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Understand Google's advertising policies, including ad approval status and account suspension
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Account suspended for suspicious payment activity

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

Hi everyone, 

 

I'm fairly new to Adwords and I need your help.

 

I opened my Adwords account a few months ago and tried to run some test ads.

 

Two of my first test ads were disapproved, one for display banner quality and the other was for website functions. A local Google representative from Google Korea called me and advised that I needed to make a few changes to my "before&after" pictures and clearly state that results may vary. She said that the site will be good for review once I make the changes. I submitted for review, and didn't hear back for weeks. I didn't try anything else from this point because I wanted to hire a developer to make my website Google compliant.

 

Then two months ago in March, I received the following message:

 

"We've identified suspicious behavior in the payment activity of your AdWords account <edited by a Community Manager as noted below> or a connected account. To help prevent any unauthorized activity, we suspended your AdWords accounts and stopped your ads from running."

 

I never had an active ad running or had tried to make a payment. Confused, I contacted Google Support to ask why it was suspended. I should have made a phone call, because I made the mistake of re-submitting my account for review, and the answer came back as follows:

 

"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."

 

My website is a unique case that it is hosted by Shopify in the U.S. and is targeted to Korean speakers in Korea. This was also the reason it was reviewed by a specialist in Google Korea. 

All my products are legitimate and are compliant with Shopify and PayPal. I don't see a reason that Google will be against it. 

 

Here is the url to my website:

 

http://www.haring-b.com

 

I'm now very confused. Was my account actually suspended for "suspicious payment activity" or is that like a nominal reason Google gives for some special cases, which the reason for suspension cannot be disclosed?

 

I hope my questions were clearly explained. I'm a terrible story teller.

 

 

Note: this post has been edited by a Community Manager, per Community Posting Guidelines, in order to protect privacy and account security.
1 Expert replyverified_user

Re: Account suspended for suspicious payment activity

Top Contributor
# 2
Top Contributor
Please share your website URL so we can have a look;
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account suspended for suspicious payment activity

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
It's http://www.haring-b.com

It's all in Korean. Mind you, it's compliant with Shopify and PayPal standards.

Did I make the mistake of contacting via email and chat instead of calling? I never really tried to get an ad running on my AdWords account.

Let me post this thread again to better explain my situation.

Re: Account suspended for suspicious payment activity

Top Contributor
# 4
Top Contributor

Hello again;

To me it looks that there is an issue with the teeth whitening product you are promoting. However, since I can't read the content you'll have to  call your local customer support.

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 suspicious payment activity

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi MosheTLV,

Thank you for your response.

Do you know why the system would display the reason as "suspicious behavior in the payment activity?"

Is this like the nominal response Google gives for cases that do not fall under usual categories?

I'm just really worried because all the similar cases here in the community had no luck. And what's most confusing is that I really didn't do anything. I didn't even get started advertising on Adwords yet.

Re: Account suspended for suspicious payment activity

Top Contributor
# 6
Top Contributor

@Haring B 

I suspect that the issue here is with the products promoted. But I can't say without reading the content....

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 suspicious payment activity

[ Edited ]
Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

@MosheTLV

Thank you for your response.

Yes, I did suspect the same thing. But after calling in today, my thoughts have changed. I called both Google Korea and Google HQ today. Google Korea said that since the account is open in the U.S., they had no access to it. Google HQ gave me the local Google support number for me to call.

The second agent was kind enough to tell me that it's mostly likely credit card fraud issue. I'm the legitimate card holder, of course. But because I have multiple addresses, credit card systems find fraud risks with my payments. Usually a phone call fixes the problem, but with Google that is not the case.

Also, I'm not even sure my website is fully Google compliant. But before the suspension, I had access to consult Google support specialists, but I have that privilege taken away.

I'm just lost here. I am the rightful card owner. My website may not be fully ready. But since I never tried to run an ad yet, I don't think it's the reason for the ban. Also I did receive following automated message before the final decision.

"We’d like to let you know that your account is currently under review and we’re prioritizing this over other issues you may have written to us about. Our Specialists already know about this issue, and an investigation is underway. We periodically review accounts for security purposes and to verify billing information. We'll send you an update after the investigation is complete, typically within three business days."

Re: Account suspended for suspicious payment activity

Top Contributor
# 8
Top Contributor

I doubt that this was a billing issue, but in case it was,   fill in the following form:


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

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’