Google Account "Not Found" or 2-Step Verification Policy Error — How to Fix It

What's Happening?

If you're seeing one of these error messages when trying to sign into your @acarcs.org Google account, don't panic — your account has almost certainly not been deleted.

• "Couldn't find your Google Account"
• "This account does not exist"
• "Your sign-in settings don't meet your organization's 2-step verification policy"

Common Causes

• Browser cache/cookie issue — old session data is confusing Google's sign-in flow
• 2-Step Verification policy change — RCS requires 2FA on all Google accounts, and your device may not meet the new requirements
• Signed into too many accounts — Google can get confused when multiple accounts are signed in on the same browser

Try These Steps First

Step 1: Clear Your Browser Cache

1. Open Chrome
2. Press Ctrl + Shift + Delete (or Cmd + Shift + Delete on Mac)
3. Select "All time" for the time range
4. Check Cookies and Cached images and files
5. Click Clear data
6. Close and reopen Chrome, then try signing in again

Step 2: Try an Incognito Window

1. Open Chrome
2. Press Ctrl + Shift + N (or Cmd + Shift + N on Mac)
3. Go to accounts.google.com
4. Try signing in with your @acarcs.org email

Step 3: Sign Out of All Google Accounts

1. Go to accounts.google.com
2. Click your profile picture in the top right
3. Click "Sign out of all accounts"
4. Sign back in with only your @acarcs.org account

For the "2-Step Verification Policy" Error

This means your account needs 2-Step Verification (2FA) enabled but it's not set up properly. Here's how to fix it:

1. On a device where you can access your account (or in Incognito mode), go to myaccount.google.com/security
2. Look for 2-Step Verification under "Signing in to Google"
3. If it's off, turn it on and follow the setup steps
4. If you can't access the security page, you'll need IT help — see below

Still Not Working? Contact IT

If the steps above don't resolve the issue, email itsupport@redlandschristian.org with:

• Your full email address (@acarcs.org)
• The exact error message you're seeing
• What device and browser you're using
• Whether it works in Incognito mode

IT can check your account status and reset your 2FA settings if needed.

Google vs. Microsoft — Know the Difference

At RCS, you have two separate accounts:

• Google (@acarcs.org) — for Gmail, Google Drive, Google Classroom, Chromebook sign-in
• Microsoft (@redlandschristian.org) — for Outlook, Office 365, Paycom

Make sure you're using the right account for the right service. A Google sign-in error won't affect your Microsoft apps, and vice versa.

RCS Information Technology · IT Help Center