Google Maps Platform Support and Resources
Discover support services for the Google Maps Platform, including developer communities, technical guidance, and expert support.
Looking for help with Google Maps? Please visit the Google Maps Help Center.
Search the documentation
Get in-depth technical information, tutorials, and more.
View the FAQ
Browse frequently asked questions for fast answers to common questions.
Ask on Stack Overflow
Get answers to technical questions from other Maps Platform developers.
Incidents and known issues
Found a problem? See if it's already been reported.
Report a bug or feature request
Want to report a bug in the Maps Platform? Have a feature you'd love to see? Let us know!
Contact the support team
Engage directly with our support team regarding issues and account questions.
Ask on StackOverflow
We use the popular programming Q&A website Stack Overflow to field technical questions about the 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 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.
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.
- Read the Stack Overflow 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:
Ask a new question
Incidents and known issues
Check the following resources for current issues impacting Google Maps Platform:
- The Google Maps Public Status Dashboard 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’ to see incidents that occurred over the past 365 days. Incidents shown on the dashboard are classified as either Disruptions, Outages, or Minor incidents, 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 actually occurred.
- Our public Issue Tracker maintains a list of open known issues. The issue tracker includes technical issues that would 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. In the event we experience an outage, a banner message will appear in the Maps Support section of the Google Cloud Console, with a link to the issue tracker for more information on the issue.
For more information on how Google Maps Platform incidents are managed, see our article on Incident Management
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.
If you are submitting a bug, please include a sample that demonstrates the problem to help us reproduce exactly what you are seeing.
|Issue tracker status codes|
|New||This issue/feature request has not been triaged.|
|Assigned||The issue has a person assigned to it.|
|Accepted||The issue has been acknowledged by the assignee, who will provide updates when active investigations begin.|
|Fixed||The issue is resolved in a released version.|
|Fixed (Verified)||The issue has been addressed and the correctness of the fix 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 tracker triaged codes|
|PendingFurtherReview||This issue has passed initial triage and is waiting for priority review.|
|NeatIdea||Feature request is acknowledged. We are currently evaluating this request but do not have any plans to implement it. Please star to vote and comment to discuss your use case.|
|NeedsMoreInfo||This issue/feature request requires more information from the reporter.|
Visit the Google Cloud Support Portal Shutdown FAQ for more information on the changes impacting the support experience.
Contacting the support team
Creating 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.
- Visit the Google Maps Platform Support page in the Cloud Console.
- Select the project related to your question, in the top dropdown bar of the
- To file a technical support case, you must have a Project Owner, Project Editor, or Tech Support Editor role.
- To file a billing support case, you must have a Project Owner or Project Editor role.
- Fill out the fields in detail on the Create a new support case section. It may take a minute to create your case.
Granting support access
A Project Owner or an Organization Admin can grant all available roles from the IAM page.
- Open the IAM page in the Cloud Console.
- Select Select a project > choose a project from the dropdown > Open.
- 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.
- 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.
- Save your changes.
Escalating a case
If you think that your case is not being handled optimally, you can escalate the case. An escalation manager will review your case and make sure it is handled properly.
Note: Escalation managers can provide additional expertise or better prioritize a case based on business requirements. 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.
Support response times
Support response times are indicated in the table below (resolution times may vary):
|Severity level||Definition||Response time|
|Critical Impact - Service Unusable in Production||Critical functions of your production application aren't available with no workaround.||1 hour on weekdays, excluding regional holidays|
|High Impact - Service Severely Impaired||This issue is critically impacting a single user or critically impacting collaboration among users. Service does not work as expected, with no feasible workaround.||24 hours on weekdays|
|Medium Impact - Service Partially Impaired||Service does not work as expected but a workaround is easily available.||24 hours on weekdays|
|Low Impact - Service Fully Usable||Service does not work as desired, but functions (a workaround is not necessary).||24 hours on weekdays|
For questions related to data privacy and protection, you can contact us using the Data Privacy Inquiry Form.
Here are some other ways to stay up to date with the Google Maps Platform:
- The Maps Public Status Dashboard 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.
- Subscribe to our Google Groups to stay up to date with changes, outages, and other announcements.
- The Google Maps Platform Blog is a useful source of news and updates across all of Google's Geo developer products.
- The Google Cloud Blog provides updates on all Google Cloud products, including the Google Maps Platform.
- Subscribe to the Google Maps Platform YouTube channel for news announcements, developer tips, and featured developer stories.
For your reference, here are the documents relating to your usage:
- Terms of Service: Describes your rights and obligations as a Google Maps Platform customer.