Google Cloud Support Portal Migration FAQ

Note: The Google Maps Platform Premium Plan is no longer available for sign up or new customers.

The Google Cloud Support Portal functionality is being migrated to the Google Cloud Console to centralize all your tasks and provide a unified, streamlined experience.

As of mid-February 2021, Google Maps client ID management was migrated to the Cloud Console. You can perform client ID management tasks through either the Console or Portal. The two applications will be synced during this migration period, so tasks performed in one location will be reflected in both.

Beginning on March 31, 2021, clients will no longer be able to log in to the Google Cloud Support Portal, and must begin using the Cloud Console for all tasks previously done in the Cloud Support Portal, including managing client IDs and contacting support.

General information

Support questions

Client ID questions

Other questions

General information

Why is this happening?

We are replacing the Google Cloud Support Portal with the Google Maps Platform section of the Cloud Console to centralize all your tasks in a single platform and provide a unified, streamlined experience.

The Cloud Console offers a richer, more comprehensive set of features to help manage your Google Maps Platform deployment.

What do I need to do?

As soon as you receive communications regarding the functionality migration, sign in and get familiar with the Cloud Console, and begin assigning roles to your users.

      <td>Client ID management</td><td><center>&#9747;</center></td><td><center>&#9747;</center></td><td></td><td></td><td></td><td></td>
      <td>Technical-issue support</td><td><center>&#9747;</center></td><td><center>&#9747;</center></td><td></td><td><center>&#9747;</center></td><td></td><td></td>
      <td>Billing-issue support</td><td></td><td></td><td></td><td></td><td><center>&#9747;</center></td><td></td>
      <td><a href="">Project usage reports</a></td>
      <td><a href="">Project billing reports</a></td>
      <td><a href="">Account billing reports</a></td>
    <li><strong>Client ID management tasks</strong> includes authorizing domains for use with your
      client ID, adding and removing authorized domains, viewing the client ID crypto key, and more.</li>
    <li><strong>Technical issue support</strong> includes tasks such as implementing and troubleshooting
      APIs, requesting quota increases, and escalating product issues to engineering.</li>
    <li><strong>Billing issue support</strong> includes setting up billing accounts, understanding
      charges, changing project ownership, filing billing-related support cases, and other billing or charging tasks.</li>
  <p class="note"><strong>Note:</strong> Currently, Project Owners and Editors can file billing
    support cases. However, by the end of 2021, only Billing Administrators will have permissions
    to create these types of cases.</p>
<dt id="general-access">How can I access the Cloud Console?</dt>
<dd><p>To access the <a href="" target="console" class="gc-analytics-event external"
        data-action="linkClick: link"
        data-label="generalAccess">Cloud Console</a>,
  you must have a Google Account. The login and
  password you had for the Google Cloud Support Portal will no longer work. If you have a Google
  Account but can’t log in, <a href="">recover
  your username or password</a>. Alternately, you can <a href="">create
  a new Google Account</a>.</p></dd>
<dt id="general-project">How do I get access to my project?</dt>
<dd><p>If the Google Account you previously used to log in to the Google Cloud Support Portal does not have access to
  the project(s) associated with your client ID:</p>
    <li>Check if you have a different Google Account associated with the project.</li>
    <li>Contact an existing Project Owner and ask them to
      <a href="">grant you access</a>.</li>
    <li>If you don’t know who the Project Owner is, or the Project Owner is unavailable,
      <a href="/maps/support?utm_source=faq&utm_medium=contact_support">contact the Maps support team</a>
      to explore additional options to recover the project.</li>

Support questions

How can I contact support?

You can access support by visiting the Google Maps Platform Support page in the Cloud Console. Learn how to create a support case on the Google Maps Platform Support and Resources page.

Will the cases created in the Google Cloud Support Portal appear in the Cloud Console?

The Cloud Console support page does not currently offer a list of recent cases.

How can I add other users to a support case?

If you want other users to see or participate in an open case, add them to the email thread by using the Additional recipients field in the Cloud Console on the Create a Support Case page.

You can also reply to the case creation confirmation email (or any subsequent email) and add other users in the CC field. Instead of adding all users individually, you can also create a Google Group. All group members will be able to read and reply in the support case, and the group can also function as an archive of all support cases.

