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Understand Google's advertising policies, including ad approval status and account suspension
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Account suspension due to violation of Terms & Conditions

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I have spent the best part of the last two weeks convincing the client and then setting up the adwords account for a client only to run for 5 days and then be shut down without any explanation.  I appealed assuming that there had been some kind of mistake only to recieve a message that said the decision was, 'correct and final'.  Working for agencies for 8 years I have run many campaigns without any problems more serious than excessive capitalisation and even took the best practice exam so am shocked that I'm having this issue.  I also would have expected Google who claim to be uber transparent would be at least able to tell me what the problem is but when I ring support they say they, 'can't give me any further details for security reasons', I asked them to give me some possible reasons or even hazzard a guess why my account wasn't running but they said 'guessing was against Google policy'.  

 

Can anyone help? 

 

Also (secondary questions):

If I guess the problem and make the right changes will my account be reactivated?

I work for an agency can I set up other accounts for different clients, or am I now black listed?

 

2 Expert replyverified_user

Re: Account suspension due to violation of Terms & Conditions

Top Contributor
# 2
Top Contributor

Hello there;

The account is suspended; meaning the owner of the account (usually the one that opened it, and accepted the TOS)

is suspended from advertising with Google again. If the account had been opened by your client, and was (later) linked to the agency's MCC, then the client was (the one) suspended. I assume the same applies, if the agency opened the account FOR the client, under the client's email and billing details.

 

Can we have a look at the site suspended?

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account suspension due to violation of Terms & Conditions

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thanks for replying to my post, this whole thing is actually making me loose sleep!

 

The site is www.trakdot.com they sell tracking devices that air passengers put in their bags so that if the airline looses them they know what airport the bag has been sent to.  It's all airline compliant, the site seems to process orders in a secure manner and the back button works.

 

There's one thing that I did wonder might be the problem, the billing name & address and the billing profile name & address are different as I work for an agency and am using a credit card from the finance team based in a different office.  Could this be the issue and if I change it will my account come back online?

 

Any help would be seriously appreciated.

Re: Account suspension due to violation of Terms & Conditions

Top Contributor
# 4
Top Contributor

Hello again

  • On my machine I could not  execute a purchase. ("Add to cart"  did not respond.) Are payments SSL secured?
  • You are collecting personal info. Wher is a privacy policy?
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account suspension due to violation of Terms & Conditions

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Thanks for getting back to me so quickly.  The privacy policy is in the right of the footer just below the fold. http://www.trakdot.com:8080/TrakDot/privacy.jsp

 

Add to cart seems to work find on my machine, we didn't build the site so I don't know if the payments are SSL secured although my developers suggested that perhaps it's not (by putting https in front of the URL) I have a call with the client this afternoon is do you have any other suggestions or questions I should ask about the site?

 

Also I assume you don't think it's the difference in billing and profile details then?

 

 

Re: Account suspension due to violation of Terms & Conditions

Google Employee
# 6
Google Employee

Hi Richard,

 

There seems to be a billing related issue which is what led to your account getting suspended. Please fill this form with all the required details. A specialist on the Google billing team will review it and take required action(usually within 2 days). Thanks.

Re: Account suspension due to violation of Terms & Conditions

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

Stupidly I've started this thread logged into my other account which has been used in the past but not currently.

 

The account that I am enquiring about is richard.potts@1000heads.com ( Client ID: 617-644-4836 & Manager ID: 825-863-0518)

 

I've already filled in the form that you linked to and got nowhere.  Could you have a look at the account detailed above and see what you make of it?  I can relog in with that account and comment if you need me to?

 

 

Re: Account suspension due to violation of Terms & Conditions

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

Re: Account suspension due to violation of Terms & Conditions

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Hi again, I've asked the guy that developed the site and he says that the payements are SSL secured, have you got any other ideas?

 

Thanks,

Re: Account suspension due to violation of Terms & Conditions

Top Contributor
# 10
Top Contributor

Did you see Google's reply to this thread (3 posts above)?

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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