# Google Maps Platform Support and Resources

**Google Maps Platform** is a set of APIs and SDKs that lets developers embed
features such as Maps, Routes, and Places in mobile apps and web pages. Use the
resources on this page to discover support services for Google Maps Platform, including
developer communities, technical guidance, and expert support.

- [## Search the documentation
  Get in-depth technical information, tutorials, and more.](https://developers.google.com/maps/documentation)
- [## View the FAQ
  Browse frequently asked questions for fast answers to common questions.](https://developers.google.com/maps/faq)
- [![](https://developers.google.com/static/site-assets/logo-stack-overflow.svg)
  ## Ask on Stack Overflow
  Get answers to technical questions from other Google Maps developers.](https://developers.google.com/maps/support#stackoverflow)
- [## Incidents and known issues
  Found a problem? See if it's already been reported.](https://developers.google.com/maps/support#incidents)
- [## Report a bug or feature request
  Want to report a bug in Google Maps Platform? Have a feature you'd love to see? Let us know!](https://developers.google.com/maps/support#issue_tracker)
- [![Maps icon](https://www.gstatic.com/images/branding/productlogos/maps_2025/v1/192px.svg)
  ## Incorrect Maps Data?
  Send feedback on Google Maps to fix an address, update business information, report a road issue, and more.](https://developers.google.com/maps/support#incorrect_data)
- [## Contact the support team
  Engage directly with our support team regarding issues and account questions.](https://developers.google.com/maps/support#contact-maps-support)

## Ask on StackOverflow

We use the popular programming Q\&A website
[Stack Overflow](https://stackoverflow.com/questions/tagged/google-maps)
to field technical questions about Google Maps Platform. Stack Overflow
is a collaboratively-edited question and answer site for programmers.
The site is not run by Google, but you can
[sign in](https://stackoverflow.com/users/login) using your
Google Account. Members of the Google Maps Platform team monitor several
Google Maps-related tags on Stack Overflow. It's a great place to ask
technical questions about developing and maintaining your app.

The table below provides links to the Google Maps Platform product
documentation, as well as links to Stack Overflow tagged for each API.

