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Understand Google's advertising policies, including ad approval status and account suspension
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AdWords support not responding; AdWords accounts suspended

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# 1
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We help our customers spend a quarter million dollars per year with Google through AdWords and PLAs. Our customers are OE car dealers, and many of them sell multiple lines together - for example, BMW and MINI stores sell both brands of cars from the same building and using the same staff. Our dealership customers set up their own AdWords accounts, fund those accounts, and then grant our agency access to manage those accounts. We give our customers a comprehensive web control panel with detailed, real-time reporting showing traffic from all sources, including up to the minute AdWords data by brand, campaign, ad group, ad and keyword.

 

Not all of our dealers are multi-line. However, Google suspended all of the AdWords accounts associated with our agency last Thursday 9/19 because several of our customers represent multiple brands, and ask us to advertise for them to multiple URLs. Apparently having multiple brand/URLs associated with an AdWords accounts is a policy violation.

 

We called in to AdWords Support first thing Thursday and spoke with Matt. Matt told us to destroy the Ad Groups for all but one brand per AdWords account. We could then go back and ask our customers to make one AdWords account for each of their brands. Makes no sense, but we did it. Matt told us that he was escalating our case to another department, flagging it as "resolved' and we should expect to be back online in 24 hours.

 

We heard nothing on Thursday.

We heard nothing on Friday. We called in Friday afternoon, reached Nicole, and were told we would have a call back from Matt before close of business and should have the accounts back right away. We received no call. I was told by Nicole that escalating to a supervisor would delay reinstatement of our client's accounts.

We heard nothing on Saturday, so I emailed AdWords support with full details. Have heard nothing back.

We heard nothing on Monday. When we called, we were told we would have a call back from Matt before close of business, and should have the accounts back right away. We received no call. We were also told that since our account was suspended, we could not request to be escalated to a supervisor.

 

It is now nearing close of business on Tuesday, 9/24 and our client's AdWords accounts are all still offline. We cannot get any status updates from anyone at Google we talk to, and we have not heard anything at all from Matt.

 

Is there anyone within the community who can help us with this problem?

3 Expert replyverified_user

Re: AdWords support not responding; AdWords accounts suspended

Top Contributor
# 2
Top Contributor
Well...interesting... Since having different URLs on the same account is perfectly fine! (And even recommended). So the reason should be looked somewhere else.
I will ask a Google's specialist to have another look;
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: AdWords support not responding; AdWords accounts suspended

Visitor ✭ ✭ ✭
# 3
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I appreciate that. This whole thing made no sense to us. The original message we received from Google is below:

----------------------------------------

Hello,
As a Google third party, you are required to comply with Google Third-Party Policy. This policy requires that you provide your clients with a transparent, clear, and honest representation of your AdWords services.
We recently conducted a review to confirm that you are compliant with this policy, and we found the following violation that will need to be corrected in the next 15 days:
Per policy (7), you may not improperly use AdWords accounts, or AdWords marketing or sales material, including:
• Using an AdWords account for more than one advertiser. A different Google AdWords account is required for each client that is being serviced by the third party. You may not mix clients in an account, for example, by setting up different campaigns for clients in one account or having a paused campaign for Client A and an active campaign for Client B in the same AdWords account.
We ask that you please review the accounts that are not compliant with this policy (Examples: xxx-xxx-xxxx, xxx-xxx-xxxx) and create separate AdWords accounts for each of your clients by:
1. Deactivating the accounts that have more than one client.
2. Creating separate AdWords accounts for each of your clients and providing their CIDs.
Also, to demonstrate that the reports you provide to your customers satisfy the reporting requirements in the third-party policy, please provide us with a sample report and answers to the following questions:
1. Do you send the reports to your clients on at least a monthly basis?
2. Do you share reports with your clients via an online reporting tool? If yes, please provide us with access to the tool by sending us the URL of the tool along with a username and password.
3. Do all of your clients have direct access to their AdWords accounts for the purposes of reviewing their AdWords performance?
Please note that you are required to fix your violations and to submit a sample report in the next 15 days. Failure to respond, submit a sample report, and demonstrate that you have fixed all of the above violations within 15 days will result in suspension of your AdWords account(s) and may result in your disqualification from Google partner programs.
Thank you for your cooperation.
Regards,
Third-Party Compliance Team
* Google Third-Party Policy
* FAQ

