Suspended Google Cloud Project — no response 2 weeks later — Urgent

Hello,

This doesn’t appear to be the right forum for this.  You should read the public doc here https://support.google.com/cloud/answer/7002354

Hello ​@TonyH 

There is a bunch of topics around this created recently in this exact forum that has received answers från staff and other users. I don’t know where I should post this kind of question instead?

Appreciate the help.

Hi ​@fernandoredondo 

Our community moderators do not have direct visibility into the status of Trust & Safety or compliance appeals. If you have an active appeal in progress, the most effective way to provide updates or check the status is to reply directly to the original confirmation email you received upon submission.

Important Note on Multiple Submissions: We strongly recommend avoiding the submission of multiple appeals for the same Case ID. Doing so can reset your position in the review queue and lead to further delays in the resolution process.

For additional technical guidance on cloud-based development and overcoming deployment blockers, the Google Cloud developers forum may also be able to provide specialized support.

Hi ​@ErikaB 

Thanks for your answer.

I posted a thread on the Google Cloud developers forum but I got the reply “Our team does not address concerns of this nature”.

So what I am trying to figure out is how is support cases around this handled, and for how many weeks should I expect my application to bleed after the appeal has been sent? It says “around 2 days” in the appeal confirmation email. I’m losing my customers and trust is going down the drain...

Hi ​@fernandoredondo 

Correction to my first reply, the standard procedure, as described in the Policy violations FAQ, is to use the link provided in confirmation email to access the Appeals page within the Google Cloud Console and not reply to the email directly. 

Since you mentioned you currently do not have console access, I suggest using the Google Cloud Support contact form. Include the following: 

• Why your Google Cloud project was suspended.
• When you submitted an appeal 
• You are unable to access the console.
• You need an update on your appeal status.
• Include yourProject ID and any other relevant details

Hope this updated information helps! 

Hi ​@ErikaB 

I just received an email today from Google (google-cloud-compliance[...]@google.com), asking for the exact same thing that I’ve already provided in my appeal 3 weeks ago:

Thank you for your submission. 

Can you send additional information that explains what steps you have taken to fix the issue or specific project behaviors that may have triggered this policy violation? If you’re having trouble taking corrective steps or understanding what to include, please provide what information you can along with a request for assistance.

I’ve now replied to that email, repeating the exact same information that was provided in my appeal. I fear that I now have to wait another 3 weeks before getting a reply to that email.

I just don’t know what to do; shall I wait for a reply a few weeks more, while also sending a support case to the contact form you referred to? I just feel like I’m completely in the dark and have no idea what to tell my customers and when it will be resolved.

Thank you so much for your help, Erika.

Hello ​@fernandoredondo !
I have the exact same problem and received the exact same email from the Appeal team. But I received it 2 weeks ago, I sent everything in reply (not even once), and still have not received a single response.

We are also having this issue for past 21 days

​@Aiju some people were reinstated within 36 hours, while others had to wait weeks. I have no idea why, but I can only suggest that our appeal messages were wrongly formatted, did not include all the data needed, or maybe just need some manual review.

Based on this article: 
https://docs.cloud.google.com/docs/security/respond-to-abuse-misuse

Appeal must contain:

• What caused the issue.
• The steps that you've taken to resolve the issue.
• Whether the behavior was intentional.
• Your billing account ID.
• Whether your project was compromised.

Still, it’s just my thoughts.
 

I just want to inform that my issue was resolved. And according to Google Support the problem was that Gemini API had been misused by an unknown person to generate a lot of images. I disabled the Gemini API, revoked the API keys of course and the issue is now resolved. I’ve heard that from more users that the issue is in fact Gemini API in most cases - so if you have that activated, please make sure that you disable it ASAP.

Good to hear that everything is going well for you! It’s a long way for you, just as it is for me. Still, it’s strange not to receive a single message from Google Support for 20+ days.
As for the API key, I deleted it immediately right after suspension.

Hello ​@Aiju 

Is it fixed for you? It's still not fixed for me. It's insane that there has been no human response for over 30 days.

Still no response from Trust & safety team.

Did you transfer the app/project to a different backend?

I honestly do not know what to do.

We have changed the backend server but our media files are completely inaccessible due to the suspension.

So still we are waiting for the GCP to respond 

same issue for the past 13 days. no response

Does anyone who has resolved this have insight into how to navigate this process?  My appeal was submitted weeks ago but I haven’t heard back.  I did not receive a confirmation email when the appeal was submitted so am not able to respond to an original email.