| Product Documentation | Coding Questions on Stack Overflow |
|---|---|
| [Address Validation API](https://developers.google.com/maps/documentation/address-validation/overview.md.txt) | [google-address-validation-api](https://stackoverflow.com/questions/tagged/google-address-validation-api) |
| [Aerial View API](https://developers.google.com/maps/documentation/aerial-view/overview.md.txt) | [google-aerial-view-api](https://stackoverflow.com/questions/tagged/google-aerial-view-api) |
| [Air Quality API](https://developers.google.com/maps/documentation/air-quality/overview.md.txt) | [google-air-quality-api](https://stackoverflow.com/questions/tagged/google-air-quality-api) |
| [Directions API (Legacy)](https://developers.google.com/maps/documentation/directions/start.md.txt) | [google-direction](https://stackoverflow.com/questions/tagged/google-direction) |
| [Distance Matrix API (Legacy)](https://developers.google.com/maps/documentation/distance-matrix/start.md.txt) | [google-distancematrix-api](https://stackoverflow.com/questions/tagged/google-distancematrix-api) |
| [Elevation API](https://developers.google.com/maps/documentation/elevation/start.md.txt) | [google-elevation-api](https://stackoverflow.com/questions/tagged/google-elevation-api) |
| [Geocoding API](https://developers.google.com/maps/documentation/geocoding/start) | [google-geocoding-api](https://stackoverflow.com/questions/tagged/google-geocoding-api) |
| [Geolocation API](https://developers.google.com/maps/documentation/geolocation/overview.md.txt) | [google-geolocation](https://stackoverflow.com/questions/tagged/google-geolocation) |
| [Cloud-based maps styling (Maps Customization)](https://developers.google.com/maps/documentation/javascript/cloud-customization/overview) | [google-maps](https://stackoverflow.com/questions/tagged/google-maps) |
| [Maps 3D SDK for Android](https://developers.google.com/maps/documentation/maps-3d/android-sdk) | [google-maps-android-3d](https://stackoverflow.com/questions/tagged/google-maps-android-3d) |
| [Maps 3D SDK for iOS](https://developers.google.com/maps/documentation/maps-3d/ios-sdk) | [google-maps-ios-3d](https://stackoverflow.com/questions/tagged/google-maps-ios-3d) |
| [Maps JavaScript API](https://developers.google.com/maps/documentation/javascript/tutorial) | [google-maps-api-3](https://stackoverflow.com/questions/tagged/google-maps-api-3) |
| [Maps SDK for Android](https://developers.google.com/maps/documentation/android-sdk/overview.md.txt) | [google-maps-android-api-2](https://stackoverflow.com/questions/tagged/google-maps-android-api-2) |
| [Maps SDK for iOS](https://developers.google.com/maps/documentation/ios-sdk/overview.md.txt) | [google-maps-sdk-ios](https://stackoverflow.com/questions/tagged/google-maps-sdk-ios) |
| [Map Tiles API](https://developers.google.com/maps/documentation/tile) | [google-map-tiles-api](https://stackoverflow.com/questions/tagged/google-map-tiles-api) |
| [Maps Embed API](https://developers.google.com/maps/documentation/embed/guide) | [google-maps-embed](https://stackoverflow.com/questions/tagged/google-maps-embed) |
| [Maps Datasets API](https://developers.google.com/maps/documentation/datasets) | [google-maps](https://stackoverflow.com/questions/tagged/google-maps) |
| [Maps Static API](https://developers.google.com/maps/documentation/maps-static/overview.md.txt) | [google-static-maps](https://stackoverflow.com/questions/tagged/google-static-maps) |
| [Maps URLs](https://developers.google.com/maps/documentation/urls/guide) | [google-maps-urls](https://stackoverflow.com/questions/tagged/google-maps-urls) |
| [Navigation SDK for Android](https://developers.google.com/maps/documentation/navigation/android-sdk) | [google-nav-sdk+android](https://stackoverflow.com/questions/tagged/google-nav-sdk+android) |
| [Navigation SDK for iOS](https://developers.google.com/maps/documentation/navigation/ios-sdk) | [google-nav-sdk+ios](https://stackoverflow.com/questions/tagged/google-nav-sdk+ios) |
| [Places API](https://developers.google.com/maps/documentation/places/web-service/overview.md.txt) | [google-places-api+web-services](https://stackoverflow.com/questions/tagged/google-places-api+web-services) |
| [Places JavaScript library](https://developers.google.com/maps/documentation/javascript/place.md.txt) | [google-maps-api-3](https://stackoverflow.com/questions/tagged/google-maps-api-3), [google-places-api](https://stackoverflow.com/questions/tagged/google-places-api) |
| [Places SDK for Android](https://developers.google.com/maps/documentation/places/android-sdk/start) | [google-places-api+android](https://stackoverflow.com/questions/tagged/google-places-api+android) |
| [Places SDK for iOS](https://developers.google.com/maps/documentation/places/ios-sdk/start) | [google-places-api+ios](https://stackoverflow.com/questions/tagged/google-places-api+ios) |
| [Places Aggregate API](https://developers.google.com/maps/documentation/places-aggregate/overview.md.txt) | [google-places-aggregate-api](https://stackoverflow.com/questions/tagged/google-places-aggregate-api) |
| [Pollen API](https://developers.google.com/maps/documentation/pollen/overview.md.txt) | [google-pollen-api](https://stackoverflow.com/questions/tagged/google-pollen-api) |
| [Roads API](https://developers.google.com/maps/documentation/roads/overview.md.txt) | [google-roads-api](https://stackoverflow.com/questions/tagged/google-roads-api) |
| [Routes API](https://developers.google.com/maps/documentation/routes/overview) | [google-routes-api](https://stackoverflow.com/questions/tagged/google-routes-api) |
| [Solar API](https://developers.google.com/maps/documentation/solar/overview.md.txt) | [google-solar-api](https://stackoverflow.com/questions/tagged/google-solar-api) |
| [Street View Static API](https://developers.google.com/maps/documentation/streetview/overview.md.txt) | [google-street-view](https://stackoverflow.com/questions/tagged/google-street-view) |
| [Time Zone API](https://developers.google.com/maps/documentation/timezone/start) | [google-maps-timezone](https://stackoverflow.com/questions/tagged/google-maps-timezone) |
| [Weather API](https://developers.google.com/maps/documentation/weather/overview.md.txt) | [google-weather-api](https://stackoverflow.com/questions/tagged/google-weather-api) |

#### If you post a new question on Stack Overflow, please consider the following:

- **Before posting**, please search the group to see if someone has already answered your question. You can search from the group homepage.
- **Be very clear** about your question in the subject --- it helps those trying to answer your question as well as those who may be looking for information in the future.
- **Give plenty of details** in your post to help others understand your problem. Consider including code snippets, logs, or links to screenshots.
- **Please include a code snippet that demonstrates the
  problem.** Most people will not debug errors in your code without a simple sample that easily reproduces the problem. If you find it difficult to host your code online, use a service like [JSFiddle](https://jsfiddle.net/).
- **Read the [Stack Overflow FAQ](https://stackoverflow.com/faq)** . Follow the community site's guidelines and tips to help ensure an answer to your question. For further guidance on how to ask questions on Stack Overflow, please review these Help Center articles:
  - [How do I ask a good question?](https://stackoverflow.com/help/how-to-ask)
  - [What topics can I ask about here?](https://stackoverflow.com/help/on-topic)

