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Understand Google's advertising policies, including ad approval status and account suspension
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Adwords account suspended -- NO EXPLANATION -- 10+ days of daily calling/waiting for answers

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Google owns us all, and the more I deal with them, the more I just have to suck it up and fall in line like everyone else.  Apparently, the customer support teams have all moved to India, making communication that much more difficult than the already hazy explanations I used receive.

 

So, here we go:

 

My account has been suspended

 

verbatim text here:

Hi ,
Thank you for writing in. While reviewing your account, our specialists identified suspicious behavior in the payment activity of this or your other AdWords accounts. To help prevent any unauthorized activity, we suspended your AdWords accounts.

For information on the terms associated with AdWords account use, please review our Terms and Conditions at https://adwords.google.com/select/tsandcsfinder

If you believe that you meet all of our Terms and Conditions and would like to appeal the suspension of your account, please fill in the following form:
https://support.google.com/adwords/contact/pf_suspended


I've filled out that same form at least 4 times the last 10 days.

 

Upon further questioning to Indian customer service people, I receive this email:

Thanks for your continued patience during this process. Our specialists have re-reviewed the account and confirmed that it is in violation of our AdWords policies. Since this decision is final, the account will not be reinstated. Please avoid creating additional AdWords accounts, as they will be subjected to the same suspension.

Our support team will not be able to give you any more specifics on the suspension.

We appreciate your understanding and cooperation.

 

Do you see an explanation there?  I sure don't!

 

"Payment issue"  I only use authorized credit cards.  I only had a $10k limit on my credit card, so we also used my fiance's.  We were spending upwards of $8k/day on advertising, and the payment couldn't process through our cards fast enough.  I finally cleared up the issue, but it was too late apparently.  They shut me down and refuse to tell me why or how I can fix anything.  

 

And so... The great circle of service begins:

1.  Call Google -  866-2Google   "It will be 24-48 hours"

2.  They refer me to fill out a form  "It will be 24-48 hours"

3.  submit form

4.  follow up chat with support  "It will be 24-48 hours"

5.  If you need help, call us 866-2Google

 

I'm deflated, beat down...  just devastated.  

 

What does this mean for me moving forward?

  • Will I ever be able to advertise on Google again?  
  • Will my name be forever black-balled from the internet?

Google used to be a human company, but they're all simply robots now.  They've lost their former identity, and we all just have to play along.  It's absolutely depressing.  

 

How could this happen...  and why can't I get a pair of human eyes and heart to look and see that I was WRONGFULLY suspended.

 

The website is free and clear to view:  https://www.garagedoorservice.com/ .  Please don't spam me.  I already had my motorcycle stolen this week.  I don't know need more criminals trying to ruin my life.  

 

 

 

 

 

 

1 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by Mini-CM (Community Manager)
March 2016

Re: Adwords account suspended -- NO EXPLANATION -- 10+ days of daily calling/waiting for answers

Top Contributor
# 9
Top Contributor

@Forrest P;

Google replied that this case was checked several times upon several  appeals. Google is unwilling to reinstate the account.

Google did not  disclose the reason (meaning - there were several reasons)

I am afraid you'll have to find other platforms to promote the business. 

Sorry. 

 

 

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’

View solution in original post

Re: Adwords account suspended -- NO EXPLANATION -- 10+ days of daily calling/waiting for answers

Top Contributor
# 2
Top Contributor
Hi there;
Well... It does seem that it's over and you cannot advertise with Google again, however, I suspect that the reason could be different than the CC.
Was this the only communication coming from Google?
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 -- NO EXPLANATION -- 10+ days of daily calling/waiting for answers

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
I actually JUST received this email:

Hi ,
Thank you for writing in. Your account got suspended due to payment reasons.
Once you fix this issue , we can further check with specialist.


"ONCE YOU FIX THIS ISSUE" --- In an attempt to fix the issue, I put completely new credit cards on the account. What else am I supposed to do?

....and how can one email tell me in Wizard of Oz voice: "This is FINALLLLLL... You are DOOOOMMMEDDDDD" and the next says "You can try to resolve the issue".

I think their automated messaging is getting a little confused.

sRe: Adwords account suspended -- NO EXPLANATION -- 10+ days of daily calling/waiting for answers

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

and what does "You cannot advertise with Google again" mean?  If anyone can give me a black and white answer on what that actually means, I'd have a Starbucks gift card with your name on it!

 

Can't use my:

  • Name?
  • Email?
  • IP?
  • Websites?
  • Credit Cards?

 

To what extend is my life over?

 

I'm in marketing, and I'm [censored] good at it -- In a legit, non-scammy way. 

 

I work with different clients. My name is on a LOT of things to the tune of $2.5 mil/month in PPC spend.

 

Should I be concerned that all of that will get shut down too?

 

Is this it for my career?  I need to know the extent of the damage this is causing... all things decided on by a computer that might have a few screws loose.

 

God help me and the cold world we live in.  What a shame this all is... and no explanation.

 

 

Do Google employees even read these posts?...

 

 

Re: sRe: Adwords account suspended -- NO EXPLANATION -- 10+ days of daily calling/waiting for answer

Top Contributor
# 5
Top Contributor

Well.... I certainly understand the frustration, but for now, some patience is the key, while trying to understand the cause.
"Cannot advertise with Google again" - means that any new account you'll open, will be instantly suspended.
As for whether there is a chance of reinstating. We'll try to check with Google tomorrow.
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: sRe: Adwords account suspended -- NO EXPLANATION -- 10+ days of daily calling/waiting for answer

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
I want to add that they won't allow me to pay the bill -- So, I'm wondering if it's a chicken or the egg situation. Is it continuing to flag due to lack of payment?... which I am unable to pay, as it says "contact support for assistance" when I try to pay.

Re: sRe: Adwords account suspended -- NO EXPLANATION -- 10+ days of daily calling/waiting for answer

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
I'm looking forward to your help!

Thanks so much for taking the time to look into my situation!

Re: Adwords account suspended -- NO EXPLANATION -- 10+ days of daily calling/waiting for answers

Explorer ✭ ✭ ☆
# 8
Explorer ✭ ✭ ☆

@Forrest P wrote:

 

"Payment issue"  I only use authorized credit cards.  I only had a $10k limit on my credit card, so we also used my fiance's.  We were spending upwards of $8k/day on advertising, and the payment couldn't process through our cards fast enough.  I finally cleared up the issue, but it was too late apparently.  They shut me down and refuse to tell me why or how I can fix anything.  

 

 


You spent $8000/day on a credit card? That's suspicious right there because it doesn't make sense. Why the heck aren't you on invoicing?

 

I wouldn't get your hopes about coming back from this one. Your story doesn't pass the smell test.

Marked as Best Answer.
Solution
Accepted by Mini-CM (Community Manager)
March 2016

Re: Adwords account suspended -- NO EXPLANATION -- 10+ days of daily calling/waiting for answers

Top Contributor
# 9
Top Contributor

@Forrest P;

Google replied that this case was checked several times upon several  appeals. Google is unwilling to reinstate the account.

Google did not  disclose the reason (meaning - there were several reasons)

I am afraid you'll have to find other platforms to promote the business. 

Sorry. 

 

 

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 -- NO EXPLANATION -- 10+ days of daily calling/waiting for answers

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭
Moshe,

This is disappointing to say the least. Would you be willing to look at my website and account to try to identify possible causes of this? I run many Adwords accounts and haven't experienced this before.

Will this affect me personally?

Any further insight or help would be greatly appreciated.