Categories: Admin console :

This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account

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This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account CarolineMelberg 7/14/12 5:47 AM
Domain Name:  melberg.com
Users Affected:  ALL
Problem Description: My Google Apps Control Panel access has been disabled by Google as an e-mail address of an administrator was found on the list of Yahoo Voices compromised passwords.  I received this e-mail to the back-up e-mail on my account last night:

Google has become aware of a security incident involving Yahoo! Voices that may have affected the security of your domain administrator account for your domain.

The administrator user was found on a list of compromised Yahoo! Voices credentials released by those claiming responsibility for the Yahoo! security breach.

This user signed up for the Yahoo! Voices account using their Google Apps email address and there is a high risk that the same password was used for both their Yahoo! Voices account and Google Apps administrator account.

Since the account is an administrator account granting the control over the Google Apps domain, Google has suspended the account.

Information about the Yahoo! Voices issue can be found in the recent news:

CNET:
http://news.cnet.com/8301-1009_3-57470786-83/hackers-post-450k-credentials-pilfered-from-yahoo/?tag=mncol;txt

Wall Street Journal:
http://online.wsj.com/article/SB10001424052702304373804577522613740363638.html

ACTIONS REQUIRED:

1. To recover access for the administrator account, the affected administrator user will need to follow the steps in this Help Center article:
http://support.google.com/a/bin/answer.py?hl=en&answer=33561

2. After this step is completed, please reply to this email and request for the Google Apps support team to re-enable the administrator account.


I have taken step # 1 above, and then sent an e-mail reply to the message as directed in step # 2 above.  The problem is that when I send an e-mail replay as directed in # 2 above, I receive a notice that my e-mail has been rejected - here is that message:

Your email has been rejected.

The email address eSup...@google.com is used for communication on existing support cases only. Emails sent from Google Enterprise Support representatives contain a reference number in the subject line. If you're writing to Google Enterprise Support regarding an existing support case, please reply to a previous email on this case and verify that the reference number is included in the subject line of the email. If you're writing to multiple support addresses, you'll need to remove esup...@google.com from the 'To' field and try again.

Emails without reference numbers sent to eSup...@google.com are automatically rejected. If you are interested in opening a new support case with Google Enterprise Support, please see instructions found in the appropriate Google help center, as the process for opening new cases varies by product line and service level. A list of Google Enterprise product help centers can be found at http://www.google.com/support/enterprise .

I've visited the Google Enterprise Support link above, but have found no answers to how to resolve getting access to my Google Enterprise (Apps) account.

Please advise on how I can gain access to this account!

Thank you!
Caroline
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account CarolineMelberg 7/14/12 5:52 AM
And yes - I did try to access the support options available to me through the links above --- but because I'm logged in with a consumer account (my back-up e-mail account for my enterprise account) I am unable to access the support options available to me.

Please help!

Caroline
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Shannon Weidemann 7/14/12 6:40 AM
I believe I am suffering from the same problem but I received no email. I just could not login into my account last night and it is now disabled. I have tried resetting my password by updating my CNAME, but it is still disabled. And I also can not contact customer support because I am not logged in. Frustrating as I am a paying customer and have no way of contacting support.
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/14/12 7:43 AM
C,

How many super-administrators are on your melberg.com domain ?

Hopefully, you've got more than one . . . 

Only one will have been compromised at Yahoo probably.

Can you login to your GApps dashboard with any other superadmin usernames here . . .


That link/login page isn't showing that your whole GApps account has been disabled.

It's probably only one user account that has been disabled on your Gapps domain.

if Google are telling you to reset the administrator password.

I'm sure a GoogleApps forum TC will pick up on all these threads,

regarding Yahoo hack,

and give you a fastrack solution to get your GApps account back on the air ASAP.

There's a lesson here . .. . . 

1) Always have min. of 2 Super Administrator on your domain.

2) Always write down the Enterprise Support phone number and pin number

on a piece of paper and keep it in your pocket.

I agree with you, that there should be a support 'hotline setup by Google

to cope with situations like this.





Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account CarolineMelberg 7/14/12 9:21 AM
Derek, thank you -- that is great advice.  Wish I had thought to have more than one super-admin on the account and to write down the support number prior to Google disabling my account!  For future, I shall definitely do that once I am able to gain access again.

Unfortunately, I only have one Super Admin (me) on the account, and that is the e-mail that has been disabled.  I can log-in using other user's credentials, but they are not admins, so that does me no good. 

