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Understand Google's advertising policies, including ad approval status and account suspension
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Adwords suspended for billing verification or policy violation?!?

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I just setup our Google adwords account, made a $100 payment and created an add that was verified and approved. 24 hours later my account is suspended because my "billing information can't be verified"? When I call customer service at 1-866-246-6453 and enter my google account number I get an automated message saying my account is suspended because of policy violation??

How do I figure out what when wrong? My credit card is fine, and I am not aware of any policy violation... I have read the policy guideline twice! This is very frustrating; someone please help. Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by topic author QDP W
September 2015

Re: Adwords suspended for billing verification or policy violation?!?

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

Problem Solution:

I tried contacting google adwords through literally every option on their automated email / forms page and after a few days someone from Google called me. They asked me a few questions about the company, mailing address, and credit card on file and released the hold.

It was in fact an accounting hold because when you create an adword a google adwords rep tries to call you to confirm you are a real person (at least this is what happened in my case) ... I didn't answer my phone the first time and the restriction was placed on my account... getting them to call again took a good 10 web form communication requests and several days of just waiting. What a hassle. Hope this helps anyone that is going through the same thing.

 

Regards,
www.qdp.com 

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Re: Adwords suspended for billing verification or policy violation?!?

Zee Community Manager
Community Manager
# 2
Zee Community Manager
Community Manager
Hi QDP W,

Have you received any official communication for Google AdWords? If so, can you share with us only the reason part that's stated in the email? Please, remove any sensitive information (such as emails, CIDs,...) before posting.

Thanks a lot,
Zee
G+

Re: Adwords suspended for billing verification or policy violation?!?

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hey Zee,

The responses I got were automated emails telling me to look at the Policy Guidelines etc. It was very frustrating. I ended up submitting request on all the online "contact us" options and on one of them a human reached out and actually called my cell phone to "confirm" my billing information and release my account from "suspended status"

Very frustrating way of doing things. What I learned from this whole experience is that if google cant reach you buy phone when trying to "verify" you, they will suspend your account. Not pleasant. But all is resolved now. thanks for your willingness to help!

Re: Adwords suspended for billing verification or policy violation?!?

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

I had exactly the same thing happen to me just now. The only message I see in my account now in Red in the Campaigns section is: "Your account is suspended because your billing information can't be verified."

 

Extremely frustrating and terrible service. It's a personal credit card I have been using for years without issue. I requested a couple of times by email to get some more information as to what the problem is so I can at least understand it and try resolve it if possible by providing verification information. I don't know if it was they couldn't call me or not because no one will actually talk to me to tell me anything. All I got was another semi automated email after that say: "Our specialists have re-reviewed your accounts and have determined that our decision is correct and final." AND "our support team is unable to provide any further information on this matter."

 

That last sentence is particularly annoying since they are actually totally incorrect in this case. The way it's phrased is like they are infallible and can never conceivably be wrong so just accept it. Making it harder is that fact that I can't seem to get in contact with a real person to even 1) Know what the alleged problem is with the billing, and 2) Attempt to resolve it. I can't see phone numbers to call to try and talk to someone either. 

 

Is anyone please able to advise what I can do and how I can try to get this resolved?

 

Thanks

 

Re: Adwords suspended for billing verification or policy violation?!?

Follower ✭ ✭ ✭
# 5
Follower ✭ ✭ ✭
Hi,

Sometimes what happens, even if your account is suspended for any other reason (not specifically a billing issue) you get RED error message at the top that the account is suspended due to billing.

Re: Adwords suspended for billing verification or policy violation?!?

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

Hi,

Thanks for the reply. This is good to know. It is strange that they don't give any indication as to what the actual problem is or the ability to try and resolve it.

As it was my first ever campaign I contacted Adwords support first immediately after creating it, requesting a review to make sure it was all compliant. They said it was at the time, but I ended up getting suspended anyway (for some mysterious reason) which makes this even more confusing.

I'll keep try and contacting but they sure make this hard. Why are they so opaque with the reasons?

Re: Adwords suspended for billing verification or policy violation?!?

Follower ✭ ✭ ✭
# 7
Follower ✭ ✭ ✭
can you let us know if you have received an email, but as Zee mentioned kindly don't put any sensitive info here. just the basic content of the email.
Marked as Best Answer.
Solution
Accepted by topic author QDP W
September 2015

Re: Adwords suspended for billing verification or policy violation?!?

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

Problem Solution:

I tried contacting google adwords through literally every option on their automated email / forms page and after a few days someone from Google called me. They asked me a few questions about the company, mailing address, and credit card on file and released the hold.

It was in fact an accounting hold because when you create an adword a google adwords rep tries to call you to confirm you are a real person (at least this is what happened in my case) ... I didn't answer my phone the first time and the restriction was placed on my account... getting them to call again took a good 10 web form communication requests and several days of just waiting. What a hassle. Hope this helps anyone that is going through the same thing.

 

Regards,
www.qdp.com 

Re: Adwords suspended for billing verification or policy violation?!?

[ Edited ]
Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Sure. Here is the first email I received:
-----------------------
"Dear AdWords Advertiser,

We periodically review accounts for security purposes and to verify billing information. As a result of this review, your account and any related accounts have been suspended, and your ads are no longer running on Google. If you believe your account was suspended in error, please contact us through the AdWords Help Center.

Sincerely,
The Google AdWords Team"
--------------------------------
Then I tried to follow up why and besides an automated message I got this:
-----------------------------------
"While reviewing your account, we found violations of our AdWords policies in this or a related account. As a result, your account has unfortunately been suspended, and your ads will no longer run on Google. "
-----------------------------------
That didn't tell me much so I inquired why a bit more and got this:

 

-----------------------
"Thank you for your continued patience during this process. Our specialists have re-reviewed your accounts and have determined that our decision is correct and final. As a result, your account, and any related accounts that you may have created, have been suspended.

NEXT STEPS

, our support team is unable to provide any further information on this matter.

- Please refrain from creating additional AdWords accounts, as they will be subject to the same suspension. "
----------------------


The last one is what I was referring to earlier in the thread. None of them really say much, and again, I did get the campaign reviewed at the start and is was apparently OK.

Thank you,
Jason

Re: Adwords suspended for billing verification or policy violation?!?

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭
All I cant tell you to do is keep hounding them until someone calls you to explain what their problem is... my add was perfectly fine too it was my billing address and cc they had issues with (EVEN THOUGH THEY RAN THE CARD FINE)... stay on them.. request a call! Good Luck.