After I did the story about the dad whose Google account was closed and deleted for taking a photo of his naked toddler for the doctor, I heard from a distraught mother in Colorado who was going through the same thing and didn't know why. Her Google account was disabled, taking with it her wedding photos, videos of her 9yo son growing up, tax documents, email and everything else. And she had no idea why. She was in tears. "It feels like my house burned down," she told me: https://www.nytimes.com/2022/12/30/technology/google-appeals-change.html
Google Changes Appeals Process for Suspected Child Abuse Images

People who upload images of children that Google flags as potentially illegal will be able to provide more context to appeal bans.

The New York Times
The mother used a form to request a review of Google's decision to close her account, but to no avail. She was told only that there was harmful content in her YouTube account that might be illegal. She had no idea what it could be. This went on for weeks. And then her nine-year-old son finally confessed: He had used her old smartphone to make a YouTube short of himself dancing naked. He thought it would be funny. The YouTube app was signed into her account. https://www.nytimes.com/2022/12/30/technology/google-appeals-change.html
Google Changes Appeals Process for Suspected Child Abuse Images

People who upload images of children that Google flags as potentially illegal will be able to provide more context to appeal bans.

The New York Times
When I told Google this month about the mother's account being closed because of her son's ill-thought-out prank, the company decided to reinstate her account. I called her and asked her whether she'd gotten the news. No. She hadn't. She got emotional. She logged in and it worked. It had been reinstated 10 days earlier. "It's here. It's all here," she said. "I can't believe you did this. I have goosebumps." https://www.nytimes.com/2022/12/30/technology/google-appeals-change.html
Google Changes Appeals Process for Suspected Child Abuse Images

People who upload images of children that Google flags as potentially illegal will be able to provide more context to appeal bans.

The New York Times
I can't do tech support for every parent whose Google account gets shut down over innocent depictions of their naked children, so I'm happy to report that Google said that it's changing its appeals process for users who have sexually explicit material featuring a minor in their accounts, allowing them to provide more context and documentation (such as a conversation with a doctor re: a picture taken for a medical diagnosis): https://www.nytimes.com/2022/12/30/technology/google-appeals-change.html
Google Changes Appeals Process for Suspected Child Abuse Images

People who upload images of children that Google flags as potentially illegal will be able to provide more context to appeal bans.

The New York Times
Google will also start being more transparent about why an account has been disabled: https://blog.google/technology/safety-security/how-we-detect-remove-and-report-child-sexual-abuse-material/
How we detect, remove and report child sexual abuse material

An update on how Google works to detect, remove and report child sexual abuse material.

Google
@kashhill Did the father ever get his account back?
@erin no it had already been deleted by the time he came to me. He didn’t fully understand why it had been closed until he got a mailing from the SF police department nearly a year later revealing it had gotten a warrant for suspected child pornography in his account. He did get some of his Google data (6 months worth) from the sympathetic police who had a thumb drive from Google and had determined no crime was committed
@kashhill Thank You for the update. This is exactly the sort of thing that terrifies me with so much of my life in google.

@kashhill it's good to read that they're finally going to improve these policies. I read that article when it came out, and it was the drop that convinced me to de-google and diversify most of my digital life (shortly after, I moved out of google drive, google photos and gmail, though the account is still active for a few harder-to-replace features where moving off google had diminishing returns).

For the record, my current stack is:
- protonmail (paid) with different aliases for media sites, ecommerce, services and friends to defeat account-matching advertising targeting techniques;
- onedrive (paid as part of an office subscription) for smartphone photo backups;
- dropbox (paid) for dslr backups and most documents;
- s3 (I'd say paid, but for the space I use, it's practically free) for more important documents.

The "paid" part is key, since it makes me a client, rather than the product.

@kashhill so they will ostensibly supply ANY customer support? Color me dubious.

@kashhill Semi-quick fix for this: use Google Takeout to extract all your photos, use another file syncing service like Mega or OneDrive for photos, delete Google Photos from your phone(s).

Google is evil. Use Google products as little as possible.

@kashhill I guess everyone learns the importance of off line backups more of less the same way. These are particularly harsh examples. I am glad the people you spoke to got their pictures back. Did they learn that you can't trust the cloud?
@railmeat yes, the first thing she did when she got her account back was to make her own copy of her google data with two backups

@kashhill That is encouraging.

When I tell people that they need their own backup of things they put in the cloud most don't believe me.

@kashhill

And the best advice you can give her right now is back everything up locally.

@kashhill so... now big tech will just ask for the medical records of their customers' children... yeah, that sounds really really nice.

@kashhill
> Users have an opportunity to challenge Google’s action

But not in a meaningful way, apparently/obviously.
The issue got resolved because an actual human being (PR person likely, but still) looked into it. And that only happened bc you wrote about it.

You're right that you can't do tech support for others.
The issue is that G👀gle doesn't either, unless it's a PR issue.
An appeal is all about providing context, but that wasn't possible before? 🤔

It's naive to think ggl will change.

@kashhill journalists should not serve as customer support. This is terrible.
@kashhill Wow, you rock! This is going to be super impactful to so many parents caught in this weird Orwellian corner.
@ben really happy for the mother and for Google to make the appeals process an actual way to appeal
@kashhill I hope the first thing she did was download her content to local storage.
@kashhill Wow, I’m amazed you were able to get something done about it! Apart from the accidental innocent auto-upload to cloud storage of family photos with innocent, incidental nudity, there’s also a whole lot of scope for these systems to be abused with adversarial attacks to get people’s cloud accounts shut down. Previously, Google’s response has just been to say “too bad, automated system says you’re guilty” even when somebody was explicitly cleared by the police! At the end of the day, I think this kind of thing shows that Apple enabling end-to-end encryption so they can’t see what you have in iCloud Photos is the least bad solution.

