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Understand Google's advertising policies, including ad approval status and account suspension
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HELP - Account Suspended

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

So our Google AdWords account has been suspended for no reason whatsoever. The reason from them being along the lines of "You have violated our Terms & Conditions"...no terms have been violated? We've gone through the Terms and our account repeatedly and cannot find a thing even close to being wrong. What we're advertising is mainly under "stun guns" and "tasers". Hundreds, if not thousands, of people are advertising under these keywords so that can't be it...

 

Our account has been making successful payment after successful payment. On July 3, 2012 we had a successful payment, then another successful payment on July 8th, and finally a successful payment on July 13th. Throughout this advertising period we were waiting for several other ads to be approved (which took longer than usual because of the "gun" keyword being in our ads I was told). Fast forward two weeks and those ads were finally approved on July 16th. From that point forward that was the end of it, for no reason at all. The ads were switched to approved status and from that point forward we received ZERO clicks / impressions.

 

The ads were approved, the billing is fine, we've verified the billing information with our bank to double check, etc. The account is in perfect standing. What makes this so frustrating is that I've invested hundreds of thousands of dollars into our new business (warehouse, inventory, staff, furniture, etc) and we get hit with this. 

 

I've been on the phone with them several times and they won't divulge any information at all. I've had it escalated to a senior staff member "Claire" who (as all of their staff) keeps saying to submit it for appeal. We've done this 3 times now and keep getting the same old automated response. We're literally begging to give you money Google. What the hell is the problem?

 

They even had the balls to end their last email, "If the outcome remains the same, you may wish to consider alternative methods of online advertising." Are you kidding me?

 

Somebody please help. Thanks in advance.

3 Expert replyverified_user

Re: HELP - Account Suspended

Top Contributor
# 2
Top Contributor

 Hello mstrmndr;

Please share your URL, so we can have a look 

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: HELP - Account Suspended

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

I will send it to you via email to the email address provided on your account. Thank you.

 

Edit...

Email sent.

Re: HELP - Account Suspended

Top Contributor
# 4
Top Contributor

Hi Mstrmndr,

 

Although the communications from Google may be and often are vague, there is often a piece in there that will make sense to us.

 

If you can and are willing, please post the email(s) here - Minus any personal information (email addresses, account numbers etc..) and also the URL of your website.  Also, I'm not sure if this is relevant to you but advertising of "Stun Guns" is restricted/not allowed in the UK.  However in the US, as you stated, it's fine.

 

Although we cannot help directly with your suspension, we can certainly try to take a look for you and see if there is anything glaring to us that may help you out.

 

-Tom

 

Tommy Sands, AdWords Top Contributor | Community Profile | Twitter | Philly Marketing Labs
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer.’

Re: HELP - Account Suspended

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Thanks Tom.

We're advertising strictly in the US only (even opting out of the states that consider stun guns illegal) so I can't see that being the issue?

The website is http://bit.ly/RiFeZD

Re: Account Suspended - Sharing URL

[ Edited ]
Top Contributor
# 6
Top Contributor

Hello again mstrmndr;

"This community is a diverse group of users who share a strong common interest that will naturally build a safe and productive community" (Community Guideline)

 

The essence of this community is the variety of opinions/ perspectives/ among its members, that all together, brings good and helpful solutions to users.

 

To pursue this goal, please share your URL here: that way, every member interested, can suggest a probable reason for the suspension, followed by a recommendation for the next steps:

 

Thanks;

 

-Moshe

[Edited]; OK . You posted URL while I was typing my answer. Let us have a look.

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: HELP - Account Suspended

Top Contributor
# 7
Top Contributor

I agree with Tom;

Your campaign is allowed in the US , but not in the UK

Are you Geo-treating the UK?

 

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: HELP - Account Suspended

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

Correct. The campaign is only targeted for the US. It even blocks out the few US states that name stun guns illegal.

Re: HELP - Account Suspended

Top Contributor
# 9
Top Contributor

Hi,

 

I as well, can't seem to find an issue here.

 

I have escalated your case to a Google Specialist for review.  Keep an eye on your inbox as you will be contacted once they get a chance to review.

 

Good Luck!

 

-Tom

Tommy Sands, AdWords Top Contributor | Community Profile | Twitter | Philly Marketing Labs
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer.’

Re: HELP - Account Suspended

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭
Thanks for sending it in Tom. As I mentioned we've already done that 3 times previously. And what do you know, same old automated response...

"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."

Going through the account with a fine tooth comb here as we speak. Does anybody else have any suggestions on what to look for here?

Also, is there any sort of limit for how many times your account can be reviewed?