Resolve conflicting accounts

Some users might create a personal Google account using their email address at your company or school. If you then sign up for a Google enterprise product and add those users to your organization's account, they'll have the same address in both their personal and enterprise account. When they next sign in to their personal Google account, they'll be asked to resolve this conflicting account.

Here's how to resolve conflicting accounts or keep them from happening in the first place.

Don't delete a user from your Google enterprise account to address a conflicting account if that person is actively using your Google services for mail, calendar, and other services. Instead, resolve the conflict as described below.
What is a conflicting account?

A conflicting account exists if a user created a personal Google account with the same email address as Google enterprise account managed by your organization. Conflicting accounts most commonly occur if your users were signing in to Picasa Web Albums, Blogger, or other Google services, before your organization signed up for Google entertprise services.

What is not a conflicting account. Personal Google accounts that don't use your organization's Google address as either the primary or alias email address. For example, a personal Gmail account (username@gmail.com) with no alias addresses is never a conflicting account.

What happens to conflicting accounts?

After you add users who then have conflicting accounts, they are prompted to rename their personal Google account the next time they sign in to it. All data within their personal account will remain in the account when it's renamed. Note that users have full control over the renaming process; administrators don't participate in this process.

If the user has added their organization-managed address as an alternate email address (or email alias) in their personal Google account, the alias is removed from the personal accounts and the user will see notification of this change the next time they sign-in.

Avoid conflicting accounts

Before adding users to your Google enterprise account, ask them if they've created a personal Google account using your organization's email address. If they have, ask them to rename their personal account. When they do this, the data in their personal accounts remains safe and accessible to them. Here's how a user can rename their personal Google account:

If a user has an @gmail.com account and has added your organization's address to that account as an alternate address, ask them to remove the alternate address to avoid a conflict.

  1. Go to www.google.com/accounts and sign in to your personal Google account.
  2. Follow links to add an email address.
  3. Enter another email address where you can receive mail. Then enter your password and click Save email address.

    If you don't have another addresses where you can receive mail, enter an @gmail.com addresses instead.

  4. Check mail at your other email address and click the link in the verification message from Google to confirm your change.
How to resolve conflicting accounts

If you've already created the user's Google enteprise account, then the next time they sign in to a consumer product they'll be asked to change their account. For example, if jane@mydomain.com has a conflicting account with your organization, she would see these options when she signs into a consumer product:

  • Change to an account with a Gmail address (jane@gmail.com or another available gmail name)
  • Change to an account with a different email address (uses her jane@yahoo.com address)
  • Sign-in with a temporary username Google provides (jane%mydomain@gtempaccount.com)

    Note: All conflicting accounts must be resolved. If the user chooses the final option, her account will automatically be renamed to the temporary name Google provides. She'll also be presented with these same options each time she signs in, until she chooses a permanent solution.

In all cases, the data in their personal accounts remains safe and accessible to them.