AdWords
6.1K members online now
6.1K members online now
Understand Google's advertising policies, including ad approval status and account suspension
Guide Me
star_border
Reply

Adwords Poor Support for Software Vendors-Software Policies

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

 I have a desktop software.Have been using adwords for a like an year without any issues.Now i notice that the site is suspended. The reason given is - software polices I chat with the adwords team.They tell me to add the uninstall instructions and the EULA  to the website.I comply and use the Review form to submit the website again.

 

Please note that we are part of the Microsoft partner network and the software is reviewed and certified clean by major download websites,reviewers etc. (CNET,Softpedia,Sofonic etc) 

 

Now the "so called google compliance team in india" never respond to my mail nor give me a proper reason to why the website is suspended.I needed to call up and ask me to get transferred to a supervisor and he tells me reasons like i need a big button named "Uninstall Instructions" instead of the link posted below the download button. Some one in the software business will understand how funny this is.  

 

When i call up the support person says me that my case is with some person xxx and she has been sleeping (pun intended) and i need to wait untill the person decides to wake up and do their thing.

 

Im frustrated and angry because all our competitors are running their ads on google.And google's so called Software policy does not apply to them.Some sites dont even have uninstall instructions and some have Unistall instructions just like ours.

 

Google is making it hard for software vendors to sell their products.The below average support and people who dont even understand what safe software is makes the whole process tiresome(India) .The supervisor even asked me if im a retailer selling the software.Im trying to sell only a single product on a single site dedicated for that only.(see the level of their software knowledge)

 

just get your support trained to deal with software vendors in specific before you start a suspension marathon.

Can someone who knows what a software is get this case resolved.Google being a software business must know the value of a safe software.

2 Expert replyverified_user

Re: Adwords Poor Support for Software Vendors-Software Policies

[ Edited ]
Top Contributor
# 2
Top Contributor


the policies for software have been updated; below is a summary checklist --

(1) verify the eula/tos is clearly visible -- either entirely, directly, as
text or as a clearly visible link, on all site download/landing pages.

(2) verify install and uninstall instructions are clearly visible --
either directly or as a link, regardless of any integration with
any operating-system's package-handling, or how simple,
intuitive, easy, obvious, or well-known, the tasks may be.

(4) verify the eula/tos, and un/install instructions are easy to locate and
are available within the landing-pages and download-pages on the website,
both before and after any software is purchased or installed.

(5) verify that the authorization-to-distribute form has been
submitted for any free or free-trial software -- even if the
software's authoritative-source and advertiser are identical.
https://support.google.com/adwordspolicy/contact/advertise_software_pol

(6) verify a clearly-labeled download-button exists, all download items
are properly code-signed, all download-flows match the expected behavior
of the software's intended-use, any unexpected behavior is prevented,
and all functionality is fully transparent.

(7) verify all significant installation-options and system-changes
can be both reviewed and rejected, by a user, during installation.

(8) verify there is no malware or similar, within
the software, on the site, or linked from the site
or from/within the software.

(9) verify the ad includes the name of the specific software.

(10) verify the software, site, and business-model do not
violate any related policies; verify the business has not
been flagged before.

generally, be certain that there have not been issues
with the kind of software being advertised; the entire
online landscape of related software may be considered.

all rules apply to both the software being offered and
any programs included in any bundled-software offer.

importantly, these are not the only policies related to
software, software-downloads, and software related
ads, and google is the final arbiter of all policies.

 

posting an exact url link to the website or ad

may allow others to offer specific suggestions.

 

potential policy violations by other advertisers who seem to be
violating these or other policies but have not been flagged yet
may be reported directly --
https://support.google.com/adwords/troubleshooter/4578507?rd=1

see also
https://www.google.com/about/company/unwanted-software-policy.html

https://support.google.com/adwordspolicy/answer/6025827
https://support.google.com/adwordspolicy/answer/6169380
https://support.google.com/adwordspolicy/answer/6020954
https://support.google.com/adwordspolicy/answer/1308246

 

Re: Adwords Poor Support for Software Vendors-Software Policies

[ Edited ]
Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thanks, i have seen this already and I have all these requirements checked.What concerns me is that all our competitors ads are showing and most of these websites does not even comply with the policies you have mentioned.I dont know why google support in india is showing a bias.The supervisor never called me back,he promised to call by 6PM.

 

 

Re: Adwords Poor Support for Software Vendors-Software Policies

[ Edited ]
Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Just got a mail saying my account has been suspended.Awesome support Smiley Happy 

Re: Adwords Poor Support for Software Vendors-Software Policies

Top Contributor
# 5
Top Contributor

what was the wording of the suspension --
minus any personal or private information.

is any software on the site free or part any free-trial offers.

what is the website link url associated with the suspension and ad.

Re: Adwords Poor Support for Software Vendors-Software Policies

[ Edited ]
Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

This is the message 

 

Hello AdWords Advertiser,

Your AdWords account has been suspended because it doesn't comply with our Advertising Policies and our AdWords Terms and Conditions. Please note that this means your account and any related accounts have been suspended, you can't create any new accounts, and your ads will no longer run on Google, our search partners or on Display Network placements.

 

 

 

Its a trial version(try before you buy).I have filled and submitted the relevant form for software distribution. 

Re: Adwords Poor Support for Software Vendors-Software Policies

[ Edited ]
Top Contributor
# 7
Top Contributor


has the authorization-to-distribute been approved?

 

see also

"Charging fees for software that is available elsewhere for free without disclosing this to the user and explaining what extra service justifies the fee."

https://www.google.com/about/company/unwanted-software-policy.html

 

Re: Adwords Poor Support for Software Vendors-Software Policies

[ Edited ]
Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

No one got back to me , i dont know if its approved or not.What i got today is a mail saying my account is suspended.That's why im saying Google india support is bad.Any kid can see that the software installation and working is straightforward. A bunch of lazy people are in google adwords support in india.

 

Re: Adwords Poor Support for Software Vendors-Software Policies

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
Can someone who can understand what safe software is help me?

Re: Adwords Poor Support for Software Vendors-Software Policies

Top Contributor
# 10
Top Contributor

google reads the forums.

the authorization-to-distribute approval and compliance
with all the new software related policies are related to
but separate from safe-software per se.

complains about customer-service may also be submitted here --
https://support.google.com/adwords/contact/aw_complaint