Reset a password, rename a user, add an alias or make an admin in Google Workspace

You can reset a staff member's Google Workspace password, change their name, add an email alias or make them an administrator from the IT Solver dashboard. Each change goes to Google straight away.

Before you start

• You must be an owner or IT manager of your business in the dashboard. Web designer and Billing only roles cannot make these changes. See What each dashboard role can do.
• Your Google Workspace subscription must be billed through IT Solver. If it is not, the dashboard does not show the Users list. See The dashboard says Google Workspace is billed directly with Google.
• You can do each type of change up to 10 times an hour.

Open a staff member's details

1. Sign in at dashboard.itsolver.net.
2. Select Google Workspace.
3. Go to the Users section. The list can take a few seconds to load.
4. Select the staff member's name. A window opens with their email address, Licences and Admin roles.

You can also open the menu at the end of the staff member's row (the button with three dots). It has Reset password and Rename user.

Reset a password

1. Open the staff member's details, then select Reset password.
2. In Primary email, type the staff member's email address. This confirms that you selected the correct person.
3. In New password, type a password of 8 to 100 characters. Do not use the email address as the password.
4. Keep Ask the user to change this password at next sign-in selected. The staff member then makes their own password when they sign in.
5. Select Reset password.
6. Wait for the message Password was reset for followed by the email address. Select OK.

The dashboard sends the new password to Google. It does not keep the password and does not show it again. Give the password to the staff member in person or by phone. Do not send it to their Google Workspace email address, because they cannot sign in to read it.

Change a staff member's name

1. Open the staff member's details, then select Rename user.
2. Change First name and Last name. You must fill in both.
3. Select Rename user.
4. Wait for the message that the name was updated, then select OK.

This changes only the name that people see. The email address stays the same. To give the staff member an email address with their new name, add it as an alias. To change the main email address itself, ask IT Solver.

Add or remove an email alias

An alias is an extra email address for a staff member. Email sent to the alias goes to the staff member's inbox. For example, sales@yourbusiness.com.au can be an alias of taylor@yourbusiness.com.au.

1. Open the staff member's details, then select Manage aliases. The Email aliases list shows the aliases that the staff member has now.
2. In New email alias, type the full address, for example sales@yourbusiness.com.au.
3. Select Add alias.
4. Wait for the message that the alias was added. The alias then shows in the list.

Use a domain that is already part of your Google Workspace. If Google does not accept the alias, the dashboard shows Needs attention with an error from Google. You cannot use the staff member's main email address as an alias.

To remove an alias, select Remove next to the alias in the list, then confirm.

If several staff members must get the same email, use a group instead of an alias. See Create a shared group address such as info@ in Google Workspace.

Make a staff member an administrator

An admin role lets a staff member manage parts of your Google Workspace in the Google Admin console. Give admin roles only to people who need them.

1. Open the staff member's details. The Admin roles section shows the roles that they have now.
2. Open the Add admin role… list and select a role. The list shows the roles that Google returns for your Workspace.
3. Select Assign, then confirm.
4. Wait for the message that the role was assigned.

If the dashboard says admin roles cannot be changed right now, or that Google did not return admin roles, ask IT Solver.

The Super Admin role gives full control of the whole Google Workspace. The dashboard asks you to confirm this before it continues.

Remove an admin role

1. Open the staff member's details.
2. In Admin roles, select Remove next to the role, then confirm.

Remove Super Admin from the primary admin

Your Google Workspace always needs a primary admin. If the staff member is the primary admin or the only Super Admin, the dashboard opens Assign primary admin first.

1. In Select email of the new primary admin*, select another active staff member.
2. In Secondary email *, type an email address on a domain that is not your Google Workspace domain. Google uses this address for account recovery and service messages.
3. Select Assign. The new primary admin becomes a Super Admin.
4. Wait for the message Primary admin assigned, then select OK.
5. Open the old primary admin's details again, and remove Super Admin.

The dashboard says Google Workspace is billed directly with Google

If the Google Workspace page shows Google Workspace appears to be billed directly with Google, your domain uses Google Workspace, but you pay Google for it, not IT Solver. The dashboard can manage users only when IT Solver bills your subscription. If you are a Google Workspace admin, you can make these changes in the Google Admin console.

To manage users from the dashboard, move your billing to IT Solver: select Request transfer help. See Get Google Workspace and manage its licences and billing.

Examples

A staff member forgot their password

A staff member cannot sign in to Gmail. They do not remember their password.

To fix it: do the steps in Reset a password. Keep Ask the user to change this password at next sign-in selected. Phone the staff member and tell them the new password.

A staff member changed their surname

A staff member gets married and changes their surname. They want their new name on their email.

To fix it: do the steps in Change a staff member's name. Then add an alias with the new name, so that email to the new address gets to them.

Google does not accept the new alias

You type accounts@ourotherbusiness.com.au and select Add alias. The dashboard shows Needs attention with an error from Google.

The domain of the alias is possibly not part of your Google Workspace.

To fix it: use an address on your Google Workspace domain. To add another domain to your Google Workspace, contact IT Solver.

The dashboard does not let you remove a Super Admin

The owner who set up Google Workspace has left. You select Remove next to Super Admin, and the dashboard opens Assign primary admin.

The former owner is the primary admin or the only Super Admin.

To fix it: do the steps in Remove Super Admin from the primary admin. Then follow When a staff member leaves: remove them from Google Workspace.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.