Totally Failure of AI Pro Service - Internal Auth Sync Bug (AI Pro Plan)

Google AI Studio
1

Hi team,

I am facing a critical, systemic entitlement synchronization issue that frontline Google One customer support has been unable to resolve for weeks (they keep treating it as a non technical issue). I need a backend engineer or PM to look into this IAM-level anomaly.

Account Status

  • Plan: Active Google One AI Premium subscriber.

  • Impacted Services: Gemini Web App works fine, but ALL Developer Services (Google AI Studio, Developer Console, etc.) are completely hard-locked into the Free Tier.

  • Symptom: UI constantly prompts: “Unlock to get more limit…” or throws quota errors despite the active premium subscription.

  • Observed Behavior: It appears to be an internal authentication/entitlement sync failure at the IAM/entitlement level between consumer billing and developer platform flags.

Troubleshooting Already Done

  • Cleared all cache/cookies and tested across multiple clean environments (same result).

  • Checked billing status: fully active, no failed payments.

  • Contacted Google One support: stalled for weeks because frontline agents do not have visibility into developer console backends. Whole process of support team is a big joke.

Could any Google representative or engineer here help escalate this to the backend team to manually trigger a sync or reset my account’s entitlement flags?

google id - j....@gamil.com

subscription - AI Pro annual

status - every entrance is nonsense

Thanks in advance.

Jacky

3

Hello @JackyZhou ,
To use the credits from your Google AI Pro / Google AI Ultra subscription with AI Studio & Gemini API, please follow these steps:

  • Select the benefit in your Google Developer Program dashboard.
  • Select a billing account to apply the credit to.
  • Create a new Cloud project linked to the billing account, or find an existing one.
  • Go to the AI Studio Projects page and import your project.
  • Some users report that for prepayment billing accounts they need to make a small prepayment (e.g. $1) to unlock their credits.
4

Subject: RCA Request: Multi-Tenant Entitlement Propagational Deadlock (Consumer Billing vs. Cloud IAM Hub)

To the assigned engineering team: Please escalate this thread immediately to a Principal Infrastructure Architect or a Tier-3 SRE Core Identity Engineer. Stop interpreting this through the lens of a frontline billing ticket or a localized $10 promotion claim issue. You are fundamentally misdiagnosing a systemic, high-severity edge case.

The attached screenshot of the auxiliary tenant account (jackyzhou138) was provided strictly as a semantic control group to illustrate normal metadata rendering. The core architectural failure resides within my primary identity, which is currently experiencing a Total Entitlement Sync Failure at the distributed IAM boundary.

Here is the technical specification of the infrastructure breakdown:

1. Cross-Domain State Desynchronization (The Root Cause)
There is a critical race condition or unhandled exception in the event-driven synchronization worker (likely via an internal Pub/Sub or gRPC bridge) operating between the Consumer Commerce Pipeline (Google One Premium Billing via Play Store) and the Enterprise/Developer Provisioning Engine (GCP Cloud Billing / Google AI Studio Hub).

My consumer profile status is flags-active for the AI Premium tier ($19.99/mo tiering, Gemini Web App successfully reads this cache). However, during the asynchronous downstream propagation to the developer console, the transactional stream encountered a hard lock.

2. Distributed Deadlock & Silent Failures
The $10 dangling ledger variance visible on the test account is merely a trailing symptom of a broader state-machine deadlock. When the consumer entitlement flag attempts a merge with the Cloud IAM backend, the presence of these pending/unreconciled enterprise-side billing states throws an unhandled exception.

Instead of gracefully retrying or returning a fatal HTTP 500 error to your telemetry monitors, your system defaults to a Silent Drop (Degraded State). It perpetually falls back to the hard-coded Free Tier constraint, entirely blind to the active premium billing mutations in the consumer database.

3. Cache Invalidation and Telemetry Blind Spots
This is not a localized browser-side state or a cookie caching issue; it is a backend server-side Consistent Hashing / Eventual Consistency failure. The entitlement flag is fractured across your edge proxy layer. Because your automated integration testing likely lacks automated end-to-end multi-account billing mutation test suites, your system is failing to throw a global alert for this high-value edge-case demographic.

Required Remediation:
Do not send me another macro instructions template on how to redeem credits. I am demanding a manual state reconciliation and account entitlement flag override at the master identity store layer. Please pull the transactional synchronization logs between the Google One ledger and the Cloud IAM Hub for this identity, locate the blocked message queue, and manually force a cache-invalidation and re-sync. (2 accounts are both ai pro, jackyzhou888 vs jackyzhou138, why result in 2 versions ?! )

5

Jacky, did you try the instructions Mahesh listed?

6

Subject: Request for Backend Entitlement Verification – AI Pro Subscription Not Propagating Across Google Services

Thank you for the response.

However, after reviewing the suggested troubleshooting steps, I do not believe the issue resides on the client side.

The observed behavior remains unchanged across multiple independent Google-operated services and entry points, which strongly suggests an account-level entitlement propagation problem rather than a browser, network, device, or user configuration issue.

Current observations:

• Gemini Web Access:
The account is able to access Gemini and appears to have an active AI Pro subscription.

• Google AI Studio:
The same account fails to inherit Pro-level quota, entitlement, or feature access.

• Google Developer Profile (GDP):
Subscription status is not recognized consistently.

• AGY / Antigravity-related services:
Authorization falls back to non-Pro behavior despite the subscription being active.

At the same time:

• Billing systems confirm that payment was successfully processed.
• The subscription is active.
• The account is not suspended.
• The issue persists across multiple devices, networks, browsers, and geographic regions.

Because the billing state and service entitlement state are producing different outcomes, the most likely failure domain appears to be somewhere within entitlement synchronization, identity propagation, quota allocation, or internal authorization routing.

To avoid another round of unrelated client-side troubleshooting, I would appreciate verification of the following:

  1. Whether the AI Pro subscription SKU is correctly attached to the account across all backend identity systems.

  2. Whether entitlement propagation has successfully completed to all downstream services, including Gemini, AI Studio, GDP, and AGY-related endpoints.

  3. Whether any account-level synchronization failure, entitlement cache corruption, quota-assignment anomaly, or backend authorization mismatch is visible for this account.

At this stage, I am not requesting additional browser, cookie, DNS, VPN, or device-level troubleshooting instructions.

I am requesting confirmation that the account’s AI Pro entitlement has been validated end-to-end within Google’s internal billing, identity, and authorization infrastructure.

This issue has already gone through multiple rounds of client-side guidance without addressing the actual failure domain being reported.

If the community support team does not have visibility into entitlement verification, please escalate the case to the appropriate Identity & Access Management (IAM), Subscription Platform, or Billing Integration engineering team for investigation.

Thank you.