Hi everyone,
I’m facing a serious issue with my Google Cloud project related to Gemini API access. A few weeks ago, I received the following message in my Cloud Console:
“We have recently detected your Google Cloud Platform project is violating our Terms of Service.
Policy Violation. Action required: Critical problem with your Gemini usage.”
After receiving this, my Gemini API key stopped working entirely.
I immediately submitted an appeal, and the message said that Google would respond within 2 business days. However, it has now been over 2 weeks, and I still haven’t received any update — no email, no console message, nothing.
In addition, because my account only has Basic (billing-only) support, I’m unable to create a technical support ticket to follow up on this issue. I also attempted to upgrade my support plan, but the console does not allow me to purchase Customer Care (likely because my account does not have an Organization).
So at the moment, I have no way to contact Google support directly, and my project remains blocked.
Details:
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Service affected: Gemini / Vertex AI
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Action taken: Appeal submitted through the console
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Promised response time: 2 business days
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Actual waiting time: 14+ days with no reply
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Project and billing are fully valid and active
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No prior warnings before the block
Questions:
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What should I do if the policy violation appeal receives no response for weeks?
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Is there another channel to request a review of a blocked Gemini project?
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Is it normal for policy appeals to take longer than the stated timeframe?
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How can I escalate this issue without a paid support plan?
Any help or guidance is highly appreciated.
Thank you!