Any Google support people .... help here please?

Caroline
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/14/12 9:35 AM
C,

Someone will see this thread eventually . . . . 

Saturday isn't a good day for this, I'm afraid.

It needs a forum TC to flag domain to Google Support.
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account CarolineMelberg 7/14/12 9:47 AM
Derek, thank you ... Agree ... I'd like to be working on many other things other than this on a Saturday!!!

Caroline
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/14/12 9:50 AM
I've just contacted a TC so you should see some action soon.


Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account CarolineMelberg 7/14/12 9:54 AM
Thank you so much Derek ... I appreciate your help!!!

Caroline
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account rosekapose 7/14/12 11:31 AM
I'm having this same problem with alaskateenmedia.org. What a mess. Caroline, please let me know if you find a solution. Thank you! 
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account nycinsider 7/14/12 12:10 PM
I am having the exact same issue! I think I was able to change my password but it still says my account is disabled. I am also getting the error message when I reply to the Google Email:

Delivery to the following recipient failed permanently:

esupport@google.com

Technical details of permanent failure:
The account myemail@usa.net is disabled.

Like Caroline, I only have one administrator and don't have/know my pin number. I am totally stuck and desperately need access to my emails...I feel like they are gone forever since I have no way of contacting Google. PLEASE PLEASE help us!

Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account CarolineMelberg 7/14/12 12:30 PM
I'm still in the same situation -- no word from Google as to when or how I can gain access to my administrator account on Google Apps ...


Google --- please help!!!
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Donna Mc 7/14/12 2:20 PM
You should have an email in your secondary account that you should have been able to respond to.  Caroline your secondary acct is a gmail address.  I will not list it fully here.  But it starts with an e and ends with an m.
It may also be in your spam label if not in inbox.
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/14/12 2:26 PM
Donna,

Just as a matter of interest . . . . 

How do you know Caroline's secondary contact

email address on her domain ?
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Donna Mc 7/14/12 2:27 PM
AlaskaTeen you have two other admin accounts, one of them should be able to login and get you reset.

But your secondary acct may have the email from Google support to which you should reply - it is also a gmail address.
Starts with an r ends with an e.
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/14/12 2:33 PM
D,

How are you accessing private details on other

people's domains ?


Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Donna Mc 7/14/12 2:35 PM
NYCInsiderGuide,

you have a double whammy issue - your secondary address is no longer a valid account so the recovery email instructions bounced.

Unfortunately, you will have to follow the instructions in this Help Article to select a different secondary email address.
Donna Mc 7/14/12 2:38 PM <This message has been deleted.>
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Donna Mc 7/14/12 2:41 PM
Don't panic - I am a Google employee.  I am not in Google Support rather Google sales.  When these accounts were suspended a support case was opened alerting the secondary address of the suspension and what to do to recover.  I can not help in any other way than to give hints as to where to look for the email.  I do not have access to any private data. 

All affected accounts should be able to find an email in their secondary email address account with the subject:
Important: Administrator account Suspension on your Google Apps Account 

All they have to do is reply to that message to get the help they need.
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account nycinsider 7/14/12 2:44 PM
Donna:

Thank you. But it all still goes in circles! I can't log in at all - it says my account is disabled. So if my account is disabled, how do I change my password or select a secondary email address or do anything besides post on here?

I have NO access to my account and every "solution" seems to tell me to do something that requires access to my account. My usa.net email address is absolutely valid - but Google doesn't like it for some reason and won't accept reply messages from it, even though that's the email I got the original email from Google re: the account disabling.

Is there any way to just get this fixed? PLEASE????!!!!????

Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account nycinsider 7/14/12 2:56 PM
Donna:

the domain is nycinsiderguide.com

I got an email from you, but since all the emails I send to Google bounce back at me, I'm posting here as well. I really hope you can help as I would hate to lose my entire business because Google stole my email and won't give me any way to access it. There MUST be a human who can help me or a phone number I can call.
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/14/12 3:08 PM
NYC,

If you follow the Reset Admistrator Password by domain verification method

CAREFULLY as Donna suggested,

you should be able to add a new secondary contact address

and reset the admin. password which will enable you to login 

to your GApps dashboard.
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/14/12 3:17 PM
You start the process at


Click on 'Can't access your account'
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account nycinsider 7/14/12 3:21 PM
Thank you Derek and Donna:

I did reply directly from my gmail acct to an email I received with the heading:

[#02278959] Important: Administrator account Suspension on your Google Apps Account [ ref:_00D00VNwG._50060K7Dwn:ref ]


However, my account still says it's disabled.