<br />

[Ask a new question](https://stackoverflow.com/questions/ask?tags=google-maps)

*** ** * ** ***

## Incidents and known issues

Check the following resources for current issues impacting Google Maps Platform:

- The [Google Maps Platform Public Status Dashboard](https://status.cloud.google.com/maps-platform/) provides status information on the products that are generally available and covered by the Google Maps Platform SLA. You can check this dashboard to view the current status of any of those services. You can even click [View History](https://status.cloud.google.com/maps-platform/summary) to see incidents that occurred over the past 365 days. Incidents shown on the dashboard are classified as either Service Outage, Service Disruption, or Service Information, depending on their severity. Note that all incidents are first verified by our support engineers, so there may be a slight delay from the time they were first detected. Incidents that appear on the Maps Public Status Dashboard will surface on the Google Maps Platform status card in the [Google Maps Platform Support](https://console.cloud.google.com/google/maps-apis/support) section of the Google Cloud console, including information and a link to the incident on the Public Status Dashboard.
- Our Issue Tracker maintains a list of open [known issues](https://issuetracker.google.com/savedsearches/5050992). The Issue Tracker includes technical issues that may not be severe enough to be surfaced in the Public Status Dashboard. This is where you can easily view Google-acknowledged bugs and add your own comments to help our teams investigate or identify workarounds.
  - For Google Earth users, use the [Google Earth Issue
    Tracker](https://issuetracker.google.com/issues/new?component=2257844) to follow Google-acknowledged bugs. To report a bug, [submit in-product feedback](https://developers.google.com/maps/documentation/earth/google-earth-feedback.md.txt).

For more information on how Google Maps Platform incidents are managed, see our article on
[Incident Management](https://developers.google.com/maps/incident-management.md.txt)

*** ** * ** ***

## Report a bug or feature request

If you think you may have found a bug, or if you have a feature request that
you would like to share with the Google Maps Platform team, please file a bug
or feature request in our **Issue Tracker**.

[Enhanced Support](https://developers.google.com/maps/support.md.txt#enhanced) customers and Google Maps
Platform Partners should [create a support case](https://developers.google.com/maps/support.md.txt#contact-maps-support)
instead of creating issues in the Issue Tracker. This will ensure adequate response and
resolution times.

If you are submitting a bug, please include a sample that demonstrates the
problem to help us reproduce exactly what you are seeing.