@kashhill The headline says that her account was restored by the new appeals process. But the article says her account was only restored after the NY Times confronted Google about it.

So is Google’s new appeals process to just threaten them with negative press until they do what they should have done in the first place? Because that’s always been the only process to get a response from a human at Google. Just ask any YouTube creator whose videos got demonetized or taken down unfairly. The only way to get Google to even respond is to have enough followers on Twitter to get the press to notice when that’s happened to you.

Or ask the people whose Google accounts were taken down after they issued a chargeback to Google (sometimes at the behest of Google's own support team) because someone at FedEx stole their Pixel phone in transit and Google refused to refund them.

Trying to appeal anything to Google is basically like trying to have a conversation with a brick wall.

@liamsora Google said it was restored under the updated appeals process, but yes as @evelyndouek pointed out, the devil is in the details with this new "process." If a journalist has to get involved every time that would not be a meaningful update.
@kashhill - It wood be good for Google et al. to improve their policies. BUT ALSO: Let this be a lesson/reminder not to rely on (unpaid) commercial third parties to hold your vital data. They good discontiunue free services and/or change policies at any time. KEEP BACKUPS in your own home, w/ trusted family or friend, and/or in safe deposit box.
@ehasbrouck @kashhill Seconded. People have been taught to think "the Internet" doesn't forget, but in fact lots of data gets deleted never to be seen again. Just not evently distributed.
@ehasbrouck i've got a story on exactly that coming soon!
@kashhill - I look forward to it. Most of my friends are surprised when I mention that I have a safe deposit box, or suggest it to them; even more when I say it is primarily for data and secondarily for documents.
@ehasbrouck @kashhill How do you back up data? I've used external HDs then they brick, there's third party cloud but one doesn't own that. Is there anything that doesn't require regular migration to new formats and how does an average person know when they need to migrate? My new years resolution is to start printing photos again.
@caffeneko @kashhill - I don't assume that any cloud services provider (esp. free) will necessarily be available after fire, earthquake, etc. I duplicate on flash drives and external hard disk, rotate my in-house backup devices periodically with safe deposit box and distant friend. I'm no expert. May be better formats, but I want physical copies in my possession or control.

@caffeneko I use encrypted external hard drives, in a rotation. Data is backed up daily if a drive is plugged in. I store the ones not plugged in off-site.

The external drives are not the primary storage, that is on my home server, so migrating to a new backup drive is just plugging in a fresh drive, setting it up, then running my backup script.

@caffeneko @ehasbrouck @kashhill I know optical discs have fallen out of favour, but the M-Disc is supposedly one of the most durable storage mediums. My Blu-ray drive came with one.
@caffeneko @ehasbrouck @kashhill I run my own cloud backup between various computers I own using syncthing...
That way if one breaks I have the others
Currently I don't have anything off site so I'm still vulnerable to a catostropic event such as my house burning down, but eventually I will sort that and have another computer running an off site backup
@kashhill - Think about, "What would I need if my house *did* burn down?". Those are the records you should have in offsite backup, e.g. in safe deposit box.
@kashhill this is also a case for not keeping important stuff on the cloud
@angelwolf71885 @kashhill
Absolutely. The cloud is ok for a backup. Stuff i care about replicates there. Enables me to get to it from other devices. But it is all on physical storage in my home. That is all detachable so a pc death won't matter. And i have a server at a hosting facility where I store zipfiles of stuff i want to keep.
@dbc3 @angelwolf71885 @kashhill I have had 3 external HDs brick on me. I don't trust them anymore.
@kashhill It's amazing we've allowed them to have so much power - our lives are documented on their platforms, and we can't even get a hold of a human being when they do shit like this. Congress should fix this - require large platforms to have accessible customer service.
@kashhill This is the reason we removed all files from G Drive and removed all pictures from Google Photos. Not because of criminal activities but because they own everything from you and can block your access for unknown reasons and by the time they figured out you haven't done anything wrong, everything is gone/deleted. I prefer my pictures to be lost on my broken external hard drive instead of a "secure" place like Google 🤨
@FabOnABike @kashhill they don’t own your stuff, they own the right to access it. If you take it out, it’s yours and not theirs. Having security checks is something most would consider natural for webhosts like Google. But it should detect real illegal activities and not something that’s just conspicuous.
@teachpaperless @kashhill Yes true, the stuff is mine, but it's on their "property". I'm still at risk that if something happens to them or to me, i might not have access to it anymore. If I take a picture of the daughter of my best friend while she is swimming in the lake, that could be considered an illegal activity in a different jurisdiction. Or me in a picture with baking soda could look suspicious too. I don't leave the decision to flag that to an AI engine.
@FabOnABike I agree with much that you say but I think we’re discussing different topics. The idea of ownership is important and if you really value stuff I agree that the best thing to do is to store it yourself. But on the other hand cloud storage is a convenient and cost cutting way to store much that’s important too , and it adds an extra level of scrutiny where criminal activities doesn’t find any refuge.
@kashhill @1br0wn We need to move beyond and away from corporate behemoths offering Faustian bargains for services. 2023 is the year of seizing the means of one’s own social media production.
@kashhill I guess I’m glad Google closes first and asks questions later because with abuse time is of the essence.
@LaureM agreed. But it’s also important they have strategies for handling appeals.
@kashhill This is why you don't trust cloud services with your life.

@newsorpigal @kashhill

I think some of the changes you're seeing here might be EU Digital Services Act -related (see article 20): https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=uriserv:OJ.L_.2022.277.01.0001.01.ENG#d1e2758-1-1

EUR-Lex - 32022R2065 - EN - EUR-Lex