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Understand Google's advertising policies, including ad approval status and account suspension
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Account suspended, Unclear as to why

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I have received notice that our Google Adwords account has been suspended.  When I was building the site I was sure to get approval from Google and their team of representatives to make sure it falls within guidelines and policies.  I confirmed with 3 Google employees that my site met all criteria needed.  

 

After just over a month of it running successfully, I received an email stating it is now in violation and suspended.  Did Google update their policy on Google Adwords within the past 60 days?

 

I have a tough time getting a clear answer to what policy or change needs to be completed.  Any help would be very much appreciated.

 

The website is www.helpingwithstudentloans.com

1 Expert replyverified_user

Re: Account suspended, Unclear as to why

KT
Follower ✭ ✭ ☆
# 2
KT
Follower ✭ ✭ ☆
Hello Scott,

It seems there are repetitive violations happening across the account, I am not 100 sure but this site violates both the financial services and the user safety sections of the Policy.

Please see this: "If your account was suspended for violating our landing page and site policies, unfortunately we can no longer accept advertising from you unless you've made significant changes to your website in order to comply with our policies. Please note that in certain circumstances, your website might not be able to comply without an actual change in business practices. If you believe that your website is now in compliance, contact them (https://support.google.com/adwords/contact/site_policy?rd=1) , describing the changes that you've made."

Hope this helps!

Re: Account suspended, Unclear as to why

[ Edited ]
Rising Star
# 3
Rising Star

Hi Scott,

You might have received an email from adwords, enclosing the reason for the account suspension.

Please check the exact reason for this using policy details under the ads tab:

Go to ads tab >> columns >> modify columns >> `Attributes >> add policy details >> apply.

 

Adwords policies change link:  

https://support.google.com/adwordspolicy/topic/29265?utm_source=hc&utm_medium=susp&utm_campaign=2375...


Regards
Archit, AdWords Rising Star, Community Profile
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Re: Account suspended, Unclear as to why

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
I have reviewed the policies that Google has in place.

I do not see how we violate the financial services and user safety. Could you please be more specific? You seem to know of repetitive violations on our account. Could you please let me know what 1 or 2 specific violations that our account is not following? You help is very much appreciated.

Re: Account suspended, Unclear as to why

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
I have reviewed the policies, but still have no clear answers as to the violations that our site have committed.
Marked as Best Answer.
Solution
Accepted by Mini-CM (Community Manager)
December 2015

Re: Account suspended, Unclear as to why

[ Edited ]
Rising Star
# 6
Rising Star

I did not find anything missing out on the website. There is privacy policy, disclaimer, term of use, address and phone number.

Please go through the adwords policy related to financial services shared in the link if there is any violation:

https://support.google.com/adwordspolicy/answer/2464998?hl=en

 
And it is not necessary that account may get suspended due to policy change only. Adwords accounts are reviewed periodically. So, might be it get passed 1st time in the automatic review and now get suspended in the 2nd review.


Regards
Archit, AdWords Rising Star, Community Profile
Did you find any helpful responses or answers to your query ? If yes, please mark it as the ‘Best Answer.’

Re: Account suspended, Unclear as to why

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
I have gone through the policy with regards to financial services. There are 4 bullet points to abide by and we follow all 4.
- We operate in compliance with the state and have all licenses to practice business in our state.
- Our fees are described or discussed on our website http://www.helpingwithstudentloans.com/#!cost/el2g6
- We share where help can be obtained for free. "Student loan help is available through the Department of Education without professional assistance and without charge at https://studentloans.gov. Student Consulting Group/helpingwithstudentloans.com is Not Affiliated With or Endorsed By The U.S. Department of Education."
- And we have both our physical location and PO Box mailing address on the website.

I am still unclear the reason behind our account being suspended.

Re: Account suspended, Unclear as to why

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
Archit, Thank you for the reply and I have reviewed this policy previously.


I have gone through the policy with regards to financial services. There are 4 bullet points to abide by and we follow all 4.
- We operate in compliance with the state and have all licenses to practice business in our state.
- Our fees are described or discussed on our website http://www.helpingwithstudentloans.com/#!cost/el2g6
- We share where help can be obtained for free. "Student loan help is available through the Department of Education without professional assistance and without charge at https://studentloans.gov. Student Consulting Group/helpingwithstudentloans.com is Not Affiliated With or Endorsed By The U.S. Department of Education."
- And we have both our physical location and PO Box mailing address on the website.

I am still unclear the reason behind our account being suspended.

Re: Account suspended, Unclear as to why

Rising Star
# 9
Rising Star
Hi Scott,

If you find everything is OK with you site and there is no policy violation then you can request for site review by filling this form:

https://support.google.com/adwords/contact/site_policy

Regards
Archit, AdWords Rising Star, Community Profile
Did you find any helpful responses or answers to your query ? If yes, please mark it as the ‘Best Answer.’

Re: Account suspended, Unclear as to why

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭
Archit,

I have filled out this form previously and they suspended our website from Adwords. I get very vague auto trigger responses back.

This was the latest reply: "Hi,

Thanks for your continued patience during this process. Our specialists have re-reviewed the account and confirmed that it is in violation of our AdWords policies. Since this decision is final, the account will not be reinstated. Please avoid creating additional AdWords accounts, as they will be subjected to the same suspension.

Our support team will not be able to give you any more specifics on the suspension.

We appreciate your understanding and cooperation.

Sincerely,
AdWords Support Team"

This does not help me correct the issue they see. I would love to be able to get a straight forward answer. If it was more clear it would be easy for me to correct. When I call the Adwords phone number I am unable to speak with anyone regarding getting help. The customer service and assistance I have received from Google Support Team has been next to nothing. I would get more answers on this matter if I was talking with my dog.

It makes it very frustrating and I know I am not the only person to face this problem with Adwords, as their are many complaints similar to this already.

Do you see any violation on our website?
www.helpingwithstudentloans.com