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Understand Google's advertising policies, including ad approval status and account suspension
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Erroneous suspension, because of "...multiple AdWords accounts simultaneously serving ads..."

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭
Hello, forum users! When I login I get the message: "Your Google AdWords account has been suspended because your business maintains multiple AdWords accounts simultaneously serving ads for similar or related keywords and/or businesses. If you think this suspension was made in error, please contact us though this form ." I'm a new AdWords user, but having used Google products for some time I have a couple mail accounts - one of them free, the other Google Apps. I spent a substantial amount of time building my first campaigns for a legitimate brick-and-mortar business, an English language school for children (within the free account) to find that its AdWords account had been suspended because of the above-quoted reason. The issue in brief: 1. I have never before used or advertised on AdWords. 2. I applied a promotional code I received from a retailer to help kickstart my ad campaign and I activated it on that account within 2 weeks. 3. The account I activated the promo code on was the sole account I have configured keywords and campaigns. There were no multiple accounts "serving ads for similar or related keywords and/or businesses." 4. I phoned the Google team to help me with resolving this issue. I realized that I had another account tied to AdWords (Google Apps) while conversing with the Google rep - I did let him know about this. After the call I immediately cancelled the account which I had previously enabled in error. For the record, this account (Google Apps) had never had ads or campaigns created, let alone running (logs can be checked). In total, I had two phone conversations with tier one Google reps who gathered the basic info and passed the ball "to a specialist" who was to "review" the case. My AdWords account continues to be suspended and I've arrived to this forum trying to make sense of what's next? After reading "Understanding account suspension" (http://support.google.com/adwords/bin/answer.py?hl=en&answer=2375414&topic=1713908&path=1713906-1710... I am left to wonder why this heavy-handed approach when according to the text, suspension is applied when "...a violation might pose a serious and immediate risk to people. When that happens, we might have to jump into action and suspend those accounts immediately without any warning." I did not receive any guidelines (warnings) on what needed to be fixed as stated on the page: " We'll send Mary a warning email so she can correct the problem." What I did receive was just "immediate action" and a boilerplate email informing me that they were right and I was suspended... From the second email: Next steps: - "there is no additional information support can offer" - "don't create other profiles, as they will be deactivated". Can someone offer help? Thanks so much for reading!
1 Expert replyverified_user

Re: Erroneous suspension, because of "...multiple AdWords accounts simultaneously serving ads..

Top Contributor
# 2
Top Contributor

Hello sofiawestlcf,

 

Account suspension is a very sensitive issue and Google take it very seriously. Double serving is the policy which has suspended many advertisers because they were found to be in violation of that policy. Please see the details in this article.

 

The message you are getting:

"Your Google AdWords account has been suspended because your business maintains multiple AdWords accounts simultaneously serving ads for similar or related keywords and/or businesses. If you think this suspension was made in error, please contact us though this form ."

 

Did you try filling up this form to contact Adwords or not?

 

I am afraid but the final decision comes from Google about account suspension. But as you said that you have cancelled your second account, after that did you speak with Adwords again to look at your case?

 

Just a thought!

Pankaj

Re: Erroneous suspension, because of "...multiple AdWords accounts simultaneously serving ads..

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi Pankaj - thanks for replying. First - sorry about the paragraph formatting in the first post - not sure why all the text ended up in one block. Instead of the form, I clicked on the "Contact us" link and called the regional Google #. Should I have also filled out the form in addition to directly speaking with Google over the phone? At the first call I did tell the rep that I had had enabled in the past another account I've never actually used or configured ads - myself I didn't know what I was doing logging into AdWords at this point. Anyway, I cancelled it immediately after the call to remove all doubt. Yes, I did tell the rep (another person) during the second call that I cancelled the account after discovering the discrepancy. Couple of days later it seemed that this was not enough, since I received an email stating they were "right"? I called again and I used my account number after the prompt - all I kept receiving was a robo-message stating the same as the email I quoted earlier... Very unfortunate way of handling this from the point of view of a legitimate small business owner, admittedly with no AdWords experience. Mistakes happen, but I feel I was treated like a criminal - for not even "simultaneously serving ads for similar or related keywords and/or businesses." which is the threshold they themselves use.

Re: Erroneous suspension, because of "...multiple AdWords accounts simultaneously serving ads..

Top Contributor
# 4
Top Contributor
Hello again,

Did the Adwords support explain you anything about the current status of your account?
I think you should fill up that form and let Adwords know that you have cancelled another Adwords account, where you didn't configure anything in terms of keywords, ads etc and was only running single account with live ads.

Once you do this, kindly wait for the support team to respond back and let us know here if that helps or not.

Pankaj

Re: Erroneous suspension, because of "...multiple AdWords accounts simultaneously serving ads..

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi again, There was no explanation over the phone (the rep appeared uncertain and junior), just "we'll follow up in an email", which they did the following day. As I mentioned earlier, the boilerplate email stated "we reviewed your profiles and our decision is correct and final."... I've taken your advice and used the form because it seems this appears to be the only avenue left to possibly revert this injustice. Thanks, Pankaj, for your advice. I'll report on the progress as I learn more.

Re: Erroneous suspension, because of "...multiple AdWords accounts simultaneously serving ads..

[ Edited ]
Top Contributor
# 6
Top Contributor

Hello,

I have escalated your issue to Adwords team. Hopefully you should get a reply in your email soon from their side.

Kindly update the thread once you get any insights. It will help others too.

Pankaj

Re: Erroneous suspension, because of "...multiple AdWords accounts simultaneously serving ads..

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

Hello everyone, just to update you on the status of this.

 

After Pankaj escalated the issue and I used the form, on Aug. 16 a Google AdWords Team member wrote to me: "In response to your Community Post...I apologize for the inconvenience and I understand that you are concerned about your suspended account.I've decided to escalate your issue to our specialist team, which will perform a thorough investigation to determine the cause of the issue."

 

The next day I received a boilerplate email.

 

I replied on Aug 21.

 

On Aug. 22 the same team member wrote: "I understand that your concern about your suspended account.I've decided to escalate your issue to our specialist team, which will perform a thorough investigation to determine the cause of the issue."

 

The next day I received a boilerplate email.

 

So in summary, I'm back in the circle of getting boilerplate emails! I need help, but I'm not getting any from AdWords, unfortunately...

Re: Erroneous suspension, because of "...multiple AdWords accounts simultaneously serving ads..

Zee Community Manager
Community Manager
# 8
Zee Community Manager
Community Manager
Hi sofiawestlcf,

If you need help, please, reply back to the support email that you've received from us.

Thank you.
Zee
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