Hi Google team,
Our production service is currently fully paused because our paid Gemini API billing account was downgraded from Tier 3 to Tier 1 without any prior notice, warning, or action on our side.
What’s happening
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Account was previously on Tier 3; it has silently dropped to Tier 1, lowering our cap far below our normal monthly usage.
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We now get: “You’ve reached the billing account tier cap and service has been paused.”
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Our live consumer app serving real customers is completely down as a result.
Context (why Tier 1 doesn’t fit us)
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Billing is in good standing — last invoice paid on time, valid payment method on file, no overdue balance.
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Our cumulative spend is well above the Tier 2 / Tier 3 qualification thresholds, so being placed on Tier 1 doesn’t match our usage history.
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We’ve already opened an official billing support case (#71815644). It was escalated to the internal team, but we were told no timeframe can be provided.
What we need
We understand the root-cause investigation may take time. But our production service is down and losing customers every hour. We’re asking for an interim/temporary restoration of our previous (Tier 3) quota while the investigation continues in parallel — restoring quota on an interim basis shouldn’t require the investigation to finish first.
Could a Google staff member please help escalate, or advise how to get an interim restoration applied today? Happy to share our billing account ID, project number, and case details privately.
Thank you.