AdWords
1.9K members online now
1.9K members online now
Understand Google's advertising policies, including ad approval status and account suspension
Guide Me
star_border
Reply
Highlighted

Ad Words wrong setting a site running malware

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi,

I work at ServerDo.in which hosts https://lunasaudebeleza.com.br site

We recently migrated this site from another hosting company (Locaweb from Brazil) when the site was infected with malware. During the site transfer our company fully cleaned the website. We already tested in:
- Wordfence wordpress plugin
- Sucuri site Check
- Google Webmaster Tools
- Others proprietary tools we own here.

Everything seems to be fine.

When our customer and their Ad Words agency tries to create a new Ad Words campaign they got an email from Google saying the campaign was denied because of malware content running on https://lunasaudebeleza.com.br

When they try to reach Google Ad Words support here in Brazil they reports several files (even files that do not exists anymore and all sorts of files like css files being marked as malware). They reply always vaguest as possible. We already stated to them that other Google solution that they refer is marking their site clean, Google Webmaster Tools now shows https://lunasaudebeleza.com.br as completely clean.

The replies from Ad Words from Brazil are very far from good and conclusive.

So I am here asking for help, can anyone help us that case. Indicate us what is wrong with this website or remove the block.


Can anyone help us on that case?

1 Expert replyverified_user

Ad Words wrong setting a site running malware

Top Contributor
# 2
Top Contributor

Hi,

 

Since you have a WordPress website, please note that there have been numerous websites with similar problems. The malware was coming from the URL (i7wp.org), which is part of some plugins installed that contain a script that added malicious code. The infection will not be always present and it will not be located on your website, but it will be streamed into it and therefore AdWords will see it and take the action they have. You will need to research all of your plugins and search for the website I mention above.

 

Kind Regards,

 

James

_________________________________________________________
Google AdWords Top Contributor | Google Partner | GYBO | Local Guide | My Profile


 


 


 

Ad Words wrong setting a site running malware

Follower ✭ ☆ ☆
# 3
Follower ✭ ☆ ☆

I've had the same issue since the beginning of December 2017 - the incompetence of the Adwords team is beyond unbelievable. Numerous emails and calls to their support team, numerous scans, numerous cases of them simply copying and pasting the same default email responses, I've literally lost tens of thousands in revenue as a result of the stupidity of their staff and they are still going round and round in circles and simply not listening to the feedback being given.

 

In terms of the actual issue, they say my site has malicious software/links on however despite telling me what the malicious link on my site is (notably it is a HasOffer affiliate platform tracking link which is globally used by all HasOffers promoters) they can't actually tell me WHERE the malicious links are located e.g. what specific page URL - i must have asked over 10 times for them to specifically provide the exact URLs of the issue however they seem totally incapable of fully reading any responses or lack the knowledge to actually resolve the problem.

 

I have fully scanned and searched my site numerous times having removed all occurrences of the highlighted HasOffer links (as far as i know there are no further such occurrences of the supposed malicious code, which actually isn't malicious code - call it a false positive on their system) however their scans are still saying there is an issue however they can't seemingly provide me with a scan report or specific URL links. It's as though the scanner has a cache of old files perhaps... that's the only explanation i can come up with.

 

Still trying to resolve the issue (that doesn't exist) - i have also submitted an official complaint via their complaint form.

Ad Words wrong setting a site running malware

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Hi James,

 

i7wp.org was the first issue we fixed when our hosting company migrated from Locaweb to ServerDo.in.

 

Since December 13rd there is no more any mention in files or database over i7wp.org.

 

But they still do not accept our customer website in Ad Words campaign.

Ad Words wrong setting a site running malware

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Hi Michael,

 

Same thing here. Trying to make them understand.

Re: Ad Words wrong setting a site running malware

Follower ✭ ☆ ☆
# 6
Follower ✭ ☆ ☆

Chances of that happening are very unlikely - the support team from India simply use canned responses and generally don't actually read the feedback you provided.

 

I doubt the official complaint that I've raised will do anything however i have also found this thread where specific URLs are detailed by their "offline technical team" so i have asked them to get this team to review my site instead as the standard support team and specialist team are obviously not qualified enough.

Ad Words wrong setting a site running malware

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

@James_Clemens

 

Hi James,

 

i7wp.org was the first issue we fixed when our hosting company migrated from Locaweb to ServerDo.in.

 

Since December 13rd there is no more any mention in files or database over i7wp.org.

 

But they still do not accept our customer website in Ad Words campaign.

Ad Words wrong setting a site running malware

Top Contributor
# 8
Top Contributor

Hi,

 

You may need to pause any ads that were previously used when the malware was present and then contact support and ask them to escalate your case. Be sure to state that the website was reworked, changed hosting and is ready to proceed forward. 

 

Kind Regards,

 

James 

_________________________________________________________
Google AdWords Top Contributor | Google Partner | GYBO | Local Guide | My Profile