Derek:

I don't fully understand the domain verification method - but I'm almost certain I am not able to change the CNAME on my website.
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Donna Mc 7/14/12 3:31 PM
NYC - You are close to done - hang in there just a little longer.  Your response was received, the case was assigned to a TC - watch your secondary gmail account for further instructions.

For any others that find this post - think about the secondary email address you chose for your Google Apps account.  If you have email to it being forwarded to another email address, DO NOT REPLY to the support email address from that other account.  Your reply MUST come from the original address that Google sent the notice to.


Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/14/12 4:17 PM
NYC,

The CNAME goes in to your DNS at e-corp.net

NOT your website.


Use your DNS panel to do this and allow 24 hours for it to propagate

the global DNS system. It may verify quicker than this.
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account nycinsider 7/14/12 4:35 PM
Derek:

I appreciate your help, but I just flat out NEED to access my emails. Changing the DNS at my site host is NOT an option. I must gain access to my email accounts another way. This is a nightmare created by Google without my permission. I pay Google as a vendor to deliver my email timely on an ongoing basis and they absolutely did NOT have permission to cut off my emails, change my settings on 3 different devices, cost me hours of time and who knows how much in revenue.

This is unacceptable on Google's part....I NEED MY EMAIL! Why is there no emergency phone number or access to Google for a PAID service?
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/14/12 5:07 PM
NYC,

I agree with you, I've just suggested that 'emergency no'. to Donna.

Unfortunately, Google had no option but to disable

your admin user account because it had been compromised

by Yahoo password hacking.

The alternative, if Google had done nothing, would have been every 

hacker on the planet hacking your domain, email and website.

(BTW  I don't work for Google,

Just sitting up here on a Scottish mountain top trying  to

assist you get back on track :-)


Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/14/12 5:18 PM
BTW

I'm signing off now. I'm 5 hours ahead of you on GMT +1

So hopefully, Google Support will step in and sort

this mess out ASAP.
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account rosekapose 7/15/12 10:50 AM
I'm still having this problem as well. From what I can tell the problem is that our support tickets did not have numbers attached. Therefore, when we try to complete step two our emails bounce back. How do we let Google know we are ready to re-enable our accounts if we can't reply to their Enterprise Support emails?  

"ACTIONS REQUIRED:

1. To recover access for the administrator account, the affected administrator user will need to follow the steps in this Help Center article:
http://support.google.com/a/bin/answer.py?hl=en&answer=33561

2. After this step is completed, please reply to this email and request for the Google Apps support team to re-enable the administrator account."




 
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account nycinsider 7/15/12 11:46 AM
Just received this useless email from Google...and I also found out my email is not even being collected while it's disabled, but people are getting error messages. Google is about to drive me out of business. In another few days, my whole business will be shot and this will be all be futile....

GOOGLE GET IT TOGETHER! THIS IS UNACCEPTABLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
-----------------------------------------------------------------

7:03 AM (1 hour ago)

to me
Hello ,

Thank you for continuing to work with us on this issue. I've routed this case to a specialized technical team for further analysis. A member of that team will take ownership of your case and will contact you directly after they've reviewed the information you've provided in this case. Here's what to expect:

1) In-depth questions: To aid in the troubleshooting process, we may need to ask for additional or more current information about your issue.

2) Further troubleshooting steps: We may ask you to perform some troubleshooting steps to help us pinpoint the source of your issue.

3) Workaround steps: If we cannot provide an immediate resolution to your issue, we will try to provide directions for implementing a temporary workaround.

4) Resolution steps: If we identify a resolution for this issue that requires action on your end, we will describe steps you should take and provide support as you implement this solution.

5) Resolution descriptions: If we identify and resolve the issue affecting you, a brief description including the root cause will be provided.

We appreciate your continued assistance in this process, and a member of our technical team will be in touch shortly.

Sincerely,

John
Enterprise Support
Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account Derek_R 7/16/12 12:57 PM
You need to post details of 'disabled admin acccount'  on the list of 

domains affected by Yahoo issue, in this thread,

Re: This Account Has Been Disabled Message when attempting to access Google Apps (Enterprise) account LMcKin51-Top Contributor 7/17/12 2:12 PM
The Advisor (Google Employee) have told to let you all know that all you need do is sign into your account and reset your password.and if have try sign in and can not reset your password let me know and i`ll pass it along to the Advisor.
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