An administrator who recently reset their password, or had it reset, can no longer add users, set delegations, or perform other administrator actions. Often, the administrator only notices this when they are the only administrator in the organization.

Cause

Certain administrator capabilities depend on encryption keys that are tied to a specific password. Resetting the password changes this encryption context. If no other administrator can restore access, the account can be left unable to perform administrator actions.

Note

This cause can also block the Google Workspace Service Account Key setup of the Zivver Chrome Extension. Does the setup fail at that step, and was the password of the administrator account reset in the past? Then follow the steps on this page instead of troubleshooting the Chrome Extension.

Solution

Confirm that administrator access is affected

1. Log in to the WebApp as the affected administrator.
2. Go to the API keys page.
3. Click New API key.
   If this also fails, the administrator rights of the account are affected, and it is not a one-off display problem.

Restore administrator access

1. Check whether you have a recovery code from before the password reset.
   Zivver sent this recovery code to your mailbox when you created your account or last changed your password.
2. Follow the steps in Restore access to messages to enter the recovery code.
   This restores your administrator access as well. You do not need a support ticket.
3. Is there another administrator in your organization? Ask them to restore access for your account.
4. Do you have no recovery code, and are you the only administrator? Contact Zivver Support to restore administrator access.
5. Once access is restored, create an API key to confirm that administrator functions work again.

Prevent this problem

Add two or three backup administrator accounts. With more than one administrator, another administrator can restore your access directly. Read How to add a second administrator account for instructions.