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Understand Google's advertising policies, including ad approval status and account suspension
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I have been trying to contact adwords support for 2 weeks.

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I have been trying to contact adwords support for 2 weeks. I opened an acoount about 3 months ago. My card has been charged twice but now my account is suspended and it says

 

Your Google AdWords account has been suspended because your billing information in this or a related account could not be verified.

 

 I have no idea what is going on. I keep getting generic emails about read the policy. I have the policy and it doesn't clarify this issue. I can't access the live chat. I was able to access live chat about 2 months ago but now when I click on the button it goes to the email page. Do they still have live chat? When i call the new adwords acount phone number they keep switching me to a generic phone message. How can I correct the problem when I don't know what the problem is? 

 

Any help will be appreciated. thanks

Re: I have been trying to contact adwords support for 2 weeks.

Community Manager
# 2
Community Manager

Hi jhouston,

 

Please make sure all your credit card information is correct including the billign address. 

 

Did you ever have another AdWords account in the past? 

 

Has your credit card been used on another account in the past? 

 

Let us know once you've checked all the above. 

 

Thanks,

Mini

Re: I have been trying to contact adwords support for 2 weeks.

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hello,

 

This new account was suspended about a month after I set it up. I live chatted with a rep and within a week the account was reinstated. The rep sent an email saying everything was ok. Now it has been suspended  again. I'm just trying to get a straight answer on what I need to do to resolve this issue again. Trying to get help has been like trying to speak with the president. It's hard to correct something if you don't know what the problem is. The card has been charged twice. if there was a problem why was my card charged?

 

Any help thanks? 

 

   

Re: I have been trying to contact adwords support for 2 weeks.

Community Manager
# 4
Community Manager

Hi jhouston,

I've escalated this issue to a specialist. You should hear an update soon.

Thanks for your patience,
Mini

Re: I have been trying to contact adwords support for 2 weeks.

Follower ✭ ☆ ☆
# 5
Follower ✭ ☆ ☆

Filling a BBB complaint, here is the URL: https://www.bbb.org/file-a-complaint/

 

 

Re: I have been trying to contact adwords support for 2 weeks.

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

I just go another generic email about read the terms & conditions. I have no idea what my account violated. Can I just get a straight answer on what the problem is?  I just need to know what to correct so I get get my account up and running. Why is it so hard for support to tell me what to correct?   Here is the email : i remove thje support techs name

 

Hello Joseph,

I am  from the Google AdWords team and I am writing in response to your community post.

Joseph, I am really sorry to know that you have been facing suspension with your AdWords account "479-284-0585". And I am sorry to know that you haven't been able to access our live chat process. 

Problem could be, you might have tried to reach our chat process when it wasn't available or it could be because your account was in a suspended state. I suspect, this to be the reason for you not being able to contact our phone support as well.

I sincerely apologize for all the inconveniences you have been facing. Joseph, upon reading your post, I have quickly reviewed your account and found that it is suspended.

To find the reason for this suspension, I have reached out to our specialists. 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. 


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 want to make an appeal, fill out the following form: http://support.google.com/adwords/bin/request.py?contact_type=policy_suspended

Joseph, I recommend you to please fill the above form. So that, the concerned team will get in touch with you. Please be informed that, we will be able to review your account once again only if, this form is filled.

Hence, I request you to fill the form and please be aware that we can't process your request unless our Terms and Conditions are met.

We appreciate your cooperation.

Sincerely,