If your Google Workspace subscription is managed by a reseller, the reseller can access your Google Admin console and submit support cases for you. Google recommends allowing a reseller access to your subscriptions so your reseller can more easily troubleshoot any issues you might have with Google Workspace.
If you grant a reseller access to your subscriptions, they have access to these Admin console services.
Change your reseller’s access
Changes can take up to 24 hours but typically happen more quickly. Learn more
For subscriptions purchased from the reseller-
Sign in to your Google Admin console.
Sign in using your administrator account (does not end in @gmail.com).
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In the Admin console, go to Menu
Account
Account settings
- Click the Reseller access section.
- Under Subscriptions purchased from the reseller, check or uncheck the Turn on reseller access box. If you uncheck the box, your reseller can't access your Admin console or submit support cases for you.
- Click Save.
- Contact your reseller to get their permission before giving them access to subscriptions purchased from Google.
- Granting access gives your reseller access to these Admin console services.
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Sign in to your Google Admin console.
Sign in using your administrator account (does not end in @gmail.com).
-
In the Admin console, go to Menu
- Click the Reseller access section.
- Under Subscriptions purchased from the reseller, check the Turn on reseller access box.
- Under Subscriptions purchased from Google, check the box next to the subscriptions you want your reseller to have access to.
- Click Save.
Change access for Support-only resellers
You need the Support Manager role in Google Cloud Support Center to complete these steps.
Add reseller access in the Google Cloud Support CenterIf you have a reseller who provides support, you can give them access to your account. Or, if your reseller has access to your Admin console, they already have support access.
- Sign in to the Google Cloud Support Center with your Google Workspace admin account username and password.
- At the left, click Support Partners.
- For the Google service you want, click Assign Support Partner. The reseller must verify the support relationship with your account.
- Choose an option:
- Enter the verifier's email address
- Under Support Partner, search for the reseller
- Enter the verifier's email address
- Click Assign.
While assigned as your Support Partner, the reseller can file cases on your behalf in the Customer Care Portal and access any cases you filed directly.
- Sign in to the Google Cloud Support Center with your Google Workspace admin account username and password.
- For the Google service you want, click Remove partner.
Manage your Support-only resellers in the Customer Care Portal
Starting on October 26, 2022, your Support-only resellers relationships and cases will automatically move from the Google Cloud Support Center to the Customer Care Portal.
You don't need to take any action. If your users with Support privilege sign in to the Google Cloud Support Center, they are redirected to Customer Care Portal.
There are no interruptions to your support cases in progress or support relationships.
After the switch to Customer Care Portal
- You manage support cases in the Customer Care Portal.
- The list of your support partner relationships might be longer (not longer grouped together by partner).
- When you request a new support partner relationship in the Customer Care Portal, the reseller doesn't need to approve the relationship request to start work.
- Your Support-only resellers have access to these Admin console services.
- Your Support Manager role in Google Cloud Support will be automatically removed.
