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Understand Google's advertising policies, including ad approval status and account suspension
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I could use some guidance in communication please.

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

Hi, I set up an Adwords account 2 days ago. This is my experience so far. Maybe I am confused......

 

My first campaign, I used an URL that landed on my company's capture page. I received an email that my site "violated site policy". After I read thru all of the site policies, I finally decided that it violated the one that I am not allowed to use a landing page with little or no content (even tho it does have the basics of my benefit plan) and force users to enter info and go to another site etc. The URL is http://dental.discounthealthtoday.info and I completely understood how I was in violation. However, it is not my website so I cannot change anything about it at all, not one bit. But I can choose not to use that website.

 

Okay, no problem. I fixed my ads, used a different site with a different URL, no landing page, just pure content. I resubmitted for review, ads were approved and have been running since yesterday. Awesome! My URL since yesterday is http://www.mybenefitsplus.com/samanthaparent

 

Everything seems to be going good. So I launched another campaign and was careful to not use a capture page, no pages that "forced" visitors to enter their info in exchange for info etc.  The URL is http://www.careerandhome.info

 

Today I receive a warning email that says my account will be suspended if I do not fix the following sites:

         http://dental.discounthealthtoday.info

         http://careerandhome.info

 

The URL's I am ACTUALLY USING:  

         http://www.mybenefitsplus.com/samanthaparen

         http://www.careerandhome.info

 

Now, I know these 2 URL's look very similar http://careerandhome.info (the one that violates policy)   and

http://www.careerandhome.info (the one in my ad) but I have never used the first site in any of my ads ever period. If you click on each link, they take you to completely and entirely different websites. The first one is in violation, I don't disagree there but it is not my advertised site, nor ever has been. I figured this was a simple error.

 

As far as the http://dental.discounthealthtoday.info (the violation)  and http://www.mybenefitsplus.com/samanthaparent (my new approved site),, I don't understand how I am being punished for something we have already settled and those ads have been running smoothly since yesterday.

 

I called support and he told me those 2 sites were in violation. I said "I understand and agree, but one of those sites I have never used."  He said "well where did it come from then" I said "You can clearly see in my account that I never edited that campaign, that it has been the same URL and not the URL that you are violating me for   ."

 

I thought maybe I had made a mistake and clicked on my ad to see where it went. Sure enough, it takes me to www.careerandhome.info (my site)  NOT to careerandhome.info (violation site).  He proceeds to tell me that I need to fix the website. I asked how I could possible "fix" someone else's website and why if I never, ever, ever advertised that site or used it in my google account. I told him if he clicked on the 2 links, he would see they were entirely different. I suggested that when it was being reviewed, the www. had been left out and that of course took them to the wrong site which is in fact in violation. I agree the site violates policy but it is NOT the site I have associated with my account or in my ads. And that I have fixed the mistake I did make and it has been approved already.

 

So then I received an email as a "follow up to our call". It simply says

 

We have found dental.discounthealthtoday.info

                       careerandhome.info

 

to be in violation of site policy.

 

I have no idea what to do. This is not even my website so how could I possibly change it. And even if I could, why would I if my ads go to an entirely different website, MY WEBSITE. And as far as the other website, if it is already fixed, why am I being warned about it again if it's nowhere in my campaigns and my ads are running!!  They approved my revision when I resubmitted it. So .....that's not good enough?  Even more, I just don't know what to do if I keep telling them they are violating me for a website I'm not using that isn't mine, and they keep telling me it's in violation. He even read the incorrect website to me like I am retarded or something. I know it is in violation, but I don't care because I am not advertising it!!

 

So maybe I am confused. Maybe I can go in and change everyone else's websites just so I can advertise mine. Or maybe there is a different way to say "that website isn't mine and I never ever ever ever ever advertised it".

 

Thanks for your help.

 

P.s. Please don't send links to the policy these sites violate. I have read them inside and out, and I COMPLETELY AGREE. There are lots of websites that violate Adwords policy, but they have nothing to do with MY website. Now, when Google recognizes my site and if they tell me MY site violates site policy, then by all means please send me the links to fix it. But I suspect by that point that it will be too late to do anything, since I am already in violation before my site was ever looked at. Thank you.

