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Why do I get an error when I try to reset my Google password?

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If, when you try to reset your password for the first time, you get an error message that reads, "Your account is suspended," it is likely because you have not yet accepted the Terms of Service.

If you have another Gmail account (such as a personal Gmail account), it can be a bit tricky to even get to the Terms of Service page. That's because your browser can get confused by the fact that you're already logged into Google as another user.

Thus, you cannot simply click the "Reset password" button in the invitation email Google sends you. Instead, you need to right-click and choose Open Link in "Private Window" (if you use Safari) or "Incognito Window" (if you use Chrome), as shown below. 

In the new window, you'll be able to accept your Terms of Service, reset your password, and access your G Suite account.

You only need to use this special window one time, to accept your Terms of Service.

IF YOU USE SAFARI WITH PASSWORD KEEPER: you may not be able to right-click to open a new incognito window because the password keeper can interfere with that instead. Instead, right-click and copy the URL. Then open a new incognito window from the File menu at the top of your browser. Paste in the URL.


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Written by Dawn Verbrigghe
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