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Understand Google's advertising policies, including ad approval status and account suspension
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MUST resolve account suspension.

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

My account aStore 2, was recently suspended, even though all of the ads and landing pages were valid, and even though the account had been running for over a month already. They could give me no reason for the suspension, except that it was related to another account aStore 3.

 

I have just spent 3-4 hours chatting with Google AdWords, both by phone and by live chat -- and no resolution has been achieved!!!

 

They were not willing to do a thing about recovering aStore 3, which is permanently suspended and "final". I said that this is ridiculous, they are threatening to suspend every new account that I create now! The only solution they suggested was to use a different identity, and that is completely unacceptable!

 

It is extremely important that I may continue to use the same name and identity Krishna Design Inc for my own new accounts. The reputation and legitimacy of Krishna Design Inc is very important to us, as it is a growing and ambitious business enterprise. It is not acceptable to require us to use an alternate identity, just because of a minor Google AdWords account suspension. Therefore, I request that you please forgive the previous suspension, and allow us to create new, legitimate accounts in Google AdWords under the official name Krishna Design Inc. There should be no reason to decline this, and we are willing to cooperate fully in order to abide by your terms and policies. We apologize for the previous landing page violations, of which we were not aware at the time. Since then, we have learned the difference between a bridge page, and a qualified landing page, and all of our ads now link to qualified landing pages.

 

If necessary, please refer me to your manager, CEO, or higher authority. I do not want you to suspend every new account of Krishna Design Inc. I do not accept your only proposed alternative of using an alternate identity. That is completely unacceptable for Krishna Design Inc.

 

Victor Epand, CEO
Krishna Design Inc

1 Expert replyverified_user
1 ACCEPTED SOLUTION

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Marked as Best Answer.
Solution
Accepted by topic author Victor E
September 2015

Re: MUST resolve account suspension.

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

Problem solved!Smiley Very Happy The account has been unsuspended. I got this message today:

 

Thanks for all your patience!

Good news!

Your account is now active Smiley Happy You can verify the same by visiting your AdWords account.

View solution in original post

Re: MUST resolve account suspension.

Top Contributor
# 2
Top Contributor

Hello Victor;

A few issues here:

 

  1. Once suspended, you cannot open any other account for the same business or any other business; (The advertiser - a person or a business entity) is suspended from ever doing business with Google again. This is a tough reality, but has been a firm and a long-standing Policy by Google.

  2. Can we have a look at your site

  3. Please copy / paste here the suspension email received from Google;
    Do not include any personal info (e.g. Email, CID... ) - Also edit your original post and remove any CIDs
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: MUST resolve account suspension.

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Before aStore 2 was suspended, they wrote to me with a list of URLs that they considered "Bridge pages". They said that deleting the URLs was not enough, but that I need to add content to them in order to remove the suspension. These are the URLs:
http://astore.amazon.com/best-deal-on-iphone-4s-20
http://astore.amazon.com/iphone-4s-cost-20
http://astore.amazon.com/cheap-iphone-4s-20
http://astore.amazon.com/iphone-5-cheap-20
http://astore.amazon.com/iphone-5-unlocked-price-20
http://astore.amazon.com/iphone-4s-price-drop-20
http://astore.amazon.com/best-deal-on-iphone-5-20
http://astore.amazon.com/cheap-iphone-4-unlocked-20
http://astore.amazon.com/verizon-iphone-4-for-sale-20

 

Before adding the articles to these pages, I deleted all of the products first, and I got a reply from AdWords support saying this: "Those sites were originally disabled for bridge page policies and now they don't have any content on them which is also a policy violation. Advertisers are responsible for all sites they advertise for within their account, even if they don't use those URLs any longer. This means that you would want to put some type of unique content on all of the aStore pages that I've listed below that are violating policies for not having any content on them. The policy team will only unsuspend the account if every URL that's been advertised for is in line with the advertising policies. Once you make changes to the URLs listed below respond directly to this message and I will escalate to our policy team to advocate for the account to get unsuspended. If you don't choose to or aren't able to make changes to those URLs, then the policy team won't allow you to use this account for advertising any longer."

 

That is when I added text articles to each of the URLs and submitted them for re-review. After a few more days, they gave me this reply: "The problem here is that you have an ad that has a visible-final destination URL mismatch.
astore.amazon.com/-iPhone-4S-Price-
<whois>
<Valhalla>
<sitefacts/> http://astore.amazon.com/iphone-4s-price-20
<Valhalla>
In any case, astore.amazon.com/-iPhone-4S-Price- is disabled (whereas http://astore.amazon.com/iphone-4s-price-20 is not). It is disabled for bridging to amazon.com. You need to have the advertiser fix the site and then escalate the disabled site for re-review before the account can be un-suspended."

