Student YouTube Account shut down

[lmcadams]

We had a student a couple of years ago who was blocked from creating a YouTube account.  They received the message 'Can't create new account because of past account issues'.  After many months trying to get the issue resolved, we just created a new account.  Evidently, that did not solve the student's issue, but they just informed us now.  I've opened a ticket with Google and tried to contact YouTube, with no luck.

Is it possible to resolve this issue?  Any ideas?  I was thinking about creating another account that has access to YouTube and allowing the student add the account to their chromebook.  I hate to change her account name again, since she is a sophomore in high school. 

Thanks in advance for any help.

Lisa

[rhaeger]

They didn't escalate the issue? I've had issues that couldn't be handled by the first support person I talked to and they escalated the issue to a higher level/engineer.

[lmcadams]

Not yet, I will probably give them 24 hours before I try to escalate it. 

[panderson]

More than likely you will get the "YouTube is not a core service ......"  We had this happen to a Teacher account and there was nothing we could do to get the account fixed.  In her case, all she did was create a playlist of videos she found on YouTube and shared it with students. 

[MrDodge]

We had a similar issue with a Staff account in the past.

The key for me was to create a support ticket in Google Admin/Workspace and NOT YouTube.

[lmcadams]

I did create a ticket for Google workspace support, but they have responded "The issue you’ve experienced is currently outside the scope of our support offering".  And suggested I contact YouTube directly, but that doesn't get me anywhere.  

[MarkLoundy]

I just posted this via my backchannel to Google:

"Domain admins who encounter problems with YouTube are directed by Google Workspace support to deal directly with YouTube since YouTube is not a "core offering" for Google Workspace For Education. This is essentially no support at all. YouTube is now deeply integrated into Google Classroom in multiple ways. It's time to recognize it as a vital service in many schools and provide support directly from the Workspace admin dashboard."

[lmcadams]

Thank you!  I had to create a new account for the student to view youtube videos and give her the ability to use the new account as primary and then add her old account.  We use Classroom integrated with an SIS, in addition to various SSO apps.  I plan on transferring her Google drive over and inactivating the old account over the summer.