upon weeks of requests a google rep going into this 3
day weekend told me to do a HAR file but due to the deplorable situation
with the wrong inaccurate info sent to the engineers since November and not
resolved, I asked if there could be someone on google meet or help due to
the distress of these on going issues and absolute poor to non existent
follow up. I have not heard back from anyone. These are major services I
pay for monthly but not fully rendered as a consumer.

--
*CLAP*Community Lead Advocacy Program* Sacramento*
*Email: clap@clapsac.com *
*Website: clapsac.com *

[samiam]

I noticed the same situation this week regarding the lack of phone support and pin. I created a ticket using their new 'support' (hardly) portal to fix an issue trying to add a client to my reseller portal. It said the domain was already in another workspace account. We have the domain registered so I figured, no problem, get Google to fix the issue with a domain verification by DNS or something like that. The 'support' person messaged me to take screenshots and describe the issue more. I did. Then they asked me a bunch of other questions that were impossible to answer because I wasn't in the client's workspace portal yet since I couldn't add it! They then wanted me to take a vid of my screen showing them the issue. I stopped and said I wasn't wasting anymore of my time and money explaining a situation that was fairly straight forward to explain and to get someone on fixing the problem. They closed my ticket and passed me off to the Partner Advantage portal. Not sure how that's an advantage, it's just a bunch of how-to articles on things I'm already an expert on. It was a technical issue that they needed to help fix. Their customer service with the new Workspace has taken a dive. I'm about ready to move all of my users to Microsoft. Their customer service is TOP NOTCH. Literally had an issue last week that Microsoft was ON TOP OF. Oh and it was a phone call to get it fixed. Way to go Google. They already lost some of my clients with the whole Google Drive debacle. Probably going to lose more over this.

[leemills]

I'm suffering a simliar problem. I can't get into myworkspace with my main work account. It was suspended. I did everything today to get it back, including adding google to my DNS to verify it was me, but nothing has happened since. I've tweeted them, tried to call but don't have a pin and the same account is the workspace admin account. How can I call or get help? Worst timing for this. My life is in google slides, docs and sheets and I'm int he middle of a capital raise.