Urgent - API Token assigned wrong access level

[Diane Tiblin]

Hello Team,

I am wondering if you could please assist with escalating my issue. I have found it very difficult to contact anyone who can assist here.

My company submitted the application for Standard API Access back in January. We received a response from the team after a few weeks that our application was approved. There was no mention of being approved for a level of access lower than what was requested. 

Fast forward, we are finally ready to release our tool to external users. As we start onboarding more users, we notice that we are receiving 429 rate limit errors because our API token only has Basic Access. 

I have confirmed that we submitted the Standard Access application so it appears to me that Google Compliance Team assigned the Basic access in error after receiving the message from them that our application was approved. Admittedly, we probably should have seen this mistake earlier but it's not clearly visible in the Google Console Project what the access level is, only in the MCC account which we do not access regularly (if ever).

Is there anyone in here that can help escalate to the compliance team? I have tried the LSA chat support who could not help. I have two support cases open for 48 hours and no response, I am unclear what the SLA for support issues is but this seems quite long. I cannot wait another several weeks for our application to be reviewed again, we are already in production and this is having a huge affect on our ability to onboard new users. The demand we have received for our tool far outpaces the 15k rate limit. 

MCC manager id:  670-558-6068
case number from January:  5-8215000035588
current pending case numbers: 9-6579000036963, 0-1142000036935

Any assistance is appreciated, thank you!

[Google Ads API Forum Advisor]

Hi,

Thank you for reaching out to the Google Ads API support team.

Please note that our team can only assist with the technical queries/concerns related to the Google Ads API. Please note that issues related to API tokens are outside of our team scope. I would recommend that you reach out to the Google Ads API Compliance team as they are better equipped to assist you on this issue.

If you have any issues related to Google Ads API, please feel free to get back to us.
 

This message is in relation to case "ref:!00D1U01174p.!5004Q02vG56u:ref" (ADR-00267988)

Thanks,
 

Google Ads API Team

[Diane Tiblin]

Hi,

Thanks for your reply. As I mentioned, I have tried contacting that team via their form but this issue is urgent and we have not received any reply yet. I am hoping you can assist with an escalation path to loop them in here as I have seen in some other posts. Since there does not appear to be any other way to communicate the urgency. 

Thanks,
Diane

[Google Ads API Forum Advisor]

Hi,

Kindly note that we don't have other options, the only way to reach the compliance team is through the link Google Ads API Compliance team or you can reach out to your technical account manager or Google representative assigned.