Page Summary
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Get help with the Distance Matrix API through community support on Stack Overflow, by reporting issues via the Issue Tracker, or by contacting Google Maps Platform Support.
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Choose the appropriate support service based on your needs, with Enhanced Support offering faster response times and additional benefits.
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Understand the different priority levels and corresponding response times for support cases, with critical issues receiving the fastest attention.
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For privacy inquiries, use the dedicated Data Privacy Inquiry Form.
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Enhanced Support users have access to escalation options, video conferencing for complex issues, SLA incident reports, and map data quality assistance.
Get help
Feeling a little stuck? There are several ways to get some help with your app.
- Ask a question on Stack Overflow.
- Report a bug or feature request on the issue tracker.
- Contact the Maps support team.
Community support on Stack Overflow
We use the popular programming Q&A website Stack Overflow to field technical questions about the Distance Matrix API (Legacy). Stack Overflow is a collaboratively-edited question and answer site for programmers. The site is not run by Google, but you can sign in using your Google account. It's a great place to ask technical questions about developing and maintaining your app.
Members of the Google Maps Platform team monitor several Google Maps related tags
on Stack Overflow. You can look for Google Maps Platform APIs topics by adding
google-maps
to your search query. You can look for Distance Matrix API (Legacy)-specific topics by adding
google-distancematrix-api. You may wish to add additional tags to your question
to attract the attention of experts in related technologies.
Before posting a question on Stack Overflow:
Before posting, please search the group to see if someone has already answered your question.
Search existing questionsWhen posting a new question, please consider the following:
- Be very clear about your question in the subject — it helps those trying to answer your question as well as those who may be looking for information in the future.
- Give plenty of details in your post to help others understand your problem. Consider including code snippets, logs, or links to screenshots.
- Please include a code snippet that demonstrates the problem. Most people will not debug errors in your code without a simple sample that easily reproduces the problem. If you find it difficult to host your code online, use a service like JSFiddle.
- Read the Stack Overflow FAQ. The site and its community have guidelines and tips that you should follow to help ensure your question is answered.
Report an issue or feature request
If you think you may have found a bug, or if you have a feature request that you would like to share with the Google Maps Platform team, please file a bug or feature request in our issue tracker.
Enhanced Support customers and Google Maps Platform Partners should create a support case instead of creating issues in the Issue Tracker. This will ensure adequate response and resolution times.
Bugs
If you think the cause of a problem is a bug in the Distance Matrix API (Legacy), report it on our issue tracker. Please include the following information in your bug description:
- A description of the problem, and the behavior you expected instead.
- A list of steps and/or a small snippet of sample code that can be taken to reproduce the problem.
- Any other information that the bug report template may require.
Before reporting a bug, please search the bug list to see if someone has already reported the issue.
Search existing bugs Report a bugFeature requests
You can use the issue tracker to request new features or suggest modifications to existing features. Please describe the specific functionality you would like to see added, as well as reasons you think it's important. If possible, include specific details about your use case and the new opportunities the feature would allow for.
Before filing a new feature request, please search the list to see if someone has already filed the same request.
Search existing requests Request a new feature| Issue tracker status codes | |
|---|---|
| New | This issue/feature request has not been triaged. |
| Assigned | The issue is being reviewed. |
| In Progress (Accepted) | The issue has been reviewed and is considered valid. Note that this does not imply that it will be fixed or the feature request implemented in the foreseeable future. See the priority section below for more information. |
| Fixed | The issue is resolved and its availability is imminent. |
| Fixed (Verified) | The issue has been resolved and its availability in a release has been confirmed. |
| Won't fix (Not reproducible) | There is either not enough information to fix the issue, or the issue as reported cannot be re-created. |
| Won't fix (Intended behavior) | The issue describes the expected behavior of the product under the reported circumstances. |
| Won't fix (Obsolete) | The issue is no longer relevant due to changes in the product. |
| Won't fix (Infeasible) | The issue requires changes that cannot be implemented in the foreseeable future. |
| Duplicate | This report duplicates an existing issue. |
Issue priorities
The priority assigned to an issue is the best indicator of when it might be addressed. Higher priority issues (such as P1 and P2) are investigated and resolved more quickly, while lower priority issues (such as P3 and P4) and feature requests may take longer to address or may not be implemented in the foreseeable future. The assigned priority of an issue may change over time based on product priorities, feasibility, and available resources.
Decide on the right support service
Google highly recommends that you have support set up before you need it. Compare support services.
To find the level of support you currently have for Google Maps Platform:
- Go to Google Maps Platform Support in the Google Cloud Console.
- Your support service is shown near the bottom of the page.
Enhanced support
Enhanced Support offers 1-hour initial response time for Critical Impact issues 24x7, escalation case privileges, investigation into more complex map data issues, and more. The Enhanced Support service is designed for those who are looking for fast responses around the clock, and additional services to run their Google Maps Platform workloads in production. See Google Maps Platform Customer Care for more information.
Sign up for, or cancel, a support service
Only Billing Administrators can change the selected support service, since it will apply to all projects linked to your current Google Cloud Billing account.
To sign up for, or cancel, a support service contact sales.
Contact the Google Maps Platform support team
The Google Maps Platform support team provides both Technical and Billing support. For billing issues related to your use of Google Maps Platform services, please contact the Google Maps Platform support team instead of the