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Understand Google's advertising policies, including ad approval status and account suspension
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Acct. Suspension/No specific reply from Adwords Team although we asked

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

The company where I work recently installed a VPN in all computers to all outbounding connections, but read some comments about Google Adwords not to allowing this kind of connections to their platform. We recently try to create a new Adwords account to manage one of our client's campaign, but Google suspended it without any notice or reason given. We contact Adwords to let us know more about the reason of the suspension, but anyways we'll like to know so we can consider this in the future (and talk with our manager about it): could the use of a VPN connection be the reason of a suspended account?

 

If you are part of the Google Adwords Team, please feel free to contact us at any time. 

 

Thank you for your answer.

1 Expert replyverified_user

Re: VPN and Adwords Problem

Google Employee
# 2
Google Employee

Hi Gameland,

 

Thank you for your posting. Regarding your question, I don't think your installation of a VPN would cause us to suspend your account. More likely, when you created your new campaign there was something in the Ads that violated Google's policy. When you contacted our support, did they give you any details on why your account was suspended? This would be helpful for us on how you might be able to fix the issue. 

Re: VPN and Adwords Problem

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi JP, thank you for your answer.

Our ads where no violating any policie (in fact, they were all approved by Google Adwords team) and they didn't give us any reason to suspend the account. We contact the Adwords Team and they answer us a few hours ago just saying the decision is that they can't unsuspend the account (we didn't even ask for that) but again, no more details or reasons given.

We are really worried about this. I understand the Adwords decision of course, but we would like to know the reason of the suspension (for example, if there is something on the site that we should change) because this is one of our main custommers website and we really want to run his campaign on Adwords just because it's the best system we know as an online advertising agency.

When they suspended our account, the Google Adwords team didn't ask for any changes, that's the reason we couldn't be able to change anything.

If Google Adwords team just let us know where is our mistake, we can completely change the website to totally fit in any TOS. We have no intention at all no violate any google policy. Just want to do the right thing to continue being loyal Adwords custommers.

Re: VPN and Adwords Problem

[ Edited ]
Google Employee
# 4
Google Employee

Hi Gameland,

 

Thank you for the new information. I don't have access to the reasons why your  ads were suspended. However, I can send you the information to request for a review of reconsideration of your suspended Ads (see below). Please note that once a final decision has been made, your account can be permanently suspended. I hope this information will help get your ads working again with your client.

1. FIX YOUR WEBSITE

In order to fix this issue, first you'll have to make changes to your website to ensure that the following quality guidelines are met:

Quality guidelines
http://support.google.com/webmasters/bin/answer.py?answer=35769&#3

2. VERIFY YOUR WEBSITE

Once you've addressed the issues on your website so that they follow our quality guidelines, the next thing you should do is get your website verified by Google. You can do this through your Google Webmaster account:

1. Sign into Google Webmaster Tools with your Google account at https://www.google.com/webmasters/tools/
2. Click the "Add a site" button, and type the URL of the site you want to add. Make sure you type the entire URL, such as http://www.example.com/
3. Click "Continue." The Site verification page opens.
4. (Optional) In the Name box, type a name for your site (for example, "My Blog").
5. Select the verification method you want, and follow the instructions.

3. REQUEST ANOTHER REVIEW

Once you've fixed your site and verified it, now you can submit your site for reconsideration and get it reviewed again.

Request reconsideration
https://www.google.com/webmasters/tools/reconsideration

Lastly check this link for a good thread discussion Disapproved Ads on: https://www.en.adwords-community.com/t5/Ad-Approvals-and-Advertising/Ad-Disapproved-5-Quick-Tricks-T...

Re: VPN and Adwords Problem

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
JP:

Thanks again for your answer. We're trying to fix the issue as soon as possible, but still no detailed answer from Adwords Team. Will let you know if anything else happens.

Any additional suggestions will be appreciated.

Re: VPN and Adwords Problem

Google Employee
# 6
Google Employee
Could you kindly send me a link to your website? I'd like to review the Ads in question. Thanks.

