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Understand Google's advertising policies, including ad approval status and account suspension
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Adwords Account Suspended - $2,500 credit being held.

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I've had an Adwords account since 2004. I'm an affiliate marketer so each campaign within the account represents a separate company that I work with. Over the years, many of these campaigns have been deleted due to multiple reasons (not profitable, merchant ends affiliate program, etc...) - I recently received an account suspension because of a previously advertised site that Google felt was a User Safety issue. The site is called Intelligym.com - they provide videos to help people improve their basketball and hockey games. I've read through the Google User-Safety articles and can't figure out why this site is deemed unsafe, but because they were a deleted campaign in my account - I'm held accountable until the company fixes the site. After reaching out to their CEO, he provided tons of scientific data regarding the claims on their site which I passed along to Google...to no avail. Their CEO is not going to make changes to their site because he does not feel like their site is in violation of any safety issues. 

 

My biggest concern is that this one issue took down my entire account - no warnings, completely suspended. I had a $2,500 credit on the account due to recent click fraud refunds. Google is now saying that I'm not entitled to that credit because the suspension is a landing page issue. I'm stuck. I have no idea what to do and how to fix this issue. The User-Safety issues reference things like "get rich quick", "get this illegal drug", "lose weight without diet or exercise" - this site is nothing like that. Completely reputable from what I can tell. 

 

Can someone please help me?  

1 Expert replyverified_user

Re: Adwords Account Suspended - $2,500 credit being held.

Top Contributor
# 2
Top Contributor

Hello;

This is correct;

  • Until the site is brought into full compliance with the Policy, you cannot appeal for un-suspending the account;
  • As for the credit given for invalid clicks - I am forwarding the question to Google.

 

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Adwords Account Suspended - $2,500 credit being held.

Visitor ✭ ✭ ✭
# 3
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I understand the policy, I just don't understand why this site is being seen as unsafe. Can someone take a look at it and see if they can see what I'm not seeing? Intelligym.com is the URL. I've done additional research after I posted the question and this product is actually extremely well known, used and approved by ESPN, NCAA, etc... They don't claim that you don't have to work to make your game better. They lay out how much you will have to work, how much time you will have to spend each day and how long it should take to start seeing the results in your game. In addition, they offer a 12 month full refund if you do not have the results they claim are proven. How is this an un-safe site? 

 

Thank you for forwarding the question to Google regarding the credit. 

Re: Adwords Account Suspended - $2,500 credit being held.

Top Contributor
# 4
Top Contributor

Hello again MO123;

 

I did look at your site . In my view, the credentials given should comply with the user safety requirements for:

  • Promote products with realistic, credible, and reasonable claims
  • Include links to third-party verification and/or include relevant and easy to find disclaimers when testimonials and endorsements imply that results are typical

However; in my view, you are still missing:

  • Provide users with accurate information about the risks associated with their product or service

What did a Google's Policy specialist say when you called Google? What steps - Google said - should be taken to fix the site?

 

-Moshe

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Adwords Account Suspended - $2,500 credit being held.

Visitor ✭ ✭ ✭
# 5
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Hi Moshe, 

 

Thank you for your reply. I really do appreciate the feedback. 

 

In regards to your view of what the site is missing... the site answers the following questions:

1. Can the IntelliGym™ hurt me? -  No it can't, although feelings of mental fatigue right after a training session is expected, exactly like the feeling after a workout. A short rest after training will help.

 

2. How many times a day should I train? The IntelliGym™ training schedule is very similar to that of a weight room. After a session you need to give your brain the time to recuperate, hence we do not recommend training with the IntelliGym™ more than once a day. We recommend at least 24 hours between meetings.

 

The Intelligym course is considered by Wikipedia to be a serious computer game. It's job is to teach improvement through the different aspects of the game. I'm not sure what other risks would be involved with a computer game.  

 

I began the process via email and was told initially: 

The website  "www.Intelligym.com  " is in violation with our "Misleading/Inaccurate Claims " policy.

 

So, I contacted the CEO, he provided answers to all of their questions and then they sent it back for a re-review. Upon the second review, they came back with: 

 

Having thoroughly reviewed your  website: "www.Intelligym.com"   our specialists have confirmed  that it's still in violation of our policy on User Safety policy. 

 

So - it began with Misleading/Inaccurate Claims and moved on to User Safety. I guess they were satisfied with the answers regarding the inaccurate claims but decided it was now going to be a User-Safety issue. (I'm happy to give the specifics within all the emails if you would like me to include that). 

 

At that point, I called. I was told that "maybe put results not typical and see if that will get it unsuspended" by the rep on the phone. I contacted the CEO and he said absolutely not. He said that results are typical and that by following the program, you will get the results that they guarantee and that if you don't, they will refund your money. 

 

From the user-safety article that I read, I can see that there is a tiered process for "what happens if I violate this policy". The first is ad disapproval, the next is domain suspension and finally account suspension. Why would my account have been automatically suspended for this? I don't understand how this violation is so serious that they shut down the entire account. 

 

I apologize for the lengthy response - I'm just not sure where to turn. I'm not a bad affiliate. I don't break rules and I'm absolutely willing to do whatever I can to get this account reinstated. And, holding on to my refund for the click fraud I had received is just not a fair process. My credit card was charged for those bad clicks and I filed click fraud reports and got the refund credited to the account. I am still accountable for the charges on the credit card and Google gets to keep my refund?  When I bawked at that response - I was told to feel free to contact Google's lawyers. 

 

Thanks again for taking the time to go through this with me. 

 

Re: Adwords Account Suspended - $2,500 credit being held.

[ Edited ]
Top Contributor
# 6
Top Contributor

Ohhh...That's a long post ;

I will submit a query to Google asking a Policy specialist to look again into the site's content.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: Adwords Account Suspended - $2,500 credit being held.

Visitor ✭ ✭ ✭
# 7
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Hi Moshe,

 

Thank you SO much for your help.

 

I do apologize for my lengthy post.

 

Will I hear back from Google about their decision or do I need to keep in contact with you?

 

Have a great day!

Re: Adwords Account Suspended - $2,500 credit being held.

Top Contributor
# 8
Top Contributor

Hi MO123;

A Google Rep should contact you directly by email. (The e-mail address linked to your AdWords account).

However, I have no indication  as for  the timeline

Keep us posted.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: Adwords Account Suspended - $2,500 credit being held.

Visitor ✭ ✭ ✭
# 9
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I've not heard anything yet. It's been 2 weeks. Should I try to contact them or keep waiting?

Re: Adwords Account Suspended - $2,500 credit being held.

Top Contributor
# 10
Top Contributor

You shouldn't have waited more than a week;

I am refreshing my memory with the case, and re-submitting.

Keep us posted no later than Thursday

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’