| All Issues per API | Report a Bug | Submit a Feature Request |
|---|---|---|
| [3D Maps in Maps JavaScript API](https://issuetracker.google.com/savedsearches/6789079) | [Bug Report](https://issuetracker.google.com/issues/new?component=1502222&template=1993238) | [Feature Request](https://issuetracker.google.com/issues/new?component=1502222&template=1993136) |
| [Address Validation API](https://issuetracker.google.com/savedsearches/6330182) | [Bug Report](https://issuetracker.google.com/issues/new?component=1230534&template=1727621) | [Feature Request](https://issuetracker.google.com/issues/new?component=1230534&template=1727430) |
| [Aerial View API](https://issuetracker.google.com/savedsearches/6479360) | [Bug Report](https://issuetracker.google.com/issues/new?component=1347175&template=1810911) | [Feature Request](https://issuetracker.google.com/issues/new?component=1347175&template=1810912) |
| [Air Quality API](https://issuetracker.google.com/savedsearches/6534431) | [Bug Report](https://issuetracker.google.com/issues/new?component=1390133&template=1842697) | [Feature Request](https://issuetracker.google.com/issues/new?component=1390133&template=1842723) |
| [Directions API (Legacy)](https://issuetracker.google.com/savedsearches/5050143) | [Bug Report](https://issuetracker.google.com/issues/new?component=188841&template=787416) | [Feature Request](https://issuetracker.google.com/issues/new?component=188841&template=789306) |
| [Distance Matrix API (Legacy)](https://issuetracker.google.com/savedsearches/5050145) | [Bug Report](https://issuetracker.google.com/issues/new?component=188832&template=787712) | [Feature Request](https://issuetracker.google.com/issues/new?component=188832&template=788014) |
| [Elevation API](https://issuetracker.google.com/savedsearches/5050147) | [Bug Report](https://issuetracker.google.com/issues/new?component=188852&template=788209) | [Feature Request](https://issuetracker.google.com/issues/new?component=188852&template=787417) |
| [Geocoding API](https://issuetracker.google.com/savedsearches/558483) | [Bug Report](https://issuetracker.google.com/issues/new?component=188871&template=788905) | [Feature Request](https://issuetracker.google.com/issues/new?component=188871&template=788906) |
| [Geolocation API](https://issuetracker.google.com/savedsearches/5050149) | [Bug Report](https://issuetracker.google.com/issues/new?component=188847&template=787419) | [Feature Request](https://issuetracker.google.com/issues/new?component=188847&template=789307) |
| [Map Tiles API](https://issuetracker.google.com/savedsearches/6470023) | [Bug Report](https://issuetracker.google.com/issues/new?component=1198620&template=1694520) | [Feature Request](https://issuetracker.google.com/issues/new?component=1198620&template=1694549) |
| [Maps Customization (Cloud-based maps styling)](https://issuetracker.google.com/savedsearches/6572681) | [Bug Report](https://issuetracker.google.com/issues/new?component=1415514&template=1863115) | [Feature Request](https://issuetracker.google.com/issues/new?component=1415514&template=1863479) |
| [Maps Datasets API](https://issuetracker.google.com/savedsearches/6483918) | [Bug Report](https://issuetracker.google.com/issues/new?component=1356770&template=1817518) | [Feature Request](https://issuetracker.google.com/issues/new?component=1356770&template=1817286) |
| [Maps 3D SDK for Android](https://issuetracker.google.com/savedsearches/7452691) | [Bug Report](https://issuetracker.google.com/issues/new?component=1773061&template=2117518) | [Feature Request](https://issuetracker.google.com/issues/new?component=1773061&template=2117700) |
| [Maps 3D SDK for iOS](https://issuetracker.google.com/savedsearches/7479597) | [Bug Report](https://issuetracker.google.com/issues/new?component=1773063&template=2117650) | [Feature Request](https://issuetracker.google.com/issues/new?component=1773063&template=2117675) |
| [Maps Embed API](https://issuetracker.google.com/savedsearches/5050148) | [Bug Report](https://issuetracker.google.com/issues/new?component=188814&template=787418) | [Feature Request](https://issuetracker.google.com/issues/new?component=188814&template=788210) |
| [Maps JavaScript API](https://issuetracker.google.com/issues?q=status:open+componentid:188853&s=created_time:desc) | [Bug Report](https://issuetracker.google.com/issues/new?component=188853&template=788207) | [Feature Request](https://issuetracker.google.com/issues/new?component=188853&template=787814) |
| [Maps SDK for Android](https://issuetracker.google.com/issues?q=componentid:188870%2B+status:open) | [Bug Report](https://issuetracker.google.com/issues/new?component=188870&template=788712) | [Feature Request](https://issuetracker.google.com/issues/new?component=188870&template=788012) |
| [Maps SDK for iOS](https://issuetracker.google.com/savedsearches/5050151) | [Bug Report](https://issuetracker.google.com/issues/new?component=188833&template=789005) | [Feature Request](https://issuetracker.google.com/issues/new?component=188833&template=787421) |
| [Maps Static API](https://issuetracker.google.com/savedsearches/558517) | [Bug Report](https://issuetracker.google.com/issues/new?component=188843&template=789108) | [Feature Request](https://issuetracker.google.com/issues/new?component=188843&template=787424) |
| [Maps URLs](https://issuetracker.google.com/savedsearches/578484) | [Bug Report](https://issuetracker.google.com/issues/new?component=195646&template=861105) | [Feature Request](https://issuetracker.google.com/issues/new?component=195646&template=861509) |
| [Navigation SDK for Android](https://issuetracker.google.com/savedsearches/5003348) | [Bug Report](https://issuetracker.google.com/issues/new?component=310991&template=1010442) | [Feature Request](https://issuetracker.google.com/issues/new?component=310991&template=1010443) |
| [Navigation SDK for iOS](https://issuetracker.google.com/savedsearches/5003348) | [Bug Report](https://issuetracker.google.com/issues/new?component=310991&template=1010442) | [Feature Request](https://issuetracker.google.com/issues/new?component=310991&template=1010443) |
| [Places API](https://issuetracker.google.com/savedsearches/558482) | [Bug Report](https://issuetracker.google.com/issues/new?component=188872&template=787713) | [Feature Request](https://issuetracker.google.com/issues/new?component=188872&template=789309) |
| [Places JavaScript library](https://issuetracker.google.com/issues?q=status:open+componentid:188853&s=created_time:desc) | [Bug Report](https://issuetracker.google.com/issues/new?component=188853&template=788207) | [Feature Request](https://issuetracker.google.com/issues/new?component=188853&template=787814) |
| [Places SDK for Android](https://issuetracker.google.com/savedsearches/5466581) | [Bug Report](https://issuetracker.google.com/issues/new?component=188846&template=789305) | [Feature Request](https://issuetracker.google.com/issues/new?component=188846&template=787414) |
| [Places SDK for iOS](https://issuetracker.google.com/savedsearches/5050150) | [Bug Report](https://issuetracker.google.com/issues/new?component=188842&template=788908) | [Feature Request](https://issuetracker.google.com/issues/new?component=188842&template=788212) |
| [Places Aggregate API](https://issuetracker.google.com/savedsearches/6985276) | [Bug Report](https://issuetracker.google.com/issues/new?component=1624013&template=2026178) | [Feature Request](https://issuetracker.google.com/issues/new?component=1624013&template=2026519) |
| [Pollen API](https://issuetracker.google.com/issues?q=status:open+type:bug+componentid:1424810) | [Bug Report](https://issuetracker.google.com/issues/new?component=1424810&template=1870338) | [Feature Request](https://issuetracker.google.com/issues/new?component=1424810&template=1870311) |
| [Roads API](https://issuetracker.google.com/savedsearches/5050154) | [Bug Report](https://issuetracker.google.com/issues/new?component=1244012&template=1732357) | [Feature Request](https://issuetracker.google.com/issues/new?component=1244012&template=1733024) |
| [Routes API](https://issuetracker.google.com/savedsearches/6331347) | [Bug Report](https://issuetracker.google.com/issues/new?component=188848&template=788909) | [Feature Request](https://issuetracker.google.com/issues/new?component=188848&template=787423) |
| [Street View Static API](https://issuetracker.google.com/savedsearches/5050155) | [Bug Report](https://issuetracker.google.com/issues/new?component=188843&template=789108) | [Feature Request](https://issuetracker.google.com/issues/new?component=188843&template=787424) |
| [Solar API](https://issuetracker.google.com/issues?q=status:open+type:bug+componentid:1356349) | [Bug Report](https://issuetracker.google.com/issues/new?component=1356349&template=1817492) | [Feature Request](https://issuetracker.google.com/issues/new?component=1356349&template=1819865) |
| [Time Zone API](https://issuetracker.google.com/savedsearches/5050156) | [Bug Report](https://issuetracker.google.com/issues/new?component=188854&template=788213) | [Feature Request](https://issuetracker.google.com/issues/new?component=188854&template=788019) |
| [Weather API](https://issuetracker.google.com/savedsearches/7080893) | [Bug Report](https://issuetracker.google.com/issues/new?component=1738081&template=2096403) | [Feature Request](https://issuetracker.google.com/issues/new?component=1738081&template=2096404) |