Re: VPN and Adwords Problem

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
Of course, the site is gameland.co, it's one of our custommer's online gaming site and we would like to get audiencies interested in games to the site as part of our traffic acquisition strategy. We keep asking to Adwords team what we should change to be aligned to all Google Policies but no answer about it. We've no intention to violate any policy, just want to do the right thing but if Adwords Team don't says us what we should change it's impossible to know.

I really appreciate your help, thank you!

Re: VPN and Adwords Problem

Google Employee
# 8
Google Employee

Thanks for the link. After reviewing the site, I don't see any obvious violations of our Adwords policy. The only thing I see is some ad banners (adsense?) but nothing egregious. Are you doing any re-directing in your ads? or on the website? Are the game free to play? Or is there a charge or subscription plan? 

 

Please also let me know if you are still in contact with the Adwords support team on this issue? 

Re: VPN and Adwords Problem

[ Edited ]
Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

JP:

All users are being directed straight to gameland.co. Games are free to play as they're part of Big Fish and Mochimedia Platforms. Users can play for FREE and after that just if they want they can pay for the game, but this is not even the main objective of the site. We provide users online games and information on our blog section, we manually select all games on the platform and yes, we're still in touch with Google Adwords Team but no specific answer on the reason of the suspension.

This is how the conversacion has been:

First Google Adwords Team Answer
"Thank you for writing in. I am XXX from the Google AdWords team and I would be happy to assist you with your query today.

I understand that your concern is with respect to the suspension of your AdWords account (XXX).

(....) please be informed that, having thoroughly reviewed your account again, our specialists have confirmed that we're unable to unsuspend your account. At this time, no amount of changes to your ads/sites/account can be recommended, as the decision to suspend your account is final.

Please refrain from opening any new AdWords accounts, as we'll suspend any newly created accounts upon creation.

While we regret any frustration or disruption this may cause you, providing our users with the highest quality ads is integral to the long-term success of our program. As noted in our advertising Terms and Conditions, Google reserves the right to refuse ads or suspend ad campaigns when deemed necessary. To view our Terms and Conditions, please visit: https://adwords.google.com/select/tsandcsfinder (...)


Our First Answer

(...) "Thank you for your answer! We were really worried about this. I understand the Adwords decision of course, but we would like to know the reason of the suspension (for example, if there is something on gameland.co that we should change) because this is one of our main custommers website and we really want to run his campaign on Adwords just because it's the best system we know as an online advertising agency.

When they suspended our account, the Google Adwords team didn't ask for any changes, that's the reason we couldn't be able to change anything.

What we should change? Please if you just let us know where is our mistake, we can completely change the website to totally fit in your TOS and we have no intention at all no violate any google policy. Just want to do the right thing to continue being loyal Adwords custommers"


2nd Google Adwords Team Answer
"Thank you for your email.

As mentioned in our previous email, your Google AdWords account XXX has been suspended due to multiple policy disapprovals. Upon review, we've determined that this account suspension was made in accordance with AdWords policy and procedure. For this reason, we aren't able to revoke your account suspension and won't accept advertisements from you in the future."

Our 2nd answer (yesterday)
"XXX:
I'm not asking you to un-suspend the account, just as on online advertising agency, we want to understand what's the reason of the suspension because Adwords Team never said us wich policy are we not aligned to. We really would like to understand a little bit more in order not to make again the same mistake on our custommer's site. Could you please let us know what we should change in your website to be aligned to all your Policies? We have read many times all Policies, but we need Adwords Team to say us wich one are we violating and how can we fix the mistake.

Sincerely (...)"

We're being as professional as we can, but having no detailed answer on the reason of the suspension even when we are completely available and waiting just for Adwords Team to say what is wrong, what we should change, etc. in order to have our client website according all Google Policies, we really don't know what else to do. We've contact Adwords several times, create this thread hoping to have an answer but until now, you're the only one that gives us real feedback.

Thank you again.

Re: VPN and Adwords Problem

Google Employee
# 10
Google Employee
Thanks for the detailed information. Although our Adwords Support has made the final decision on that specific customer account, I am asking one of the support leads about your question on the reason of the suspension so you can avoid future suspension with your other customers. In the meantime, for your protection I do ask if you can remove all reference to your Customer account. You can do it from the Edit Reply button in the right upper corner of the post. Thanks!