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Understand Google's advertising policies, including ad approval status and account suspension
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Account suspended because a different department's account was suspended.

[ Edited ]
Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I run the social media at a very old, very big, very well-known company. I manage our AdWords account dedicated to YouTube ads (we have about 1,000 videos on the associated YouTube account). I pay with a credit card.

 

We also have a department that does paid search, out of the same office building, on a different AdWords account. They do a lot more in $ volume, so they use invoicing to pay. They ran into issues when they switched to invoicing and the account got suspended because of double billing or something. Currently being resolved with the help of Maria C. in collections at Google.

...

So I wake up a few days ago and see they've suspended my account as well for not making payments, despite it having been totally paid off and actually holding a credit.

 

This is the message I get: http://i.imgur.com/pu2Y2ch.png 

Here's the billing history page: http://i.imgur.com/Lm0Wesc.png 

 

...

I could see how they think we went around their Terms of Use, or the accounts are linked, or something. We're at the same physical office address, but my Google account is like 5 years old (it's not like it was recently created), and the only ads we run our YouTube. We have different billing details, different contact people, etc.

 

So I appeal using their appeal form, explaining that we're two different groups, with different payment methods, under one roof at our office. We have 5,000+ global employees. 

 

And I get this message, informing me that the account will never be reinstated: http://i.imgur.com/Sl543j0.png 

 

I feel like this is like some sort of automated system gone terribly wrong. Is there anything I can do to fix this? As an enterprise, we really have nothing to gain from breaking Google's Terms of Use, and my payments are all automatic and made in full.

2 Expert replyverified_user

Re: Account suspended because a different department's account was suspended.

[ Edited ]
Top Contributor
# 2
Top Contributor

a suspension with a re-review is typically done by a person and permanent.

the red-bar account-message can be rather generic and not
necessarily correlated, or in sync, with the review details --
and added simply to prevent the account from being used.

since this is mainly a peer-to-peer public forum,
posting the original suspension email from google
may help others offer more specific suggestions --
[ minus any personal or private information ] --
rather than the re-review or red-bar messages.

Re: Account suspended because a different department's account was suspended.

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

Thanks for your reply, here's a screencap of the original email: http://i.imgur.com/XiGLcPE.png

It came 23 days after my latest payment; our payments are automatic. Since the last payment, we haven't run campaigns but have accrued credit because of invalid activity on the finished campaigns.

 

The email did come one or two days after the other department was suspended. They had an issue with their invoicing, but I pay with credit card.

Re: Account suspended because a different department's account was suspended.

Top Contributor
# 4
Top Contributor
Ouch.... Smiley Surprised
Has the other account (the "search account") been reinstated?
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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