Urgent SOS: Need to re-enable GAE service after reopening billing account

[Alexander Trakhimenok]

I know it's little chances to get support here but I am bit desperate as our account has been disabled and we are losing money due to disruption to service.

When our credit card expired and we got new one I've updated CC details on billing page for Google AppEngine but did not at Google Cloud Billing. Unfortunately email associated with Google Cloud has not been monitored :(.

As a result our Google Cloud Billing account has been disabled and GAE service stopped to work (all our websites are down).

I've updated credit card details and successfully reopened billing account on Google Cloud but the GAE service still is "over quota".

The "Billing status" page says that "The current payment method is not valid. Update it under Billing > Billing Settings." But it IS valid both on Google AppEngine and Google Cloud.

I even manually paid $10 on Google Cloud to check the credit card details are fine.

See screenshots:

GAE => Billing settings: https://www.dropbox.com/s/yfk0ujh5bkgn90i/Screenshot%202015-01-21%2011.01.53.png?dl=0

GAE => Billing status: https://www.dropbox.com/s/gzyjj6aiwtwts1d/Screenshot%202015-01-21%2010.59.39.png?dl=0

Please note the "Billing status" is shown as "free" and the "Enable billing" is disabled. I added personal credit card as a "backup" option but that did not help.

GAE app: myclassesapp

Google Cloud Billing account for myclassesapp: 00E24E-43AF44-4A9EDD

Google Cloud Billing account ID: 0624-9112-4607-9990

I've send a request to billing support but it seems to me like a bug on GAE admin so probably someone from tech support can assist quicker.

We would really appreciated any support on resolving this issue as soon as possible.

Alex

[Ivan Lucas Vargas]

Hi,

      Exactly the same problem here. Some update? I'm really stuck at this point...

[Luke Stone (Google Cloud Support)]

We see the issue in billing status for certain AppEngine accounts, we have a root cause and we're working on automatic fixes.  We apologize if your app is down because of this issue.  In the meantime please try the workaround of going to your AppEngine Settings page in Google Developer Console.  

If you go to http://appengine.google.com/ and find your app, you should see a link "Try the new Dashboard".  Click that and then, under Compute, click App Engine.  That ought to fix it, and please respond if it doesn't work.

I see that you have already sent a request to billing support - thanks for that - and for anyone else who needs to contact us about this issue, here's the link:

https://support.google.com/cloud/contact/cloud_platform_billing

This is on the issue tracker here, you can follow along and we will post the root cause here

https://code.google.com/p/googleappengine/issues/detail?id=11615

-Luke 

[Alexander Trakhimenok]

Just going to dashboard in new console did not fix the issue for us.

BUT it seems if you update daily budget in the new console from "0" to whatever is appropriate helps. After daily budget changed our websites become accessible - not immediately but in couple of minutes. May be it would help others.

So far we've lost at least $100 (AdSense earnings) due to downtime (https://www.dropbox.com/s/9m21e2wctwa34tz/Screenshot%202015-01-22%2011.11.45.png?dl=0) - any chances to recover it throw SLA refund? This are direct loss. We also lost about 80 registration and would be penalized by search engines (including Google) for being inaccessible but this hard to calculate and prove. Getting a compensation  for direct loss would be really nice.

Luke, the link https://code.google.com/p/googleappengine/issues/detail?id=11615 is not opening for me - error 403. Seems it has been deleted: https://code.google.com/p/googleappengine/issues/list?can=1&q=&sort=-id&colspec=ID%20Type%20Component%20Status%20Stars%20Summary%20Language%20Priority%20Owner%20Log

Alex

[Luke Stone]

Hi Alex

Thanks for the tip about setting a budget.  I had another report of the same. 

I'll look into the broken issue. 

About compensation I can't say one way or the other.  You have a case open through the billing form so we'll handle it through that.

Luke

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[Luke Stone (Google Cloud Support)]

I got the issue tracker link fixed.  We will keep the latest instructions posted there.

https://code.google.com/p/googleappengine/issues/detail?id=11615

-Luke