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Illegal AUTO-remarketing list

Explorer ✭ ☆ ☆
# 1
Explorer ✭ ☆ ☆

 

Hi,

 

 

We've got a warning from Google - with the regular "we are going to suspend your account unless" - for a remarketing list that appeared out of nowhere in our account. The list was not created by us and it is not used in any campaign.

 

We've contacted support and they told us to ignore the issue because sometimes remarketing lists as such are created for conversions. They did not seemed to really know what is the matter (to me it looked like they were guessing). They simply told us to ignore a red flag in our account. On the email that we've received, it clearly says that we have solve this problem fast.

 

What shall we do in this case? Trust the support? A suspension decision is not made by them, as we all know. So it pretty much makes no importance on what the support team believes or not. The team responsible with the suspension might simply see that we ignored this issue and decide to act based on this fact.

 

What is your advice?

 

 

Thank you,

Razvan Mihaiu

 

1 Expert replyverified_user

Re: Illegal AUTO-remarketing list

Top Contributor
# 2
Top Contributor

Hello @Razvan M;

Re-marketing list is not shown on an account "out of the blue". Either it was created on the account, or  it was migrated into the account from another account. Support should know which is the case.

Now, recalling  (from your past discussions), the products you are promoting  cannot use remarketing campaigns  (to promote these products), since this could imply a user's health condition.

 

What did Google exactly say about the re-marketing list. Usually they are just disabled.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Illegal AUTO-remarketing list

[ Edited ]
Explorer ✭ ☆ ☆
# 3
Explorer ✭ ☆ ☆

Hi Moshe,



Thank you for answering this thread.

This is what I also know, that remarketing lists do not appear "out of the blue", yet this is what the customer support is suggesting (they do NOT know for sure).

I am 100% sure that we have not created this list. The worse part is that I don't know how to get rid of it. And the worse of the worse is that Google Support suggested that I should just ignore the issue (I really don't trust this advice).

All the experiences from here tell me one thing: do NOT ignore problems in your account or you WILL get suspended.

You are right again about our use of remarketing lists: we are not allowed to use them. We found out this "the hard way" when such a list was suspended a few years back. When this happened I asked support to remove ALL the remarketing lists from our account (I asked this because we were not allowed to delete some of the lists).

My above claims are supported by facts: it is very easy to verify that this list was never used in any of our campaigns (history of the account doesn't lie). Besides that, when we've got the warning about the list (because it was suspended), the email contained this:

Client code:
XXXXXXXXX

Affected lists:
All Converters reject because ...

Affected user groups:

Affected campaigns:


I translated from Romanian. My point is that the suspension email itself contained nothing under the User Groups or Affected Campaign items. This is extra proof (besides the account history) that we have never used this Remarketing list.

What I am trying to do is the following:

1. we need to know why the list was created; what event/events have triggered this; 100% we have not created the list and no migration of accounts had taken place (we have never migrated any accounts since we started using AdWords).

While I was speaking over email to an AdWord Rep, I had the poor ideea of suggesting that this list was created automatically to "remember" the ppl who converted on the site. I was just testing the waters with my supposition but to my surprise, the AdWords Rep said that this is also what they think it happened. I underline the word "they think"; in other words, they do not know for sure.

2. we need to remove the list (There is no way to remove it from the account; I even asked the AdWords rep to remove & they said that it cannot be removed!!!)

3. we need to make sure that it will not reappear in the account (this is related to point no. 1). If we manage to remove it and in 2 months we get a new warning on this, then we would be on the third warning already of the same type. We could be in hot waters. Some ppl/automated system looking at our account might think that we have nothing better to do than try to cheat the AdWords system.

Can you even help with such an issue?

As you know, I like to read these forums and sometimes contribute. So far, I have never seen anybody complaining about the things that we experience now.



Best regards,
Razvan Mihaiu

Re: Illegal AUTO-remarketing list

Top Contributor
# 4
Top Contributor

@Razvan M;

My assumption is that this is the default list created once a re-marketing code is installed. Indeed, it cannot be removed.

If you did use the list for any remarketing  (interest based)  campaigns prohibited  by the Policy - I don't see any reason for a suspension.

 

However, since there is a history of violation here, support needs to look into the account, Since this is a non EN language, only the your support team in Dublin can help. I would call them.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Illegal AUTO-remarketing list

Explorer ✭ ☆ ☆
# 5
Explorer ✭ ☆ ☆
Hi Moshe,


I called them already, the very next day. They told me to do nothing about it, basically I should just ignore it.

I checked all the sites and we have no remarketing codes left, yet this list seems to be active all the time. I just checked now and the list was last active 10min ago.

There were no conversions 10min ago.

Is there a way to find out from where is this list getting the updates? From what I see, the list is always "up to date", so it doesn't seemed to be linked with conversions, despite the fact that the list is called "All Converters":

All Converters
People who converted on your site.
Dezactivată din cauza încălcării politicii

Type:
Auto

I think I will write an email to support this time (over the phone I went nowhere).



Best regards,
Razvan Mihaiu

Re: Illegal AUTO-remarketing list

Top Contributor
# 6
Top Contributor

@Razvan M;

This is weird....

I will ask Google to forward the case to the Romanian team to re-look into the case. 

This may take a while.

Once you get a reply, please update us because this ins really weird...

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Illegal AUTO-remarketing list

Explorer ✭ ☆ ☆
# 7
Explorer ✭ ☆ ☆
As you suggested I contacted them again, this time by email. Basically, I asked them from where is this list fetching the data. Once we know that, we can "cut it off" from the stream of data.

I will reply in this thread once I have a reply from support.


Best regards,
Razvan Mihaiu

Re: Illegal AUTO-remarketing list

Top Contributor
# 8
Top Contributor
I escalated the case to Google asking a specialist to check.
A specialist should contact you. This might take a while since this is a different team
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: Illegal AUTO-remarketing list

Explorer ✭ ☆ ☆
# 9
Explorer ✭ ☆ ☆
My apologies, I think it was our fault in the end.

The production servers had no Remarketing codes on them but a development server had and a developer is working on one of our sites (redesign). Each time the developer opened a page there, the Remarketing Code was running.

I found the code 1 hour ago, I removed it and now I see that the list has not been updated since. Most probably, this was the issue.

Tomorrow I will take another look on this.

If you could make a suggestion for the Google Team: in situations such as this, it really helps if we can find the URL from where the data is coming. In our case, the development takes place on another VPS with another URL. We have 11 VPSes running at the moment & I verified 4 from 11 until I found the issue.

With a company that has 100 VPSes this is going to be fun!


Best regards,
Razvan Mihaiu

Re: Illegal AUTO-remarketing list

[ Edited ]
Explorer ✭ ☆ ☆
# 10
Explorer ✭ ☆ ☆


Hi Moshe,


The list is still active!!!

I need to check all the VPSes. If after this it still runs then I am out of options.


Best regards,
Razvan Mihaiu