How can I escalate a case? (escalation feature not available to all users)

To escalate a case, you must wait one hour after case creation. Then, use the Escalate button available in the footer of your support emails, in the case creation confirmation email, or in any response to the case.

If you try to escalate a case before one hour has elapsed, the escalation will not work.

Can I change the severity of a case?

You can reply to the support case thread and ask the support agent to adjust the case severity to any level up to S2.

Alert: If your case severity needs to be changed to S1, please file a new support case to make sure that the support is rapidly informed of this high priority level.

Can I add attachments to a case?

You can’t currently add attachments when you first create a case. However, you can share attachments with support by responding to the case creation confirmation email or to any reply in the case’s email thread.

Client ID questions

Where can I manage my client ID?

Client ID management will be migrated to Google Maps Platform > Credentials in the Cloud Console by mid-February 2021. You will be able to perform client ID management tasks in the Support Portal until its official migration on March 31, 2021. The two applications will be synced during this period, so tasks performed in one location will be reflected in both.

Who will be able to modify the list of authorized URLs, and pause or unpause client IDs?

Client ID management tasks will be limited to Project Owners and Editors only.

What does the pause button do?

Pausing a client ID will cause all Google Maps Platform API calls to that client ID to be denied. Once a client ID is paused, you will have up to 30 days to unpause it. If the client ID is not unpaused after that time, it will expire and, after 30 additional days (60 days total), will no longer be visible in the Cloud Console.

How can I see if I am using the client ID to authenticate with Google Maps Platform APIs?

You can see the usage associated with your client ID in Google Maps Platform > Metrics in the Cloud Console. On multiple charts (Traffic/Error/Latency by Credentials), you will find graphs showing the client ID usage flagged with project_number: 12345678, where 12345678 is replaced with your project number.

Why can’t I see my client ID in the Cloud Console?

Only active client IDs have been migrated. If your client ID is no longer available to serve traffic, it will not be available in the Cloud Console.

Client IDs that are paused in the Cloud Console will expire within 30 days unless unpaused. A paused client ID will still be visible for 30 days after initially being paused (60 days total), after which it will no longer be accessible via the Cloud Console.

How can I view, add, and remove all the authorized URLs associated with my client ID?

To manage the authorized URLs, go to Google Maps Platform > Credentials and select the pencil icon (edit) at the far right.

All authorized URLs will be available under the Authorized URLs for Client ID table. To remove a URL, check the box to the right of the URL and select Delete at the top right of the table. To add new URLs, select ADD URLs at the bottom of the table.

Where can I find my cryptographic key?

The cryptographic key is needed to authenticate the Google Maps Platforms with URL signatures. To see your cryptographic key, visit Google Maps Platform > Credentials and select the pencil icon at the far right. The cryptographic key will be available to the right of the client ID.

I'm using a cryptographic key, but it differs from the one on the Cloud Console. Is my key invalid?
The Cloud Console only shows one of your cryptographic keys. If you are able to use your cryptographic key and get API responses successfully, your cryptographic key should be valid.

Other questions

Where can I manage my client ID?

Client ID management will be migrated to the Cloud Console in mid-February 2021. Until then, it will still be available in the Google Cloud Support Portal.

Where can I see my Premium Plan usage reports?

Premium Plan reports are no longer relevant since they were only needed for Premium Plan licenses tracked on a consumption basis.

You can use similar functionality for your Google Maps Platform license (including reporting by channel) in the Cloud Console’s billing reports. For more information, visit the Google Maps documentation.

Note: Premium Plan customers who still have an active license but are unable to view Billing Reports will need to contact support to get usage reports once the Google Cloud Support Portal is deprecated.

Where can I see my Google Maps Platform Analytics reports?

Google Maps Platform Analytics reports show the interaction of your end users with your Google Maps JavaScript API-based maps. These reports are not and will not be available in the Cloud Console. In order to obtain such insights in the future, you need to implement custom event reports in another tool, such as Google Analytics.

Project Owner
Project Editor
Project Viewer
Role: Tech
Support Editor
Role: Billing
Account Admin
Role: Billing
Account Viewer