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Understand Google's advertising policies, including ad approval status and account suspension
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Account suspended for billing information.

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I have the message in my account "Your Google AdWords account has been suspended because your billing information in this or a related account could not be verified."

It started before. I had another card in the account, the bank refused the charges.

 

So I got a new card, loaded it into the account, used it to pay the balance owing on the account. All was fine for about a minute and a half, and then the account got suspended due to the message above.

 

I submitted an appeal, got the email back.

---

 

Dear Advertiser, Thank you for your email.

*** Please do not respond to this system-generated email. ***

While reviewing your account, we found violations of our AdWords policies in this or a related account. As a result, your account has unfortunately been suspended, and your ads will no longer run on Google.

For information on the terms associated with AdWords account use, please review our Terms and Conditions at: https://adwords.google.com/select/tsandcsfinder

If you have a prepaid balance remaining in your account, you can request a refund at any time by following the instructions at: http://support.google.com/adwords/bin/answer.py?hl=en&answer=1703646

If you believe that you meet all of our Terms and Conditions and want to make an appeal, fill out the following form: https://support.google.com/adwords/contact/pf_suspended

Please be aware that we can't process your request unless our Terms and Conditions are met.

We appreciate your cooperation.

Sincerely,
The Google AdWords Team

Sincerely, The Google AdWords Team This email and the information it contains are confidential and may be privileged. If you have received this email in error, please notify me immediately. You should not copy it for any purpose, or disclose its contents to any other person. Internet communications are not secure and, therefore, Google does not accept legal responsibility for the contents of this message as it has been transmitted over a public network. If you suspect the message may have been intercepted or amended, please contact us. 

 

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I checked the terms, and so far as I can tell everything is fine. Checked the policies, everything is compliant.

 

Phoned them, got an automated message "Your account violates our terms and conditions"

 

I'm at a loss here. Wish they would tell me why it violated so I could fix it. Any ideas?

2 Expert replyverified_user
3 ACCEPTED SOLUTIONS

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by topic author Tony H
September 2015

Re: Account suspended for billing information.

Top Contributor
# 4
Top Contributor

Hello again;

 

Please review the financial services section of the Policy and the information harvesting section;

It seems that you are not complying with both!

 

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’

View solution in original post

Marked as Best Answer.
Solution
Accepted by MosheTLV (Top Contributor)
September 2015

Re: Account suspended for billing information.

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

Hi there.

 

I do have a privacy policy (in the top menu), but I hear you. I will continue to work on the site.

 

My account has been unsuspended and is running ads now, which was the biggest hurdle. I will continue to make improvements to the site, working on the areas you suggest so that there won't be any question in the future.

 

Thanks again for your help in pointing out the areas I need to improve, it's greatly appreciated!

View solution in original post

Marked as Best Answer.
Solution
Accepted by topic author Tony H
September 2015

Re: Account suspended for billing information.

Google Employee
# 9
Google Employee

Hey Tony H,

 

You have been suspended due to billing related issues(not policy).

Please fill up this form and our specialists will investigate your case and take steps to re-enable your account. Thanks.

View solution in original post

Re: Account suspended for billing information.

Top Contributor
# 2
Top Contributor

Please post your website URL

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 for billing information.

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Marked as Best Answer.
Solution
Accepted by topic author Tony H
September 2015

Re: Account suspended for billing information.

Top Contributor
# 4
Top Contributor

Hello again;

 

Please review the financial services section of the Policy and the information harvesting section;

It seems that you are not complying with both!

 

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 for billing information.

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Thanks MosheTLV!

 

I looked at Information Harvesting, and removed the one form that wasn't submitting over SSL (on the sidebar). The others are. People can browse the site without submitting a form for anything, not sure if the other forms (the free credit guide, for example) are an issue. It's basically a newsletter though, supplementary content. Should I remove that as well?

 

I did read through the financial services section, and I'm not sure what info I'm missing. Should I describe the application process and what it imples more thoroughly? Or?

Re: Account suspended for billing information.

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

I made some changes based on your suggestions. Looks like everything's online now - not sure if it's because I made the changes or because they finally got around to verifying the account. Either way - I really appreciate you taking the time to look at my site and provide insight!

 

Thanks so much for your help!

Re: Account suspended for billing information.

Top Contributor
# 7
Top Contributor

Hello again

I am sorry, but you are not complying with these sections;

 

Please thoroughly read ALL sections of the Policy. (Focusing on those I mentioned, but also all others. For example; there is a specific requirement in the "information harvesting " to include a privacy Policy)

 

You need to read every single clause and requirement, and to verify / show that every requirement / clause is fulfilled /satisfied within your site.

 

No short cuts on that!

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’
Marked as Best Answer.
Solution
Accepted by MosheTLV (Top Contributor)
September 2015

Re: Account suspended for billing information.

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

Hi there.

 

I do have a privacy policy (in the top menu), but I hear you. I will continue to work on the site.

 

My account has been unsuspended and is running ads now, which was the biggest hurdle. I will continue to make improvements to the site, working on the areas you suggest so that there won't be any question in the future.

 

Thanks again for your help in pointing out the areas I need to improve, it's greatly appreciated!

Marked as Best Answer.
Solution
Accepted by topic author Tony H
September 2015

Re: Account suspended for billing information.

Google Employee
# 9
Google Employee

Hey Tony H,

 

You have been suspended due to billing related issues(not policy).

Please fill up this form and our specialists will investigate your case and take steps to re-enable your account. Thanks.

Re: Account suspended for billing information.

Top Contributor
# 10
Top Contributor

I still think that this site violets the requirements as for loans. That - my opinion - should be fixed, irrelevant to cause of the suspension.

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’