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Understand Google's advertising policies, including ad approval status and account suspension
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Account Suspended - Not Sure Why - Any help greatly appreciated.

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

My account was abruptly suspended without any warning or notification e-mails.  I simply went online yesterday to refresh my balance as saw that it had been suspended.  After immediately calling Google support, the customer service rep, after looking at my account was also at a loss as to why this had happened and escalated my case to Google's policy division.  After calling back today to check on the progress, I received an email from Google that stated the following:  "you've submitted ads that violate our AdWords policies in this or a related account."

What doesn't make sense is that I haven't changed my ads nor submitted new ones since the day I established my account, close to 2 years ago.  I've never had a problem and don't advertise on my site nor use any 3rd party to manage my Adwords account or my website.  This is also the only account and website I own so I don't understand how a "related account" may be causing this issue.

 

My website is http://www.WaitingRoomSigns.com

 

We sell interior signage to hospitals, medical/dental environments and day spas.  Some examples of my keywords are "Healthcare signs", "no cell phone signs", "exam room signs"....etc.

 

Can anyone help me as to how I can resolve this?  I hope this is a big misunderstanding as we rely on Google Adwords to drive a significant amount of customers to our site.

 

Thank You,

 

Brent

2 Expert replyverified_user

Re: Account Suspended - Not Sure Why - Any help greatly appreciated.

Top Contributor
# 2
Top Contributor

Hi Brent,

 

Are any of your ads disapproved in your account?  Can you also post the exact email you received minus any personal identification information (customer id, email addresses etc...)

 

I didn't see anything glaring after a quick glance of your site but I think your ads may be the problem. 

 

-Tom

Tommy Sands, AdWords Top Contributor | Community Profile | Twitter | Philly Marketing Labs
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer.’

Re: Account Suspended - Not Sure Why - Any help greatly appreciated.

[ Edited ]
Top Contributor
# 3
Top Contributor

Hello;

 

I agree with Tom...Content looks OK;

Are you linking to any external site ? / Affiliate?

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: Account Suspended - Not Sure Why - Any help greatly appreciated.

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

I just received this response from Google:

 

"I understand your concern regarding the suspension of your AdWords account.The suspension of your account is not because of the website " www.WaitingRoomSigns.com " which you are promoting through AdWords.


Brent please understand, it has come to our attention that your Google AdWords account Customer ID: "xxx-xx-xxx" is related to another account which has repeatedly violated our policy and/or Terms and Conditions.


I'm sorry to let you know that we have suspended your account and will no longer allow your ads to run on Google."

 

What could this mean?  Has someone hacked my Adwords account and is using my ads to direct to a malicious website?  I don't use my Adwords account for any other websites so I am not sure how my customer ID could be used for something other than WaitingRoomSigns.com.  In addition, I just checked all my ads (which none were disapproved) and ensured that each one of them is directing to www.WaitingRoomSigns.com which they are.  Any suggestions on where I go from here?

 

Thanks again for your help,

 

Brent

Re: Account Suspended - Not Sure Why - Any help greatly appreciated.

Follower ✭ ☆ ☆
# 5
Follower ✭ ☆ ☆

Since they say related account, please check "My Account"-->"Linked Account" or "Account Access" area, see if anything unusual?

Re: Account Suspended - Not Sure Why - Any help greatly appreciated.

[ Edited ]
Top Contributor
# 6
Top Contributor

 

Hello again

Have you (or other agency on your behalf), advertised this site using another AdWords account?

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: Account Suspended - Not Sure Why - Any help greatly appreciated.

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

The Adwords account in use is the same one I opened close to 5 years ago.  The only accounts that are linked to my Adwords account is my Google Analytics account.  Nothing looks unusual under my account settings and I have never used an agency or advertised another website using this Adwords account.

 

After doing exhaustive research, the only reason I came up with that could be causing this violation is the following scenario:  I am having a developer redesign www.WaitingRoomSigns.com to provide more functionality and he is using www.WaitingRoomSigns.net (which I own) to stage the site during development.  Once active and tested, we are going to move it to www.WaitingRoomSigns.com.  He has uploaded my logo to www.WaitingRoomSigns.net and is using a lot of the same content.  I understand that Adwords has a policy preventing "Mirroring and framing (Copying)".  All I could think is that Google's computers somehow think that my advertised site, www.WaitingRoomSigns.com, is copying content (same logo) from www.WaitingRoomSigns.net, which obviously is a big misunderstanding and would take minimal human intervention to figure this out.  Yet, when describing this scenario to Google as I exhaustively try to escalate this, I received this response:

 

It's me Yashwanth again from Google AdWords Team.
 
I understand that your Ads are pointing to only one website "www.WaitingRoomSigns.com" and I confirm that this is not the issue with your developement site.
 
Please understand this suspension is done with thorough investigation by our specialists. As mentioned in our previous email, your Google AdWords account has been suspended because it is related to some other account and that particular account has been suspended due to multiple disapprovals. Upon review, we've determined that account suspension was made in accordance with AdWords policy and procedure.

 

So, I am back to square one and have no idea how my account is "related to some other account" which has "been suspended due to multiple disapprovals".

 

Anyone have any suggestions?  Thanks for your help.