I'm trying to change the primary domain for a Google Workspace account. The account previously had ChromeOS devices enrolled, so I opened a support case. Google told me to deprovision the devices and remove the associated licenses, which has now been done. However, the Admin console still shows a generic message listing 11 possible reasons why changing the primary domain might be unavailable, including domain purchase during signup, Google Domains, legacy free editions, Education or reseller accounts, and several Chrome-related products.
Support has told me to wait 24 hours and try again, then open another ticket if a different issue appears. They specifically said the Chrome upgrades were causing the problem, but I'm unsure whether there are additional blockers. Is there a way to determine exactly which item is preventing the change, or do I really have to resolve the possible issues one at a time and wait between attempts?
2 Answers
The primary domain can be effectively locked depending on how the Workspace account was created and what products or licenses are attached. You can usually add a secondary domain and change users' addresses to it, but that does not necessarily change the actual primary-domain setting. In cases like this, support may need to verify ownership and perform the change from their side; one organization reported that the process took a few business days. Also, the old domain may remain undeletable for a waiting period after the change, so a disabled delete option immediately afterward may be expected.
Ask support to escalate the case to someone who handles Workspace domain changes. Based on the list, the domain may have been purchased through Google or Google Domains, which can also prevent a self-service primary-domain change. Support should be able to verify how the account was created and whether that restriction applies.
I've already been moved through several supposed escalation paths. If one of those account restrictions applies, does that mean changing the primary domain is impossible, or can Google still do it manually?
The Admin console does show an option to change the primary domain, which is why it is confusing that the operation can still be blocked. I was hoping there was a way to see the specific restriction before waiting another 24 hours.