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Policy violations FAQ

This page has answers to frequently asked questions about Google Cloud Platform policy violations.

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  Why did my Google Cloud Platform project receive a warning?

To create a trustworthy and positive environment on Google Cloud Platform, we use algorithms that scan for and identify projects having malicious or spammy behavior, and for projects violating the Google Cloud Platform Terms of Service or Acceptable Use Policy. We use a number of factors to identify such projects, including (but not limited to) the types of resources most legitimate customers use, your previous usage history, and the behavior profile of malicious projects. You'll receive a warning if our scan flags your project as meeting any of the problem criteria.

My project has received a warning. What should I do now?

Google Cloud Platform compliance will send you an email telling you why your project is being warned. The email will also tell you how you can fix the issue. Please fix the issue and respond to the warning by submitting an appeal from the Appeals page on the Google Cloud Platform Console.

If you do not respond to the warning in a timely manner your project may be suspended in accordance with the Terms of Service. Please review the Terms of Service and Acceptable Use Policy to ensure that your project does not violate our policies.

You can access the Appeals page by clicking the link in the email you received. To access the page, you must be signed in as the project owner.

If you see an error message telling you that you don't have sufficient permission to access the page, check to make sure you're logged in as the project owner. If that doesn't work, it might be because you're logged into multiple accounts. Try logging out of all other accounts and then click the link in the email.

You can also navigate to the Appeals page by going to the dashboard on the Cloud Platform Console.

  1. Go to the Cloud Platform Console dashboard.
  2. From the project list, select the project that you received the warning about. You should see a warning at the top of the dashboard.
  3. In the console, click  Request an appeal 
  4. Let us know how you're using the project and what steps you've taken to fix the issue that was described in the email.

A team member will review your appeal and get back to you within two business days.

I did not receive a warning/suspension email from Google but the Google Cloud Platform Console shows that my project has been warned/suspended.

When your project is flagged, we send an email to the project owner at the email address that was used to create the project. You should check this email account regularly to ensure that you receive these notifications. If you do not respond to these notifications in a timely manner, your project could be suspended in accordance with the Terms of Service.

If the Acceptable Use Policy or Terms of Service violation creates an emergency security issue, your project might be suspended without any advance warning.

My project was suspended but I've fixed the issue. What can I do now?

You can appeal the suspension as described above in My project has received a warning. What should I do now?. A team member will review your appeal and get back to you within two business days.

I received a warning for violating Google Cloud Platform policies but I'm not doing anything wrong.

Please review the Google Cloud Platform Terms of Service and Acceptable Use Policy again to ensure that your project is not violating any policies.

Sometimes, your project might be compromised by vulnerabilities in third party software you have installed. For more information on security best practices, see the Securing instances section of the Cloud Security FAQ.

In extremely rare instances, our algorithms might flag your project's intentional behavior as malicious. In such cases, you can appeal as described above in My project has received a warning. What should I do now? and providing a business justification. A member of our team will review your appeal and get back to you within two business days.

What are the best practices for ensuring that my projects are not taken down for abusive activity?

Here are some of the best practices for appealing a warning or avoiding a suspension:

  • Monitor the relevant email address (the project owner email address) regularly so that you know as soon as your project is warned.
  • Make sure that emails from google-cloud-compliance@google.com do not go to the spam folder.
  • Fix the issue as soon as possible. Your email will tell you how you can fix the issue. You have a limited time window to fix the issue as described in the email.
  • Ensure that your project does not violate the Google Cloud Platform Terms of Service or Acceptable Use Policy.
  • Respond to the notification as described above in My project has received a warning. What should I do now?. (Please do not respond to the email.) Let us know the steps you've taken to fix the issue. Explain clearly and concisely. Our team needs to know the steps you took to fix the issue, but we don't need to know the exact code you used.
  • If you need help fixing the issue, you can contact support from the Google Cloud Platform Support page.
I see abusive activity on Google Cloud Platform originating from some other project. How can I report it?

If you see suspicious activity originating from Google Cloud Platform, you can contact us by filling out our Google Compute Engine Abuse Report Form.

