A locked-out Workspace administrator should use Google’s supported administrator recovery process. Domain ownership and administrative identity require stronger verification than a normal request to reset a colleague’s Gmail password.
Check available authorized recovery routes
Use Google’s genuine account-recovery page and enter the administrator’s sign-in address. Follow the available recovery phone, recovery email, or other verification prompts. Keep codes and recovery links private.
If another authorized super administrator remains available, ask them to use the Admin console’s supported password-reset process. If the subscription is managed by a reseller, Google’s administrator recovery guidance includes contacting that reseller.
Follow domain verification when Google requests it
When ordinary recovery is unavailable, Google’s flow may require a specific CNAME or TXT record to demonstrate domain ownership. Use only the exact record supplied in that genuine recovery session, at the domain’s actual DNS host.
Do not replace MX records, transfer the domain, or remove security controls as a substitute for verification. Adding a requested verification record is different from changing live mail delivery. Preserve existing DNS and record the support reference.
Use support-assisted recovery and verify the outcome
Google’s guidance says to attempt automated recovery before the support-assisted route. The flow can request a reachable contact address outside the locked account and additional ownership evidence. Submit that through the official process, not to a person claiming to recover accounts for a fee.
A submitted form or visible DNS record is not proof that access has been restored. Confirm a successful administrator sign-in and the intended role. Then review recovery information and a second authorized administrator’s availability under organizational policy, keeping strong authentication in place. Do not promise that ordinary user recovery can grant administrative rights without the documented ownership process. Record remaining restrictions accurately if verification is still pending.
Browse Gmail & Google Account help
References
- Recovering administrator access to your account | User management | Google Workspace Help
- Reset a user's password | User management | Google Workspace Help
Reviewed against the linked product guidance, standards, and identified vendor or public-authority guidance on October 29, 2026. Available options and screen labels can vary by account, device, region, and organization policy.