| Issue tracker status codes ||
|---|---|
| New | This issue/feature request has not been triaged. |
| Assigned | The issue is being reviewed. |
| In Progress (Accepted) | The issue has been reviewed and is considered valid. Note that this does not imply that it will be fixed or the feature request implemented in the foreseeable future. See the [priority section](https://developers.google.com/maps/support.md.txt#issue-priorities) below for more information. |
| Fixed | The issue is resolved and its availability is imminent. |
| Fixed (Verified) | The issue has been resolved and its availability in a release has been confirmed. |
| Won't fix (Not reproducible) | There is either not enough information to fix the issue, or the issue as reported cannot be re-created. |
| Won't fix (Intended behavior) | The issue describes the expected behavior of the product under the reported circumstances. |
| Won't fix (Obsolete) | The issue is no longer relevant due to changes in the product. |
| Won't fix (Infeasible) | The issue requires changes that cannot be implemented in the foreseeable future. |
| Duplicate | This report duplicates an existing issue. |

#### **Issue priorities**


The priority assigned to an issue is the best indicator of when it might be addressed. Higher
priority issues (such as P1 and P2) are investigated and resolved more quickly, while lower
priority issues (such as P3 and P4) and feature requests may take longer to address or may not be
implemented in the foreseeable future. The assigned priority of an issue may change over time
based on product priorities, feasibility, and available resources.

## Incorrect Maps data

You can report problematic data on the Google Maps application at
[How to send us feedback in Google Maps](https://support.google.com/maps/answer/3094045).

As a Maps Platform developer, you can also [Contact Support](https://developers.google.com/maps/support.md.txt#contact-maps-support) to
report data issues. Support for complex issues (for example, systematic issues or situations where
the expected behavior is unclear) requires
[Enhanced Support](https://developers.google.com/maps/support.md.txt#request-assistance-with-a-map-data-quality-issue).

