$2000 Cloud Startup Program credits no where to be found; multiple emails, no response: panicing :/

[jake]

We received email from Google for Startups Cloud Program Team informing us our application for Cloud Credits was successful. Yet the credits are no where to be found within our billing account. I’ve troubleshooted this for over a month with no solution

I’ve done everything, emailed cloudstartupsupport@google.com multiple times (including from different emails [but ensuring it’s from our domain name registered with our Google Cloud & Workspace account]), submitted a case to the Cloud Billing support team, only to be told cloudstartupsupport@google.com is the only contact that can help us.
Should I just give up? Does anyone know a Googler here who can help us?

Any help or advice appreciated.

[jake]

here is the email confirming our credits

[Andrew_B]

Hey @jake I am escalating this. Let me know if you don’t hear from the Startup team in the next week.
-Andrew

[LeoK]

For anyone wondering where to find it, you can check your issued credits here:

And it should look like this:

[Lina]

@jake

We received email from Google for Startups Cloud Program Team informing us our application for Cloud Credits was successful. Yet the credits are no where to be found within our billing account. I’ve troubleshooted this for over a month with no solution

I’ve done everything, emailed cloudstartupsupport@google.com multiple times (including from different emails [but ensuring it’s from our domain name registered with our Google Cloud & Workspace account]), submitted a case to the Cloud Billing support team, only to be told cloudstartupsupport@google.com is the only contact that can help us.
Should I just give up? Does anyone know a Googler here who can help us?

Any help or advice appreciated.

I’ve seen similar delays with startup cloud credits before. Sometimes it takes a few weeks for the system to sync, even after approval emails. If you haven’t already, double-check the billing account under “Promotions” and keep all your support ticket numbers handy — persistence usually pays off.