Unwanted software

Why is my project being flagged for malware or unwanted software?

To create a positive and trustworthy environment, Google uses rules that scan for and identify projects that host malware or unwanted software. To identify this type of software, we use algorithms that check whether your Google Cloud Platform project hosts executables that negatively impact the user experience. You'll receive a warning if our scan flags your project as meeting this criteria. To learn more about how Google handles malware and unwanted software, see Malware and unwanted software in Google Search Console help.

My Google Cloud Platform project received a warning for malware or unwanted software. What should I do?

To resolve the issue, there are two things you need to do:

  1. Remove any files from your project that might be causing the issue. For more information about the types of software to look for, as well as other tips to keep in mind to avoid getting flagged, read If your site's software has been identified as malware or unwanted software in the Google Search Console help.
  2. Submit an appeal. To appeal the suspension:
    1. Go to the Google Cloud Platform Console.
    2. Select the project that you received the warning about from the project list. You should see a warning at the top of the Cloud Platform Console dashboard.
    3. In the console, click  Request an appeal 
    4. Let us know how you're using the project and what steps you've taken to fix the issue that was described in the email.
    A team member will review your appeal and get back to you within two business days.

If you're unable to identify which of your files are malware or unwanted software, follow step 2 (above) to submit an appeal. Someone from our team will get back to you within two business days.

I know that my software isn't malicious, yet I've received a warning. What can I do about it?

If you feel that your software has been wrongly flagged as malicious, then you can follow step 2 in My Google Cloud Platform project received a warning for malware or unwanted software. What should I do?, above, to submit an appeal that clearly explains why your software isn't malicious.

Quota circumvention during the free trial

What is the free trial?

Google Cloud free trial provides you access to all Google Cloud services and enables you to try Google Cloud Platform. You can use the free trial to evaluate whether Google Cloud Platform is a good fit for your needs. For more information about the free trial, see How does the free trial work? Note that during the free trial there are certain usage limitations.

What if my project needs more resources than are available during the free trial?

While ramping up on Google Cloud Platform, you should plan your usage in accordance with the free trial quotas and limits. However, if you find that your usage exceeds the limits of the free trial, you can upgrade to a paid account. You should also refer to the specific service or API you are using to ensure you are not violating their quotas.

Creating multiple accounts or projects to circumvent our free quota restrictions is a violation of our Terms of Service and will result in your project or account being suspended.

Your project will be suspended if our systems detect that you are creating multiple projects or accounts to circumvent the free quotas. Also, please monitor the activity of any any apps or third party programs you install to ensure that they do not create apps on your behalf that cause you to accidentally circumvent free quota limitations.

My project or account was suspended for free trial circumvention. What can I do?

If your project or account was suspended for circumventing free quotas, you need to upgrade to a paid account. You also need to remove all additional projects or accounts that were used for circumventing free quota. You can then appeal your suspension from the project or account that you want to continue using. For more information, see My project has received a warning. What should I do now?

Phishing

Why is my project being flagged for phishing?

To create a safe and trustworthy environment, our algorithms scan for and identify any projects hosting phishing sites. If a site hosted by your project has content that is potentially phishing, then your project will be flagged for phishing. You can learn more about phishing at Social Engineering.

How can I fix the issue?

When a project is identified as phishing, we send an email to the project owner informing them of the issue. You can fix the issue by removing the phishing sites and submitting an appeal from the console. If you need more information to fix the issue or if you need help, please let us know in your appeal. To learn more about the appeals process, see My project has received a warning. What should I do now? Please note that it is important to submit an appeal to ensure that your project is not suspended.

I have nothing related to phishing on my project. What can I do?

Phishing or deceptive social engineering content can be included via resources embedded on your page. Additionally, hackers may take control of a site and use it to host deceptive content. To fix the issue, please ensure that no pages on your site contain deceptive content.

If you believe that your site has been incorrectly flagged for phishing, you can request a review at Report Incorrect Phishing Warning. Meanwhile, please respond to the warning on your cloud project by submitting an appeal indicating the same.

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