## Decide on the right support service

Google highly recommends that you have support set up before you need it.
[Compare support services](https://developers.google.com/maps/support/care.md.txt).

To find the level of support you currently have for Google Maps Platform:

1. Go to [Google Maps Platform Support](https://console.cloud.google.com/google/maps-apis/support) in the Google Cloud Console.
2. Your support service is shown near the bottom of the page.

### Enhanced support

Enhanced Support offers 1-hour initial response time for Critical Impact issues 24x7, escalation
case privileges, investigation into more complex map data issues,
and more. The Enhanced Support service is
designed for those who are looking for fast responses
around the clock, and additional services to run their Google Maps Platform workloads in
production. See [Google Maps Platform Customer Care](https://developers.google.com/maps/support/care.md.txt)
for more information.

### Sign up for, or cancel, a support service

Only Billing Administrators can change the selected support service, since it
will apply to all projects linked to your current Google Cloud Billing account.

To sign up for, or cancel, a support service
[contact sales](https://cloud.google.com/contact-maps).

## Contact the Google Maps Platform support team

The Google Maps Platform support team provides both Technical and Billing
support. For billing issues related to your use of
Google Maps Platform services, please contact the
Google Maps Platform support team instead of the
[Cloud Billing Support](https://cloud.google.com/billing/docs/support) team.

If you find that your questions have not been answered on
[Stack Overflow](https://stackoverflow.com/questions/tagged/google-maps) or the
[Issue Tracker](http://issuetracker.google.com), please visit the
[Google Maps Platform Support](https://console.cloud.google.com/google/maps-apis/support) page within the
Cloud console.

From the Google Maps Platform Support page, you can
[create new support cases](https://console.cloud.google.com/google/maps-apis/support/createcase) and
[view](https://developers.google.com/maps/support.md.txt#view-cases), [resolve](https://developers.google.com/maps/support.md.txt#resolving-a-case), or
[escalate](https://developers.google.com/maps/support.md.txt#escalating-a-case) existing cases.

> [!NOTE]
> Some Support features are available only to [Enhanced Support](https://developers.google.com/maps/support.md.txt#enhanced) customers. Learn more about [Google Maps Platform Customer Care options](https://developers.google.com/maps/support/care.md.txt).

To manage cases in the Google Maps Platform console, you will need to have one of the
following roles:

- Project Owner
- Project Editor
- Tech Support Editor
- Tech Support Viewer

The Tech Support Viewer role is only able to view case information and cannot interact with or
update the case in any way.

To learn more about these roles, including how to apply them, see
[Grant support access](https://developers.google.com/maps/support.md.txt#grant-support-access). [View a comparison
of the roles](https://developers.google.com/maps/roles) mentioned in the Google Maps Platform documentation.

### Create a support case

Project Owners, Project Editors, and Tech Support Editors can create support cases. If you don't have one
of these roles, contact your Project Owner or Organization Admin to [get access](https://developers.google.com/maps/support.md.txt#grant-support-access).

> [!NOTE]
> Before you create a support case, you must have a valid billing account and have at least one Google Maps Platform API enabled on your project. Go to the [Billing page](https://console.cloud.google.com/project/_/billing) of the Cloud console to ensure you have a valid billing account and visit the [Marketplace](https://console.cloud.google.com/marketplace/browse?filter=solution-type:service&filter=category:maps) to enable an API on your project.

1. Visit the Google Maps Platform Support [Create a Case](https://console.cloud.google.com/google/maps-apis/support/createcase) page in the Cloud console.
   - Alternatively, you can click the 'Create Case' button at the top of the [Google Maps Platform Support](https://console.cloud.google.com/google/maps-apis/support) page.
2. Select the **project** related to your question in the top dropdown bar of the Cloud console.
3. Fill out the form in detail.
4. Once your case is created, you can correspond with Support via Email.

### Manage your cases

View, resolve, or escalate your support cases from the Cloud console. Please
communicate with support on your cases by responding to case emails. In the future, you can look
forward to replying to cases in the Cloud console.

#### View cases

Your cases are visible on the
[Cases page](https://console.cloud.google.com/google/maps-apis/support/cases), while your most recent cases are also visible on
the [Google Maps Platform Support Overview](https://console.cloud.google.com/google/maps-apis/support) page, which you
can use to go to the Cases page. Select any case to see its details and interact
with Google Maps Platform Support.

Cases are scoped to the selected project, so you will only see cases that were created within
that project. If you have multiple projects and cannot find an expected support case, check to see
if you are viewing the project from where you originally created the support case.

