/tagmanager/community?hl=en
/tagmanager/community?hl=en
4/7/17
Original Poster
Jean-Luc MAG Analytics

GTM Access Lost after Employee Attrition

Hey,

We have lost access to our GTM account which was created by two previous employees.  What is the process to accessing our account?
I have Google Analytics and Data Studio access but GTM is problematic.
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All Replies (4)
Andrew Lanzone (Google)
4/9/17
Andrew Lanzone (Google)
The easiest option is to track down the person with admin rights on the account. If you can, contact a user who has admin rights on the GTM account and ask them to add you to the account (as admin as well). If you have access to the email accounts of the departed employees, you can try logging in with those accounts and adding yourself as an admin.

If that is not possible, file a feedback request (choose "Send feedback" from the ... menu in the GTM header) and we can try and contact the account admins on your behalf.

In general, we recommend:
 * You should have multiple admins on your account.
 * At least one email address on the account should be monitored on a daily basis if possible.
 * You should have a handoff plan for when people leave the company and/or end business relationships.

Hopefully that helps.
Robert Taylor - Artesian
9/27/17
Robert Taylor - Artesian
I have the same problem. However, we have no idea who the admin is and Google have tried contacting them but had no response. So without knowing who owns it, you can't even monitor their inbox.  Google won't give us the name of the person so we can't contact them directly. Absolute nonsense. And because Google won't let us have the name of the previous employee, in a few days our site is going to show as insecure because of a fault in the script. Thanks a lot Google.  
Google user
5/9/18
Google user
Hi Andrew, thanks for your response to this and yes in general its good advice and practice, but i think what Google (and i say Google because i think this problem touches several services) is that if we controlled the users in another system (other than G-Suite) this wouldn't be a problem because recreating the account on our end would work to be able to recover access. This is not the case with G-Suite users, Google Tag Manager seems to completely remove/ disassociate the user from the account when deleted from G-Suite. So if we were not using G-Suite your suggestions would work well. Since this is the behavior we see, the only option is to reach out to Google to restore access through a process of ownership proof.

I've emailed the feedback form like you suggested from a new GTM account, but any help you can provide would be great. We recognize the process needs to be handled better on our end, but its a unique situation because we are relying on Google for identity and access management and your services seem to be very tightly coupled with each other, while not providing much notification when deleting a user from g-suite.

thanks
Kyle Akerman
5/14/18
Kyle Akerman
Hi Andrew,

Besides filing the the feedback request is there any other options? I don't know who set up the account or any of the people who might have access so I don't have much to work with :)

- Kyle
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