Urgent – Project Suspended

[etgar]

Hello,

My Google Cloud project was recently suspended due to a reported Terms of Service violation, but I am unsure what specifically triggered this action.

The only significant change I made before the suspension was adding a new owner  to the project for backup purposes. Shortly after, I received a suspension notice. I have since removed the added owner from Firestore to address any potential concerns.

This suspension is critically impacting my business operations, as my project is used by Pilates studio owners for business management. I have already submitted an appeal through the official Google support form, but I need this issue resolved as soon as possible.

Additionally, I attempted to purchase an Enhanced Support plan to expedite the resolution, but I am unable to do so while my project is suspended.

My Questions:

1. How long does it typically take for Google to review and resolve suspension appeals?
2. Is there any way to escalate this issue for faster resolution?
3. Does Google delete Firestore data while a project is suspended, or is it retained until a final decision is made?

I appreciate any guidance or assistance from the community or Google Cloud team. Thank you in advance!

Best regards,
Etgar

[KyleMari]

Hi @etgar,

Welcome to Google Cloud Community!

I’m sorry to hear about your project being suspended, and I understand how this is currently impacting your business and its users.

I have also taken note of the fact that you have already considered filing an appeal to address this concern. Generally, project owners faced with this notice are being led to go through the Policy Violations FAQ which contains possible factors behind the incident and steps on how to request for an appeal. When filing for an appeal, it usually takes for the Google Cloud Platform compliance team to review your appeal and they are expected to get back to you within two business days.

Other than that, you can also check if you've received a notification email from "google-cloud-compliance@google.com" and make sure to perform the necessary action indicated in the email.

As for data associated with the project, the existing workloads and other data also get suspended but there’s an allotted grace period before they are marked for deletion as mentioned in the project suspension guidelines.

If the issue persists, unfortunately, the only way forward is to wait for upcoming updates coming from the appeal since such requests are being evaluated internally by the project suspensions expert. Otherwise, as mentioned here, the other best step forward is to contact Google Cloud support.

Was this helpful? If so, please accept this answer as “Solution”. If you need additional assistance, reply here within 2 business days and I’ll be happy to help.