AdWords
2.1K members online now
2.1K members online now
Understand Google's advertising policies, including ad approval status and account suspension
Guide Me
star_border
Reply

Adwords Accounts Suspended - Billing Information Verification

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I woke up to a suspended adwords account, and the notification bar on the adword account said - Your adword account has been suspended as billing information in your account or related account has not been verified. 

 

All my payments credit card payments were always approved, had sufficient balance in account, billing information in account was Accurate. 

 

Tried calling the support, but you cant get beyond a point after entering your customer id. Finally managed to speak with someone who suggested they will escalate and revert. After I filed a ticket, I keep getting these system messages which suggests that I have violated terms and conditions. 

 

However, then I got an email from Adwords Support and they text reads 

 

An AdWords specialist attempted to contact you regarding your account 

443-963-8504 at the telephone number you provided, but was unable to reach you. Your account has therefore been paused. 

 

 

I am currently travelling and hence using a number of different country. I even sent my number for them to contact me, but still nothing. 

 

My question is, So my account was suspended because my phone was switched off!!!! Is there anyone who can suggest what to do? As all email thereafter results in same system generated emails, and there seems to be this invisible or unreachable team which will review. 

 

Please Help.

1 Expert replyverified_user

Re: Adwords Accounts Suspended - Billing Information Verification

Top Contributor
# 2
Top Contributor

Hello

I can't comment on billing is issues because I have no access to the account info.

It seems weird, though...Google does not suspend accounts due to wrong phone number

I  will ask Google to review the case .

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 Accounts Suspended - Billing Information Verification

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Appreciated Moshe. 

 

I saw online that there are some services which gets adwords account suspension revoked. Any one has any recommendations?

Re: Adwords Accounts Suspended - Billing Information Verification

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Nervousness and Panic has now started to settle in about the issue. when I send email message to adwords-support@google.com, I get replies from a Nice Gentleman (name not disclosed), who is assuring me that he has escalated the case to specialised team for review. However, the said team has not replied or contacted and I keep on getting a canned message.

 

This is the reason provided to me by google for suspending my Adwords Account (https://docs.google.com/open?id=0B-Wq7_wKVo_TdEpMRWJ5WVRsSmM). I have also tried to make myself aware of Google Terms and Conditions, and though they are open for interpretation, I have tried to play a role of devils Advocate but still can't understand violation. 

 

screenshot

 

In about 60 days of history with Adwords, our Ads were not dissaproved, Our site was not suspended, Out CTR was ranging between 2% to 3% for all accounts on average, with highest being about 8-9% (thus we belive we were giving good Moment Advertising), several of our Keywords ranked around 9 or 10, We are not running an affiliate network, our payments were not declined or delayed, My competitors are still running hence I know we are not "Curse" industry, or not that Google have suspended the account for the said reason. 

 

I have sent google a scan of my credit card statement, so that they can VERIFY the billing information, but still nothing. 

 

I know Google is a big company, and for me there might be one google, while for google there are millions of me; but still I would like to understand what, why, how. If any corrections are required, we will do them. But to have an account suspended because my I run an overseas company and prefered to spend time with family in my hometown and switching to a local number - Prejudiced is what I read into it. 

 

Its Holiday season, and I have a staff of 50 People who are sitting idle without knowing what the future holds for them. There is no way that I am getting rid of my team during this period even if I have to write cheques from personal accounts. 

 

Other than the blessed soul at Google, who still sends me an email reply saying that he is escalating the matter to the team, there is little ray of hope from what I have experienced so far. I have submitted my appeal, and immediately after I got the "CANNED" email message which is as vague as he/she who decided to suspend my account because " oh I cant get through him". Hello! Did you send me an email? It's easy to type, more polite and FREE!

 

Frustrated

Re: Adwords Accounts Suspended - Billing Information Verification

[ Edited ]
Top Contributor
# 5
Top Contributor

Strange....I have asked  Google, again, to look into the case....

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 Accounts Suspended - Billing Information Verification

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

Thanks Sir.

We have an age old saying, that whatever happens; happens for good. Waiting for Good Smiley Happy

Re: Adwords Accounts Suspended - Billing Information Verification

Top Contributor
# 7
Top Contributor

Please share your website URL

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 Accounts Suspended - Billing Information Verification

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

phone-support.us

Re: Adwords Accounts Suspended - Billing Information Verification

[ Edited ]
Top Contributor
# 9
Top Contributor

Hello again;

My view is that your site violates the advertiser claims section Policy; (That was probably the reason a Google Rep was looking for you)

  • All discounts and offers in your ad must be up-to-date and must match the content on your website.
  • Any pricing information in ads must comply with local regulations concerning inclusion of tax and other applicable charges.

You charge a fee for a service, without clear pricing and clear disclosure of fees charged.

Thus; this is the probable ground for the suspension and not any other "miscommunication" reason

 

[PS]: I revoked my request, asking Google to review the case. The site has to be first brought into compliance as detailed on the Policy page.

 

 

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 Accounts Suspended - Billing Information Verification

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

Hmmm.. Makes sense. Will see if developer can add a page.

 

However, None of our ads ever mentioned a price, but seems a valid input. Atleast now we have a reference of what corrections we may need to do. 

 

On review of the polily mentioned by you, I think we need to rework to comply on this

 

All advertised products, prices, offers, and discounts must be available on your site, at most two clicks away from your landing page, or through a basic search on your site.

 

Thanks a ton for giving a reference.