#### Resolve a case

If your case no longer requires support, you can either inform Support via email or you
can click the 'Resolve' button at the top of the Case Details page for your case.

### Grant support access

A Project Owner or an Organization Admin can grant all available
[roles](https://cloud.google.com/iam/docs/roles-overview#role-types)
from the IAM page.

1. [Open the IAM page](https://console.cloud.google.com/iam-admin/iam) in the Cloud console.
2. Select **Select a project** \> choose a project from the dropdown \> **Open**.
3. Select **Add** , then enter the new member's email address.
   - You can add individuals, service accounts, or Google Groups as members, but every project must have at least one individual as a member.
4. Select the member's role. For best security practices, we strongly recommend giving the member the lowest permissions needed. Members with **Project Owner** permissions are able to manage all aspects of the project, including shutting it down.
   - To grant **Project Owner** or **Project Editor** permissions, choose the appropriate role under **Project**.
   - To limit a member's permissions to filing technical support cases, choose the **Tech
     Support Editor** role under **Support**.
5. Save your changes.

### Contact Billing Support as a Billing Admin

The **Billing Admin** role does not grant permissions to create support cases on its
billing account, because access to Support (Tech or Billing) is based on project permissions, and
is granted to **Project Owners** , **Project Editors** , or **Tech
Support Editors** on a project tied to the billing account. If you do not have access to any
project tied to the billing account:

1. Create a new project. You are automatically assigned the **Project Owner** role for this project.
2. Enable billing on your new project, using the billing account used for your group's other projects.
3. Enable a Google Maps Platform API from this new project.

Learn how to [create a project, enable billing for it,
and enable an API](https://developers.google.com/maps/get-started#create-project).

Since you are the Project Owner for this new project, you have access to Google Maps Platform API support
case creation from that new project and can make inquiries about the billing account attached to it.

### Support response times

Support response times are indicated in the table below (resolution times may vary):

| Priority level | Example situations | Standard Support response time | Enhanced Support response time |
|---|---|---|---|
| **Critical Impact - Service Unusable in Production** (Applies only to Google Maps Platform services marked as [General Availability](https://developers.google.com/maps/launch-stages.md.txt).) | Your situation matches all the following criteria: - Your product or service is unusable in production, or business impact is critical (for example, revenue loss). - No workaround is available that can be quickly implemented (less than 30 minutes). | 1 hour on weekdays, excluding [regional holidays](https://support.google.com/googlecloud/answer/6047804) | 1 hour on weekdays and weekends |
| **High Impact - Service Severely Impaired** (Applies only to Google Maps Platform services marked as [General Availability](https://developers.google.com/maps/launch-stages.md.txt).) | Your product or service is degraded in production, having a noticeable rate of user-facing errors. Business impact is moderate (for example, danger of revenue loss or productivity decrease). A workaround to mitigate critical business impact is available and can be quickly implemented. | 24 hours on weekdays | 4 hours on weekdays and weekends |
| **Medium Impact - Service Partially Impaired** | The issue is limited in scope and/or severity. The issue has no user-visible impact. Business impact is low (for example, inconvenience or minor business processes affected). | 24 hours on weekdays | 24 hours on weekdays |
| **Low Impact - Service Fully Usable** | Little to no business or technical impact. | 24 hours on weekdays | 24 hours on weekdays |

#### Privacy inquiries

For questions related to data privacy and protection, you can contact us using the
[Data Privacy Inquiry Form](https://support.google.com/cloud/contact/maps_api_privacy).

### Escalate a case

> [!NOTE]
> **Note:** Case escalation is available only to [Enhanced Support](https://developers.google.com/maps/support.md.txt#enhanced) subscribers.

If you think that your case is not being handled optimally, you can escalate the case. An
escalation manager will review your case to ensure that it is handled properly. Escalation
managers can provide additional expertise or better prioritize a case based on business
requirements, but they cannot grant exceptions to policies or terms of service.

One hour after a case is first submitted, you may escalate it. Use the Escalate button found
in the footer of your support emails, in the case creation confirmation email, or in any response
to the case. You can also click the 'Escalate' button at the top of the Case Details page for your
case.

### Request video conferencing

> [!NOTE]
> **Note:** Video conferencing is available only to [Enhanced Support](https://developers.google.com/maps/support.md.txt#enhanced) subscribers.

If you think that your case would benefit from a voice/video conference to aid in communication
and issue resolution, open a Technical support case and request a video call,
describing a meeting objective, and offer possible times (including time zone). Upon
receiving a request, Google Maps Platform Support will schedule a session using
Google Meet or a videoconferencing system of your choosing.

