Reset a Gmail suspension

If a user in your organization was automatically suspended from their Gmail account for exceeding any account limits, you might be able to restore their access from the Google Admin console. Otherwise to keep our systems healthy, we might require the user to wait up to 24 hours before their limits are reset automatically.

Editions supported: Google Apps for Business, Education, or Government.

You can identify a user whose Gmail account has been suspended if their status in the Google Admin console is "Active" but a warning icon reports that access to Gmail has been suspended. In this case, the user can still sign in to their Google account to access other services like their calendar and online documents. But when they try to access Gmail, they see an error saying that Google detected unusual activity on the account.

You can't follow the instructions here to restore a user whose entire account has been manually suspended by an administrator. To do that, see Restore a suspended user. You also can't restore a user who has an abusive account status.

To reset a suspended Gmail account:

  1. Sign in to the Google Admin console.
  2. Find the suspended user account.
  3. Click the user to see its information page.
  4. Click the at the top of the page.
  5. In the pop-up message, click Reset user. This enables the user's Gmail account where they can now sign and and regain access to their mail.

    If the reset option isn't available for a user with a Gmail suspension, the user must wait up to 24 hours before the limits are reset automatically. During this time, the user can still access their other Google services.

  6. Click the Learn more link to find out how the user can avoid exceeding bandwidth limits in the future.
Note that each reset appears in the Admin console audit log.

 

Note: The reset option is only available for a limited number of times and abuse limits cannot be reset for the same account more than five times per year. Please review the information concerning account limits here in order to prevent this issue in the future. The only workaround for avoiding this issue is to modify the usage behavior of the account. Google Enterprise Support cannot reset the abuse limits for an account if they have already been reset more than five times through the reset button feature. Please note that each reset appears in the Admin console audit log.