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Account suspended for violating software policy -a long and confusing issue unresolved.

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

On October 15 google changed the software policy without any notice. We never recieved any kind of email or message in Adwords that said changes are coming. While this is not the main issue here, it started the problems. Google would be well advised to copy microsoft who send emails for every change. On October 31st we got the notice we were violating software policy. Support said we were missing the newly required uninstall instructions must be on the site. We added that and resubmitted. Since then it has been endless. They come back and say something else needs to be changed, we change it and resubmit, then they reply contradicting their previous demand, we change again, they again come back with something out of the blue. The latest one is that they see a pop up when they click download. That is the Adwords rep interpretation. Who knows what the specialist actually told him. The fundamental problem here is we keep dealing with India. They are poorly trained as I had to walk the rep on the phone how to install and use a firefox browser at one point . I'm not sure the specialists are much better. The bottom line is we have gone throughpolicy software policy line by line. We believe both the software and site are compliant to it. We also have competitors who license the same software and have similar sites that work exactly like ours but have not been flagged. The rep gave us a link to flag them, but they are not violating anything so why should we? We need someone from the California office, someone senior like a specialist manager to look at this and give us the exact details they want changed or just approve it. Not suggestions, or assumptions, etc....we have dozens of emails, chat transcripts, phone recordings that I can present that would show how laughable the support has been. Account is 8476589022, site is momsrecipefinder.com. We are not interested in canned responses. 

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Re: Account suspended for violating software policy -a long and confusing issue unresolved.

[ Edited ]
Top Contributor
# 2
Top Contributor

Hello JamesD;

 

 

If your site is thoroughly checked, there are, apparently, a number of violations found. That, IMHO  was the source of the confusion among the CSRs...

 

I will list  only those, I think, are the major two. (Aside from the software section of the policy - that I did not check, since you wrote it had been fixed.):

 

It looks that your site violating the following clauses:

  • Free gifts clause of the information harvesting section:

    Google doesn't allow the promotion of sites that collect personally identifiable information in exchange for a free gift (such as free eBooks, free videos, etc.) where collecting this information is the primary purpose of the site.

  • The bridge page section - Look at the numerous links to other sites on the "contact us" page

    "Google AdWords doesn't allow ads that promote bridge pages.  A bridge page, also known as a doorway page, is a web page created for the main purpose of sending visitors to a different site."

     

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account suspended for violating software policy -a long and confusing issue unresolved.

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hi,

 

Thanks for responding. Are you sure you looked at Momsrecipefinder.com? We don't collect any  information. We don't even have a form to submit any information in return for anything free. The contact us page is just a form provided for support by the company we license the software from. As for the software policy, we believe it's fixed, but we can't get any reasonable response out of the review team. The latest response is they get a pop up. Their is no pop up. We can change the contact page, we just thought better software support can be provided by the maker of the software. The software itself is passive. We don't collect any information about the user.

Re: Account suspended for violating software policy -a long and confusing issue unresolved.

Top Contributor
# 4
Top Contributor

Hello again ;

Are you familiar with YOUR own site personal information policy?

 

"We use Personal Information you to use our service, manage your MomsRecipeFinder.com account, post on our blog. Currently, we do not use your personal information for any other reason. However, we anticipate using your Personal Information directly, indirectly, and in combination with data we exchange with other parties to introduce you to informational, service, and/or product offerings of Brockway Media, Inc. and/or its subsidiaries, affiliated companies, partners, select unaffiliated companies, assigns, and/or brands that are owned by, licensed by, and/or partnering with Brockway Media, Inc. (collectively, "Our Companies"). We will do this by transferring, licensing, and/or sharing your personal information with Our Companies and hope you will be interested in the advertisements, marketing materials, and/or promotions with which you are presented. Our Companies will also sell, license, transfer, and/or share your personal information with unaffiliated list brokers, affiliate marketers, and/or companies that want to advertise other products and/or services. Once a third-party obtains your personal information, its subsequent use is controlled by the business practices of the third party, which is beyond our control. You may choose not to provide us with any Personal Information. In such an event, you may not be able to use some or all of our services.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account suspended for violating software policy -a long and confusing issue unresolved.

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Thanks for bringing that to my attention. That was a placeholder privacy policy that should have been swapped out when the site went live 8 months ago. Ill have our webmaster take care of it ASAP. As our EULA states, we don't collect any information. Anyhow, the issue isn't the site itself as they have repeatedly told us it is fine. The latestresponse which I just got a few minutes ago is this: 

 

"The site is in violation of Software principles policy due to the 'click here to get 20,000 free recipes' link and the user was not able to download the software in one browser without changing any others."

 

We changed that link on day 1 of our account being disabled. It's not there. No where does it say that on our site. Furthermore, the software was altered a month ago to not make any changes to any other browsers without the users consent 3 weeks ago. The software only works in IE and Firefox. It used to install to botif but then te software policy was changed, so we updated it.