Discover support services for the Google Maps Platform, including developer
communities, technical guidance, and expert support.
Ask on StackOverflow
We use the popular programming Q&A website
Stack Overflow
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
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 Platform 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 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
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
. 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 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
.
Enhanced Support
customers and Google Maps
Platform Partners should
create a support case
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.
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.
Decide on the right support service
Google highly recommends that you have support set up before you need it.
Compare support services
.
To find the level of support you currently have for Google Maps Platform:
- Go to
Google Maps Platform Support
in the Google Cloud Console.
- 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
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
.
If you find that your questions have not been answered on
Stack Overflow
or the
Issue Tracker
, please visit the
Google Maps Platform Support
page within the
Cloud Console.
From the Google Maps Platform Support page, you can
create new support cases
and
view
,
resolve
, or
escalate
existing cases.
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
.
View a comparison
of the 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
.
- Visit the Google Maps Platform Support
Create a Case
page in the Cloud Console.
- Select the
project
related to your question in the top dropdown bar of the
Cloud Console.
- Fill out the form in detail.
- 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
, while your most recent cases are also visible on
the
Google Maps Platform Support Overview
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
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.
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:
- Create a new project. You are automatically assigned the
Project Owner
role
for this project.
- Enable billing on your new project, using the billing account used for your group's other projects.
- Enable a Google Maps Platform API from this new project.
Learn how to
create a project, enable billing for it,
and enable an API
.
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):
Severity level
|
Definition
|
Standard Support response time
|
Enhanced Support response time
|
Critical Impact - Service Unusable in Production
|
Critical functions of your production application are unavailable and there's no feasible workaround.
|
1 hour on weekdays, excluding
regional holidays
|
1 hour on weekdays and weekends
|
High Impact - Service Severely Impaired
|
This issue is critically impacting a single user or critically impacting collaboration among
users. Service doesn't work as expected, and there's no feasible workaround.
|
24 hours on weekdays
|
4 hours on weekdays and weekends
|
Medium Impact - Service Partially Impaired
|
Service does not work as expected but a workaround is easily available.
|
24 hours on weekdays
|
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
|
24 hours on weekdays
|
Privacy inquiries
For questions related to data privacy and protection, you can contact us using the
Data Privacy Inquiry Form
.
Escalate 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 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
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
If you have experienced an incident that breached the
Google Maps Platform
Service Level Agreement (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
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.
Google Cloud
project owners
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
with a monitored email address for each of your projects.
Additionally, we recommend adding
Essential
Contacts
to receive notifications in other
categories
.
Here are some other ways to stay up to date with 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.
- Use the
RSS Feed
or
JSON History
links at the bottom of the
Maps Public Status Dashboard
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)
allow you to preview the feed content and subscribe
through your favorite RSS reader. JSON History is a
JSON Web Feed
of past
incidents. A range of software libraries and web frameworks
support
content syndication via JSON Feed.
- 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.
Terms of use
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.