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Accepted by topic author sparent
September 2015

Re: Information Harvesting violation

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Thank you kindly Moshe, I do appreciate that. Apparently it hasn't helped any because they just emailed stating that http://www.careerandhome.info (my website)  was the website in question all along, and just because I deleted it doesn't make a difference. I don't know why they're saying that as the other site was read to me over the phone like I am retarded, not my website. And I know they can see I never deleted anything related to that website. Here is the warning email I received from Adwords.

 

Hello AdWords Advertiser,

We wanted to alert you again that one or more of your sites are violating our Advertising Policies. We're writing to warn you that any additional violations will result in the suspension of your AdWords account.

If you accrue another violation, please note that this means your account and any related accounts will be suspended, you won't be able to create any new accounts, and your ads will no longer run on Google, our search partners, or on Display Network placements.

In order to prevent account suspension from occurring, we suggest you review all of your ads and sites to ensure that they're compliant with our Advertising Policies.

If this is an error, we want to get your ads back up and running as quickly as possible and your Google team is here to help. Below is a list of your URLs that have been found to violate AdWords policies.

Customer ID: 616-104-2275

Display URL(s):
discounthealthtoday.info
careerandhome.info

 

 

 

As you can see, the site in the email has no 'www' before it, and is not the site I used. I used 'www' and now suddenly my site with 'www' in it is the website that has been in question all along, although this site does not "harvest information" like the site that was read to me over the phone or the one in the email above. 

 

Thanks anyway, I told them I am not trying to reinstate my account, but I would appreciate an apology. But they would prefer to lie than to admit it was a very simple mistake that anyone could have made. I am so frustrated that anyone in the world can have that much power to just claim whatever they want even if they are completely aware of the truth. I have lost all respect for Google at this point, and will be removing all of their products and services that I pay for from my computer.

 

Good luck to all of you, and again I appreciate your help.

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Re: Information Harvesting violation

[ Edited ]
Top Contributor
# 2
Top Contributor

Hello sparent; Welcome;


We somehow missed your question among the many we have had today; (Saturday)


Anyway, it was hard to follow all the dialogue you have had with Google Smiley Embarassed

At the bottom line: what is Google claiming? - It is quite evident from your post,   that you and Google both agreed that at least some of your landing pages violated the Policy. Once a landing Page violates the policy, the whole account is suspended, no matter that other landing pages on the account are approved.


I did look at http://dental.discounthealthtoday.info/, and  http://careerandhome.info/. - These two are clearly violating the information harvesting section of the policy.

 

-Moshe


 

 

 

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Information Harvesting violation

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

I completely agree with that. However, I did not use http://careerandhome.info. They keep telling me that it violates policy, I understand and agree. My problem is that is not a site associated with my account.  And I know they can look at my account and see that I never used that site in any place in my account, because they told me they can. My site is http://www.careerandhome.info and if you click this link, you will see it is not the site that they are telling me is in violation.

 

How can I be violated for a site I never used in my account that I have no control over?

 

For the other site, yes I agree that one was in violation but it was my understanding that we already corrected that problem, they said everything was fine now and started running those ads. I definitely made a mistake there, and thought it was corrected. But that still doesn't excuse the fact that they just suspended me for a site that has never been associated with my account. 

 

So basically they can pull up any site with a similar URL on the internet and tell me if I don't change it they are going to suspend me? 

 

Thank you, I appreciate your time.

Re: Information Harvesting violation

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

AT the bottom line, they are claiming http://careerandhome.info is in violation of site policy. And I agree 100%.

 

But my site is http://www.careerandhome.info which if you click on each link, they take you to entirely completely different websites that aren't even linked to each other.

 

I guess it doesn't matter much now, because I have already been permanently suspended for a site that has nothing to do with my account. 

 

When I contacted customer service to have them see that the "www" was missing, the man was very condescending and even READ the landing page of the violative site to me. I told him several times that I agree with him that site violates policy, but it is not the website associated with my account. He said "mm hmm, the landing page is in violation of site policy". If he has my account pulled up as he said he did, he can clearly see my site has www. in it whereas that site doesn't. He proceeds to tell me he will email and I can respond to the email. Very helpful.

Re: Information Harvesting violation

Top Contributor
# 5
Top Contributor

@sparent;

 

  • So, based on what you are explaining; how come did the customer Rep find the site in the first place, if it had NOT been linked / associated with your account?
  • When you call Google's customer service, you "punch in" your CID. Where did the customer Rep get the URL, if it had not been on your account?

