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Understand Google's advertising policies, including ad approval status and account suspension
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Account Suspended for honest mistake/typo, please help!

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

So I was in the process of setting up a new account, had built all the landing pages, campaigns, etc., everything looked to be completely fine to me.  I have worked with several other clients besides this one on Adwords over the years and have always strived to follow best practices.  I received an email with the dreaded "Account Suspended", "No more advertising for you" line and I'm scared to death.

 

I received no warning and no notice about anything that might need fixed.  I hadn't even put in the payment information yet to activate the account, so any problem could have easily been rectified before going live.  The business is 100% legitimate travel package sales, the site has a privacy policy, and lots of good content, everything on the site is honest and in order.

 

THE one problem.  When I called this AM, the rep looking at my account noticed that I had accidentally entered the destination URL for my ads as mydomain.com.com/etc instead of mydomain.com /etc (obviously a typo).  She said that I had likely been banned for cloaking since that mistake URL takes you to a different IP.  I immediately fixed the problem, just a dumb mistake, but certainly not a dishonest one.

 

I am under the impression that Google usually informs you of such errors and asks you to correct them, banning people only after repeated and "egregious" violations, rather than assuming the worst from the outset.

 

She also told me that the ban can be permanent and I personally can be banned from ever using adwords again.  I make the large majority of the income for my family through the honest use of Google's advertising products, what can I do to appeal/plead/beg that I be treated with leniency for this mistake (if that is indeed the reason, that's the only thing the rep could see wrong in my site/account).

 

I've submitted the "automated request", but I'm hoping someone can share with me an alternate appeals process, or some way that I can clear this up... I really am an honest advertiser who made a forgivable mistake.

1 Expert replyverified_user

Re: Account Suspended for honest mistake/typo, please help!

Top Contributor
# 2
Top Contributor

Hello CaboSan'

Please post your website URL

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account Suspended for honest mistake/typo, please help!

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hello Moshe,

 

My URL is http://www.cabosanlucasgetaways.com

 

Re: Account Suspended for honest mistake/typo, please help!

Top Contributor
# 4
Top Contributor

Hello again;

By saying that when you were in the process of setting a new account; -  do you mean that you had another account?

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account Suspended for honest mistake/typo, please help!

Visitor ✭ ✭ ✭
# 5
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No, I don't actually own any other accounts.  I have helped and advised some others for many years as a part of various jobs, but never owned an account.

 

 

Re: Account Suspended for honest mistake/typo, please help!

Top Contributor
# 6
Top Contributor

I am referring the case to Google asking a policy specialist to look into the suspension;

Watch your email for communication from Google

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account Suspended for honest mistake/typo, please help!

Visitor ✭ ✭ ✭
# 7
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That's very kind of you, Moshe.  I think if I can speak to a live person and discuss what happened, they will realize that I am an honest advertiser and meant no harm by any inadvertant mistake I might have made. 

 

 

Re: Account Suspended for honest mistake/typo, please help!

Top Contributor
# 8
Top Contributor

Let Google first recheck the case;   I can only refer documented cases, through  email.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account Suspended for honest mistake/typo, please help!

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Here is the response I received:

 

"I am XXXXXXX from the Google AdWords team and I am writing in response to your community post.

It has come to our attention that your Google AdWords account "XXXXXXXX" doesn't comply with our terms of service and advertising policies. You've repeatedly submitted ads that violate our policy in this or a related account. As a result, your account has been suspended, and your ads will no longer run on Google."

 

I never repeatedly submitted anything.  I built the campaign and uploaded it all at once (typos included, obviously) and never received any message about ads being declined or anything of the sort.  They're implying that I did something wrong on purpose and did it repeatedly, which simply isn't true.  

 

Can someone help me please appeal to someone who can actually tell me what's going on here?  And what does this mean?  Can I not run ads on this domain ever again, can I never own another account, can I never help other with their account?  What is implied by this type of suspension.

 

Please help, I do everything I can to follow the rules, and I don't believe I did anything that deserves this punishment.

Re: Account Suspended for honest mistake/typo, please help!

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

I'll also note that I never received a response to my actual "re-review" request, this seems to be in response to this post.  Is this perhaps a canned response that is promulgated until the review team had a chance to look into my actual problem?

 

I can't imagine a human being (rather than an algorithm) looking at my issue and judging that there was any harmful intent on my part.  If so, I'd like them to be specific about what they feel that may be...