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Understand Google's advertising policies, including ad approval status and account suspension
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Account suspended - Billing Information

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello,

 

I'm contacting you because I have a problem with my Adwords account.

 

I signed up to Adwords in mid October, made an initial deposit without any problems & started running campaigns - all very smoothly.

 

However, 2 weeks ago when logging in I got a message saying that our account had been suspended due to our billing information not being able to be validated.

 

I phoned both the UK & US support numbers, got a recording saying that our account was suspended due to a breach in T&C's, sent an e-mail to support and got the exact same explanation (or lack of). I then spoke to a few members of the support team (by phone) but they kept on forwarding me to the recording and/or e-mail.

 

I'm turning to you because we have no idea what the billing information issue is, and would really like to resolve this situation.

 

thanks in advance,

Chris

G+

1 Expert replyverified_user

Re: Account suspended - Billing Information

Top Contributor
# 2
Top Contributor

Hello polluxn;

Since you are saying that the campaign ran for more than 2 months smoothly, I suspect that, though, you received a billing suspension message, the actual reason for the suspension was a landing page violation;

 

So; my questions:

  • During the time the campaign was active; were there any charges by Google that were declined ?
  • Can you share your website URL?
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account suspended - Billing Information

[ Edited ]
Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hi Moshe TLV,

 

- We made a deposit on our Adwords account initially and this was accepted within minutes (so no, there weren't any declined charges);

 

- We were running a few campaigns before the suspension. The URLs are:

 

www.blinkogold.fr ( c.mobpartner.mobi/?s=405303&a=1594&subid=GAW-keyword)

 

thanks in advance,

Chris

Re: Account suspended - Billing Information

Top Contributor
# 4
Top Contributor

Since this is a public forum please remove immediately the adult site link!!

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 - Billing Information

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

URL's removed (I simply added all the urls as you requested Smiley Happy ).

 

I hope this helps.

Re: Account suspended - Billing Information

[ Edited ]
Top Contributor
# 6
Top Contributor

Hello again;

As I initially suspected, your websites violate the adult section of the Policyת and also the copyright section;

 

Read and make yourself familiar with the policy before advertising; Once suspendedת you cannot advertise anymore with Google.!

 

http://support.google.com/adwordspolicy/bin/answer.py?hl=en&answer=1316548&rd=1

 

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 - Billing Information

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

Hi Moshe,

 

can you please be more specific on which clauses we breached & on which websites?

 

The only forbidden services stated on the policy refer to escort & prostitution - we were promoting video downloading services ONLY.

 

As for copyright, we're an affiliate of the owner of these websites - who have complete copyright for the end product.

 

Every time we had a rejected campaign we took firm stances to correct the issue without delays - all campaigns had been previously approved by Google Adwords! It also came to our knowledge that we were intitled to an account manager during the first 2 months of our Adwords experience - we were never contacted!

 

Please tell us what we can do in order to rectify this situation and we will do it. We were never warned that we were breaching any clauses - all we got was a blunt suspension without notice.

 

thanks in advance

Re: Account suspended - Billing Information

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

Hello again, Moshe TLV,

 

I forgot to mention that the URL's used for redirection are solely for statistics. We are not promoting those sites, we only use the hosting platform for stats.

 

This means that the sites that we were promoting are the ones shown on the display URL.

 

Can you please let me know which of these is causing the breach? We're left out in the dark here. Please give us some support.

 

thanks in advance

Re: Account suspended - Billing Information

Top Contributor
# 9
Top Contributor

Hello again;

 

Quote:

>>"Every time we had a rejected campaign we took firm stances to correct the issue without delays"

 

  • That is not the way it works with AdWords; You must comply with the Policy prior to advertising. Not fixing the site after being suspended;

 

The landing pages you listed (i.e the websites the user ends on, after all redirects) - in my view - violate the Policy;

(I disagree with your interpretation of the adult section of the Policy: "Google AdWords doesn't allow the promotion of escort services, prostitution, or other adult sexual services".)

 

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 - Billing Information

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

Hello MosheTLV,

 

First of all, I would like to thank you for the help you've been giving us throughout this day while we try to find out the reason for the suspension of our Google Adwords account. I entirely understand the grounds you are basing your statements on.

 

Nonetheless, under the Adult and sexual dating sites section of the Policy, it clearly states that "Google allows the promotion of adult and sexual dating sites. However, these ads will be given a "non-family safe" or "adult" status, depending on how the service is promoted". This proves that Google does in fact authorize the promotion of adult content and, as such, our campaigns were approved, and labeled, under this category - and therefore is not a reason that makes our account eligible for suspension.

 

We understand that adult content is often frowned upon in our society, however, if one follows the guidelines as we did, there is no reasonable motive to have our account disabled without a formal warning or recommendation.

 

The Copyright section of the Terms & Conditions clearly points out that "An account may get suspended if you have several violations or a serious violation. If this happens, all ads in the suspended account will stop running, and we may no longer accept advertising from you. Any related accounts may also get permanently suspended and your new accounts may get automatically suspended at set up". This is the status our account is under at the moment, nonetheless, we believe that we did not commit a serious violation taking into account that we were not provided with the Copyright Documentation Form mentioned in this Policy which should be filled out before resubmitting an ad for review.

 

We honestly rely on your experience as a Google Contributor and would further like to emphasize that we did not act in any form of willful misconduct, nor did we wish to engage in foul play - we simply were unaware of the limitations and measures enforced by Google Adwords.

 

In truth, the mistakes that potentially led to our account suspension were due to our lack of experience in managing Google Adword's tools and could happen to any user taking his/her first footsteps in this form of promotion - the destination URL was different from the display URL as we were using a redirection URL for statistical purposes (Adwords allows redirections). Another beginners mistake we made was trying to insert 2 ads with different landing page URL's under the same ad group - something we were absolutely unaware of. These were the issues pointed out to us and which we swiftly fixed in the past.

 

I would like to request that you please take our point-of-view into account and rest assured that, if our account be reactivated, we will do everything in our power to make sure these involuntary mistakes do not happen again.

 

Thank you for your time.