 

 

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: Information Harvesting violation

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

That is what I called customer service for: to find out why I received an email with the violation of a different website. I immediately assumed I mistyped my URL but when I clicked on my ad, it took me to MY website, not the other. I hadn't deleted or changed any ads in that campaign. I did in the other campaign when they disapproved that ad, that was already corrected. According to them, they can see every single URL I ever typed in regardless of whether it's deleted, changed, still active etc. So if they can see every URL, they can clearly see I never ever ever used that URL. I suggested that when it was initially reviewed, somehow the www. had been left out. My site and my ad clearly have the www. and as I said, the ad goes to my website, not the other.

 

So that's a great question, and exactly the reason I called customer service. I wouldn't call about that URL if I had used it, since it very obviously violates the information harvesting policy. I called because it was an incorrect URL and I assumed since they told me themselves they can see everthing in my account that has ever been there, that they would easily see it was a mistake. 

 

He asked me the same thing I asked him: "where did this URL come from"  I said "That is the reason I am calling. You can see my account correct?" He said "yes".  I replied "Oh good, so you can see it's mistake and I didn't use that URL. My ad goes to my website, and I have only made one ad with it".  That's when he said he would email me and I could respond to that.

 

My guess is since he could see any and all activity in my account ever, he could not see himself why I was being violated for an incorrect URL. And I suppose he didn't want to say "Sorry, we mad a mistake"

Re: Information Harvesting violation

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

I don't see any point in lying to them saying I didn't use an URL if I actually did, considering they can see every action ever performed in my account.  So it would be pointless to lie. He could see as plain as day that I didn't use that URL.

 

I hate to disappoint everyone, but I guess Google can make a mistake every once in awhile like the rest of us. I am just grateful that this was a trial offered by my website company (the real one, not the supposed violator) and that I didn't pay actual money. I would be pretty angry right now if I had paid money for an account that got suspended because someone or a computer left out "www".

 

I appreciate all your help tho guys Smiley Happy  I'll be fine, I have steady advertising, just thought I'd give Adwords a shot.  Apparently I don't speak their language....

Re: Information Harvesting violation

Top Contributor
# 8
Top Contributor

@sparent;

I have forwarded you case to Google asking to review again by a  Policy specialist

 

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’
Marked as Best Answer.
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Accepted by topic author sparent
September 2015

Re: Information Harvesting violation

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Thank you kindly Moshe, I do appreciate that. Apparently it hasn't helped any because they just emailed stating that http://www.careerandhome.info (my website)  was the website in question all along, and just because I deleted it doesn't make a difference. I don't know why they're saying that as the other site was read to me over the phone like I am retarded, not my website. And I know they can see I never deleted anything related to that website. Here is the warning email I received from Adwords.

 

Hello AdWords Advertiser,

We wanted to alert you again that one or more of your sites are violating our Advertising Policies. We're writing to warn you that any additional violations will result in the suspension of your AdWords account.

If you accrue another violation, please note that this means your account and any related accounts will be suspended, you won't be able to create any new accounts, and your ads will no longer run on Google, our search partners, or on Display Network placements.

In order to prevent account suspension from occurring, we suggest you review all of your ads and sites to ensure that they're compliant with our Advertising Policies.

If this is an error, we want to get your ads back up and running as quickly as possible and your Google team is here to help. Below is a list of your URLs that have been found to violate AdWords policies.

Customer ID: 616-104-2275

Display URL(s):
discounthealthtoday.info
careerandhome.info

 

 

 

As you can see, the site in the email has no 'www' before it, and is not the site I used. I used 'www' and now suddenly my site with 'www' in it is the website that has been in question all along, although this site does not "harvest information" like the site that was read to me over the phone or the one in the email above. 

 

Thanks anyway, I told them I am not trying to reinstate my account, but I would appreciate an apology. But they would prefer to lie than to admit it was a very simple mistake that anyone could have made. I am so frustrated that anyone in the world can have that much power to just claim whatever they want even if they are completely aware of the truth. I have lost all respect for Google at this point, and will be removing all of their products and services that I pay for from my computer.

 

Good luck to all of you, and again I appreciate your help.