Google Cloud Support Portal Shutdown FAQ

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

The Google Cloud Support Portal is being shut down.

By February 15, 2021, client ID management will be migrated to the Google Cloud Console. Once this happens, 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.

On March 31, 2021, the Google Cloud Support Portal will be shut down. No one will be able to log in to it, and clients must begin using the Cloud Console for all tasks previously done in the Cloud Support Portal.

General information

Support 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 portal shutdown, sign in and get familiar with the Cloud Console, and begin assigning roles to your users.

Project Owner
Project Editor
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
Project billing reports
Account billing reports
  • 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 2020, only Billing Administrators will have permissions to create these types of cases.

How can I access the Cloud Console?

To access the Cloud Console, 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. Alternately, you can create a new Google Account.

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.
  3. If you don’t know who the Project Owner is, or the Project Owner is unavailable, contact the Maps support team 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 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.

Other questions

Where can I manage my client ID?

Client ID management will be migrated to the Cloud Console on February 15, 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.