### Request an SLA incident report

> [!NOTE]
> **Note:** Requesting incident reports is available only to [Enhanced Support](https://developers.google.com/maps/support.md.txt#enhanced) subscribers.

If you have experienced an incident that breached the

[Google Maps Platform Service Level Agreement (SLA)](https://cloud.google.com/maps-platform/terms/sla),

you can open a Technical support case to request an
incident report. If you had opened a support case during the incident, you can make a
request for an incident report on that case, rather than opening a new case.
The incident report will include information about the impact and mitigation of the
incident, and prevention steps that are taken to avoid such incidents in the future.

### Request Assistance with a map data quality issue

> [!NOTE]
> **Note:** Assistance with map data quality issues is available only to [Enhanced Support](https://developers.google.com/maps/support.md.txt#enhanced) subscribers.

If you have a complex issue around map data quality that requires investigation
(such as a potential missing address or inaccurate address data), open a Technical support
case and request a complex map data investigation. In your case, include details about
the map data quality issue. Upon receiving a request, Google Maps Platform Support will
engage with you to investigate the map data quality issue, and Google may make corresponding
data changes.

## Staying informed

Google Cloud [project owners](https://cloud.google.com/iam/docs/roles-overview#basic-
definitions) receive emails about backwards incompatible
changes, mandatory migrations, legal, billing, and security issues that may affect their projects.
To receive proactive notifications about such changes that might impact your project,
[assign the owner role](https://cloud.google.com/iam/docs/granting-changing-revoking-access) with a monitored email address for each of your projects.
Additionally, we recommend adding
[Essential
Contacts](https://cloud.google.com/resource-manager/docs/managing-notification-contacts#managing-individual) to receive notifications in other [categories](https://cloud.google.com/resource-manager/docs/managing-notification-contacts#notification-categories).

Here are some other ways to stay up to date with Google Maps Platform:

- The [Maps Public Status Dashboard](https://status.cloud.google.com/maps-platform/) tracks the availability and status of the Google Maps Platform APIs. It is the first place to check when you discover an issue is affecting you. The dashboard shows incidents that affect many customers, so if you see an incident listed it is likely related to your problem.
- Use the **RSS Feed** or **JSON History** links at the bottom of the [Maps Public Status Dashboard](https://status.cloud.google.com/maps-platform/) to view a feed of current and past incidents. Every post to the Dashboard will trigger a post to the feed. To keep you updated, each post to the feed will include all the messages and updates pertaining to the corresponding Dashboard event. That way you won't need to dig through your feed history to piece together how things are progressing. RSS feeds are published in XML format. Browser extensions such as [RSS Subscription Extension (by Google)](https://chrome.google.com/webstore/detail/rss-subscription-extensio/nlbjncdgjeocebhnmkbbbdekmmmcbfjd/) allow you to preview the feed content and subscribe through your favorite RSS reader. JSON History is a [JSON Web Feed](https://jsonfeed.org/) of past incidents. A range of software libraries and web frameworks [support](https://en.wikipedia.org/wiki/JSON_Feed) content syndication via JSON Feed.
- Subscribe to our Google Groups to stay up to date with changes, outages, and other announcements.
  - [google-maps-platform-notifications](https://groups.google.com/a/googlemaps.community/forum/#!forum/google-maps-platform-notifications): Technical updates about Google Maps Platform APIs and web services, outage notifications, and platform feature announcements (\~3-5 per month).
  - [google-maps-js-api-v3-notify](https://groups.google.com/forum/#!forum/google-maps-js-api-v3-notify): New releases of the Google Maps JavaScript API (\~4 messages per year).
- The [Google Maps Platform Blog](https://mapsplatform.google.com/resources/blog) is a useful source of news and updates across all of Google's Geo developer products.
- The [Google Cloud Blog](https://cloud.google.com/blog/) provides updates on all Google Cloud products, including the Google Maps Platform.
- Subscribe to the [Google Maps Platform YouTube channel](https://www.youtube.com/googlemapsplatform) for news announcements, developer tips, and featured developer stories.
  - Learn how to get the most out of our APIs and SDKs with our developer best practice videos in the [Google Maps Platform Geocasts playlist](https://www.youtube.com/playlist?list=PL2rFahu9sLJ0pXNXfSiBlwqK4UidLIQWJ).
  - Focus on the latest features and product announcements with the [What's New on Google Maps Platform playlist](https://www.youtube.com/playlist?list=PL2rFahu9sLJ2MpkdTmO4FxYmLZeEnt3mx).

## Terms of use

For your reference, here are the documents relating to your usage:

- [Terms of Service](https://cloud.google.com/maps-platform/terms/): Describes your rights and obligations as a Google Maps Platform customer.