**Important:** 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
- [Why is this happening?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#general-why)
- [What do I need to do?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#general-action)
- [How can I access the Cloud console?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#general-access)
- [How can I get access to my project?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#general-project)
#### Support questions
- [How can I contact support?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#support-contact)
- [Will the cases created in the Google Cloud Support Portal appear in the Cloud console?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#support-cases)
- [How can I add other users to a support case?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#support-other-users)
- [How can I escalate a case?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#support-escalate)
- [Can I change the severity of a case?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#support-severity)
- [Can I add attachments to a case?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#support-attachments)
#### Client ID questions
- [Where can I manage my client ID?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#where-client-id)
- [Who will be able to modify the list of authorized URLs, and pause or unpause client IDs?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#authorize-urls-pause-client-ids)
- [What does the pause button do?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#what-does-pause-do)
- [How can I see if I am using the client ID to authenticate with Google Maps Platform APIs?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#using-client-id-authenticate)
- [Why can't I see my client ID in the Cloud console?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#cant-see-client-id-in-cloud-console)
- [How can I view, add and remove all the authorized URLs associated with my client ID?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#view-add-remove-authorized-urls)
- [Where can I find my cryptographic key?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#find-cryptographic-key)
- [I'm using a cryptographic key, but it differs from the one on the
Cloud console. Is my key invalid?](https://developers.google.com/maps/premium/portal-shutdown-faq#different-crypto-key)
#### Other questions
- [Where can I see my Premium Plan usage reports?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#where-usage-reports)
- [Where can I see my Google Maps Platform Analytics reports?](https://developers.google.com/maps/premium/portal-shutdown-faq.md.txt#where-analytics-reports)
## General information
Why is this happening?
: We are replacing the Google Cloud Support Portal with the
[Google Maps Platform section](https://console.cloud.google.com/project/_/google/maps-apis/overview) 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](https://cloud.google.com/iam/docs/understanding-roles) to your users.
|---|---|---|---|---|---|---|
| | Role: Project Owner | Role: Project Editor | Role: Project Viewer | Role: Tech Support Editor | Role: Billing Account Admin | Role: Billing Account Viewer |
| Client ID management | ☓ | ☓ | | | | |
| Technical-issue support | ☓ | ☓ | | ☓ | | |
| Billing-issue support | | | | | ☓ | |
| [Project usage reports](https://developers.google.com/maps/reporting-and-monitoring/reporting.md.txt#usage-rpt) | ☓ | ☓ | ☓ | | ☓ | |
| [Project billing reports](https://developers.google.com/maps/reporting-and-monitoring/reporting.md.txt#billing-rpt) | ☓ | ☓ | ☓ | | ☓ | ☓ |
| [Account billing reports](https://developers.google.com/maps/reporting-and-monitoring/reporting.md.txt#billing-rpt) | | | | | ☓ | ☓ |
- **Client ID management tasks** includes authorizing domains for use with your client ID, adding and removing authorized domains, viewing the client ID crypto key, and more.
- **Technical issue support** includes tasks such as implementing and troubleshooting APIs, requesting quota increases, and escalating product issues to engineering.
- **Billing issue support** includes setting up billing accounts, understanding charges, changing project ownership, filing billing-related support cases, and other billing or charging tasks.
**Note:** 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.
How can I access the Cloud console?
: To access the [Cloud console](https://console.cloud.google.com/project/_/google/maps-apis/overview),
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, [recover
your username or password](https://support.google.com/accounts/answer/7682439). Alternately, you can [create
a new Google Account](https://support.google.com/accounts/answer/27441).
How do I get access to my project?
: 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:
1. Check if you have a different Google Account associated with the project.
2. Contact an existing Project Owner and ask them to [grant you access](https://cloud.google.com/iam/docs/granting-changing-revoking-access#granting-console).
3. If you don't know who the Project Owner is, or the Project Owner is unavailable, [contact the Maps support team](https://developers.google.com/maps/support.md.txt?utm_source=faq&utm_medium=contact_support) to explore additional options to recover the project.
## Support questions
How can I contact support?
: You can access support by visiting the
[Google Maps Platform Support](https://console.cloud.google.com/google/maps-apis/support) page in the Cloud Console. Learn how to [create
a support case](https://developers.google.com/maps/support#creating-a-support-case) on the Google Maps Platform Support and Resources page.
#### Issues getting access to your Cloud console
project?
If you have issues getting access to your Cloud console
project, you can also [temporarily
contact support using this form](https://support.google.com/cloud/contact/maps_technical_support). Response times will be slower
than in the Cloud console.
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](https://support.google.com/groups/answer/2464926?ref_topic=2458761).
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](https://console.cloud.google.com/project/_/google/maps-apis/credentials?utm_source=Docs_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](https://console.cloud.google.com/project/_/google/maps-apis/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](https://console.cloud.google.com/project/_/google/maps-apis/credentials?utm_source=Docs_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](https://console.cloud.google.com/project/_/google/maps-apis/credentials?utm_source=Docs_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](https://developers.google.com/maps/reporting-and-monitoring/reporting#billing-rpt).
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.