Billing account suspended with no instructions

[Arthur100]

I recently had a "Critical Security Alert" on my Gmail account which caused me to get an email saying,

"Thank you for taking steps to recover your Google account. For your safety, your Google Payments account was temporarily closed due to potentially suspicious activity".

This caused my Google Cloud billing account to be suspended, with it telling me to take the requested actions to resolve the problem. However, when I click "Fix Now", I don't get instructions on what to do. So, I contacted Google Payments' customer support, who said that my payments account is now fully functional, but my Google Cloud billing account is still suspended. 

Does anyone know what I need to do to fix my Google Cloud billing account or the steps that I need to take to figure it out?

[DamianS]

Hello @Arthur100  ,Welcome on Google Cloud Community.

Did you've tried to contact with Billing Support by any chance ? https://cloud.google.com/support/billing

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cheers,
DamianS
LinkedIn medium.com Cloudskillsboost

[Arthur100]

Yes, but the suggested solutions did not work and I am using the free trial so, I can't actually talk to someone from Billing Support. Even though I am using the free trial it still requires my billing account to be active for me to use it. 

[DamianS]

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@Arthur100 wrote:

I am using the free trial so, I can't actually talk to someone from Billing Support

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Who said that your are not allowed to use Billing Account, if you are free trial? According to documentation, "All Google Cloud accounts get free billing and payments support"

I found similar case, maybe steps provided there will help somehowe:

https://www.googlecloudcommunity.com/gc/Cloud-Hub/GCP-Billing-account-is-still-suspended-even-though...

[Arthur100]

I see what you are talking about. I think that I was trying to access a more advanced customer support. I followed the instructions to access the billing support that everyone is supposed to have access to, but instead of getting the options that I am supposed to get, I just get this.

As usual, when I click "Fix Now", I get no instructions on what to do.

I tried creating a new billing account like the case you sent recommended, but when I click "Create", I get this.

When I click the "support" link, I get a 404 error.

Thank you very much for your help.

[DamianS]

I see. I saw error [OR-CBAT-23] which might be related with card/bank is not supported by Google payments. See similar post about that : https://www.googlecloudcommunity.com/gc/Cloud-Hub/VEYA-CBAT-23/m-p/744310#M6875

I'm guessing that Billing Administrator ( don't know if you have such permissions ) after clicking "fix it" should get ( I'm assuming ) any kind of instruction on email address. If not, we have bug here and this must be addressed to Google. 

--
cheers,
DamianS
LinkedIn medium.com Cloudskillsboost

[Arthur100]

I am the billing admin and it appears that my card should have no problems. The email that I got basically said that I needed to go to the provided link and follow the given instructions, but no instructions were given.

Do you know how I might be able to contact Google about it? Worst case scenario, I guess that I can always create a new account.

Thanks again so much for your help.

[DamianS · Accepted solution]

I would say BIlling Support, but it looks like they didn't help. I'll try to create feature request for improvement in terms of billing issues, because I've seen tons of post here about similar errors. Meantime, yep the fastest way will be create new account. 

Feature Request: https://issuetracker.google.com/issues/347047844

This is all what I could do 😞 

--
cheers,
DamianS
LinkedIn medium.com Cloudskillsboost

[runkaou]

Hi all, 

I have the same error since a month now, my billing account had suspended and my project don't work. when I try to add a new card I have error, samething when I try to reactivate the account. 

No response when I contact the support. I also create a new billing account a have also error when I try to link to my project