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Matt, the Googler who is our assigned rep for this issue, explained that we could not have dealers with multiple brands or URLs on the same AdWords account, and that this was the nature of the violation. He instructed us to cut our client's AdWords accounts down to one Brand and URL apiece (at most, we had two to begin with, and that only for a handful of Dealers). He said that would resolve the violation, and that he was the highest authority we could talk to about it. As I said before, it made no sense - but what choice did we have?

It is now Wednesday, day six, and we still have no update from Google and have not heard from Matt since Thursday of last week. Everyone at Google we can reach says we have to wait for Matt, and they'll have him call by close of business that day. We don't know if Google is waiting on additional information from us, or is even considering reinstating our accounts. It's getting a little silly now ..

Re: AdWords support not responding; AdWords accounts suspended

Top Contributor
# 4
Top Contributor
Ohhh... OK this one account serving a few dealerships, NOT one dealer's account serving a few brands, sold by the SAME dealership.
So, this is indeed a violation.

Secondly; the suspension is a result of an audit. Have you fixed all corrective actions requested?
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: AdWords support not responding; AdWords accounts suspended

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# 5
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We, as an agency, manage separate AdWords accounts for many dealerships. Each of those dealerships create their own AdWords account, which covers all the brands that dealership sells. They then grant us access as an agency to manage it.

For example, one of our clients is a BMW/MINI dealership. They have one AdWords account, and within that account we have separate campaigns for BMW and for MINI, which track back and report separately through the Control Panel we provide to the dealer.

Other clients of ours have only one brand, and would have an AdWords account for just that one brand. For example, an Acura dealer that is only an Acura dealer and has an AdWords account for only Acura. In total we have 28 dealership clients, and I believe two or three have/had multiple brands, like that BMW/MINI example.

It is one AdWords account per dealership, serving any brands that dealership represents. At most, this is two brands. In total, this is only two or three out of 28 dealerships (and 28 AdWords accounts) we represent.

I'm not sure this is a violation. If it is, we are happy to correct it.
Matt told us to delete campaigns for all but one brand per AdWords account, which we did last Thursday. He has asked us for nothing further, and we have not heard from him since Thursday. We are told by Googlers when we call in asking for status updates that Google has everything they need to resolve the case and re-activate the accounts.

If there is something more we need to do or provide, we are happy to do it. This action by Google is affecting *all* of our clients 28 AdWords accounts, not just the two or three that have/had multiple brands. It is also affecting all of our Google Shopping PLAs.

If policy has been violated, we are happy to correct it. Right now all we're getting from Google by phone is radio silence. I appreciate your help.

Re: AdWords support not responding; AdWords accounts suspended

Top Contributor
# 6
Top Contributor
Hello again;
OK; Case understood. I escalated it to Google. Please be patient
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: AdWords support not responding; AdWords accounts suspended

Top Contributor
# 7
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An update; A Google specialist is looking into your case. A bit more patient....
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: AdWords support not responding; AdWords accounts suspended

Visitor ✭ ✭ ✭
# 8
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Thanks so much. I really do appreciate your assistance helping us get this resolved.

Re: AdWords support not responding; AdWords accounts suspended

Top Contributor
# 9
Top Contributor
I hope that you have verified that all action items / corrective actions have been fixed....
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: AdWords support not responding; AdWords accounts suspended

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# 10
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All that Google has asked us to do is remove all but one URL/brand from each Dealer's AdWords account, which we did last Thursday. They have asked us for no further corrective actions - yet the accounts are all still suspended.

Is there some other corrective action we need to take?