 

Of course "astore.amazon.com/-iPhone-4S-Price-" is only a display URL and does not link to an aStore. That is an Amazon "Page Not Found" error page, and of course I am not be able to edit that URL. I told them this, and they replied after a few days "Thank you for waiting while I worked with the policy team to try to get your account unsuspended. I escalated all 9 of the URLs from the account as well as a 4 additional escalations to the highest policy team within our AdWords team.


Even though I worked extremely hard to convince the team that your account should run again, the highest policy team has determined that the account can no longer serve ads on AdWords. The policy team has lost trust in the advertising from within this account and is not willing to give you another chance to continue to advertise."

Re: MUST resolve account suspension.

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Interestingly, the URL they gave in the second message ( http://astore.amazon.com/iphone-4s-price-20 ) is NOT one of the URLs that they mentioned in the first message. Therefore, I had never added any text article to that URL. Nonetheless, in their reply, the support agent says the URL is not disabled, only the display URL??? That doesn't make sense! Of course, I am not able to change the display URL.

 

Does this mean I should ad text content to the http://astore.amazon.com/iphone-4s-price-20 URL as well? There may be actually hundreds of URLs in that account, but they had only mentioned 9 of them, and then the tenth, so I had only edited the first 9 with text articles. Of course, those ads are not running anymore so it seemed silly to be adding text articles to them. Or do they want text articles on all of the hundreds of URLs???

Re: MUST resolve account suspension.

Top Contributor
# 5
Top Contributor

Hello again;

I see that other issues are surfacing...(i.e bridge pages)

>>"Advertisers are responsible for all sites they advertise for within their account, even if they don't use those URLs any longer."

 

This is a firm Policy by Google. No exceptions! All sites violated the policy must be brought into compliance prior to appealing for un-suspension, regardless if the advertiser has control over the content;

 

Rereading your post, my understanding is that your case has been reviewed a number of times by the Policy team. Hence, I don't think we could help further.

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: MUST resolve account suspension.

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

I request that you please forgive the previous suspension, and allow us to create new, legitimate accounts in Google AdWords under the official name Krishna Design Inc.

 

If necessary, please refer me to your manager, CEO, or higher authority. I think this can be easily appealed, as it was only a minor issue and I cooperated fully.

 

 

Re: MUST resolve account suspension.

Top Contributor
# 7
Top Contributor

I am sorry; But I am NOT with Google, and have no control over Google's decisions;

The only way to contact Google is using the link provided in the suspension email. (And, I do understand, that it was not much of a help for you, )

 

You may also try this form;

https://support.google.com/adwords/answer/176378?hl=en

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: MUST resolve account suspension.

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

Nothing is being done about this, and it is not acceptable.

 

I feel that I have abided by all of Google's Policies, and that I should continue to be allowed to advertise on Google AdWords. The support staff was not helpful in resolving the account suspension, even though I cooperated fully. I asked to speak with a Manager or CEO, and they would not cooperate. This is not reasonable. I am abiding by all your policies, I am becoming a Google AdWords professional, and it is important that this suspension be resolved immediately.

 

Please let me know how I can start an appeal process. I know that you said this is not normally done, but this is a DEFINITE exception. When I created the ads for Amazon aStore, I did not know that they were bridge pages and when the account was suspended, I cooperated fully to change all of the destination URLs. Such a small mistake has to be forgiven, as I am learning and I had no deliberate intention to violate any policies. I have attended the Google AdWords workshops, including the advanced ones in Silicon Valley, and I am rapidly becoming a Google AdWords Professional. This is my career, and it is hugely disrespectful to have my account suspended without possibility of appeal, and only for such a MINOR and TRIVIAL mistake. I would like to raise this issue to your CEO and Manager if possible. I can show proof of my training certificates in Google AdWords, and the clients that I have managed Google AdWords campaigns for. As far as my own campaigns, they are brand new and growing, but I have very ambitious plans with them and it is hurtful to suddenly suspend my account at such an early stage, just as I am getting started!

Re: MUST resolve account suspension.

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

I have added content here:

http://astore.amazon.com/iphone-4s-price-20

 

Perhaps it can be submitted for re-review and unsuspension.

Marked as Best Answer.
Solution
Accepted by topic author Victor E
September 2015

Re: MUST resolve account suspension.

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

Problem solved!Smiley Very Happy The account has been unsuspended. I got this message today:

 

Thanks for all your patience!

Good news!

Your account is now active Smiley Happy You can verify the same by visiting your AdWords account.