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Understand Google's advertising policies, including ad approval status and account suspension
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Please Help my MCC and client account has been suspended for repeated disapproval :(

[ Edited ]
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# 1
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Hi Guys 

 

I'm freaking as I have been in constant contact prior and after suspension with both google engage and adwords support and I have been assured that my account suspension would be lifted as I was told by adwords support today everything looked to be ok at their end and would send this update to the lady who has been dealing with my account then two hours later I received an email that gave me the same generic suspension response.

I will give a short overview of an email recently sent. I have been completely forth coming and willing to fix any issues through the entire range of daily phone calls at every step and emails.

 

 

I have just had message that has said my account has been suspended.
I have called both google support and google engage I been told that I needed to reply to the email that has your name in it.
I have spoken with ***** at google engage she has advised me that I need to let you know that she has spoken with ***** from your team over there and was advised that my suspension would be lifted after I had made the necessary changes which I have done.
The reason for the multiple disapprovals is because when my ads first got rejected I rang google and was told it's either your ad text or website text related to prescription drugs so I removed botox from my ads and was told to resubmit.
I then was denied once more and asked for a full review and was told that botox needed to be removed from the website.
I spoke with my client and he suggested I use botulinum toxin as this is not a trademarked term which is also why I was told I could not use botox but I wasn't sure if this would be ok so I rang both google enagage and adwords support asking if this would be acceptable and was not given a direct answer and told to resubmit my ads for review.
I then was shocked as my account was suspended by google and I had no intention whatsoever of violating policy in fact all my ads were set to pause the whole way through this process as I wanted to ensure that policy was not broken and stayed in accordance with Google guidelines.
I have since completely removed both botulinum toxin and botox including any variation from the website and would like this to be reviewed as I have followed everything I have been instructed to do by Google in an honest and open manner it was never my intention to try to circumvent the system.
***** has reassured me that ***** told her as long as the required changes were made I would be able to have my wesbite reviewed and suspension lifted as I already have done.
Please review and let me know if my clients website is in accordance with Google guidelines as I have since advised my client that this simply cannot be included in his site and we have removed it completely.
 
I would just like to have my account reviewed I have bent over backwards and lost much sleep over this
 
Regards 
 
Dion
4 Expert replyverified_user

Re: Account suspended - health-care and medicine

Top Contributor
# 2
Top Contributor

Hello Dion1232; welcome

 

I have not been able to fully grasp all happenings and timeline of your communication with Google:

For now - I understand - that the website has been fixed per Google's healthcare care and medicine policy.

Please review / read carefully this section of the Policy.

If you are certain that the site is fully in compliance with the Policy, please share the URL link.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account suspended - health-care and medicine

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# 3
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Hi Moshe,

 

Thank you so much for replying I really appreciate it I really would like to get this resolved.

 

This is the URL http://www.plastic-surgery.co.nz 

 

I have also added the email that was sent to me after specialist review.

 
 
Hi Dion,
 
Thank you for writing into us.
 
I have reviewed your account with our specialists team and confirmed that the word "Botox" is against Google policies.
 
The word "Botox" should not be there anywhere on the ad text or anywhere on the website.
 
Please make the changes and revert to this email, only then will I be able to assist you further.
 
Thank you for your cooperation.

Re: Account suspended - health-care and medicine

Top Contributor
# 4
Top Contributor

Hi Dion,

 

If I could jump in here, after looking at the URL which you have shared it seems like website is New Zealand based (.nz) and here's what Google says specific about that country in terms of Healthcare and Medicine Policy:

 

Google allows the promotion of online pharmacies if they're registered with the Pharmacy Guild of New Zealand (PGNZ) and don't promote prescription drugs in their ads and landing pages.

Advertisers must also be certified with Google. Please see the "How can I apply to advertise online pharmacies?" section above for details.

 

It clearly says that the drug name shouldn't be there in your ad or landing page...This should clear the confusion if any.

 

Just a thought!

Pankaj

Re: Account suspended - health-care and medicine

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# 5
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Hello  again Dion;

I assume that these two Gents are registered as pro plastic surgeons in NZ. I did not see their registration certificate / registration license number, as required by local regulation.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Account suspended - health-care and medicine in NZ

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# 6
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Ohhh, you got Pankaj and myself answering at the same minute...

 

The point Pankaj raised is valid, and I did consider it, before posting. However, my understanding is that these surgeons USE the (medical) products for treatment as part of the procedure. They do NOT sell it to clients,

If they also sell these drugs, Pankaj is correct, and they need to be registered as a pharmacy in NZ.

 

-Moshe

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Re: Account suspended - health-care and medicine

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# 7
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Hi Moshe,

They are registered and I also have copies of their certificates on my hard drive just in case, however I was advised that this wasn't required nor was it the issue and that I needed to only take care of botox and any variation of the term I had completely removed.

I have asked them to clarify if anything else was out line and was told that botox is the reason behind the rejections.

I have also said anything that they need of me regarding changes or removal I would implement straight away to ensure compliance was adhered to.

 

Kind Regards 

 

Dion 

Re: Account suspended - health-care and medicine in NZ

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# 8
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Hi Moshe,

 

No they do not sell prescription drugs at all they do however use certain "drugs" as they are Surgeons which are obviously required during certain procedures.

 

Kind Regards,

 

Dion 

Re: Account suspended - health-care and medicine

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# 9
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Hi pankaj

 

Thank you for pointing this out much appreciated.

I have discussed this with adwords support and they seemed to be ok after explaining the situation and after requesting a website review was told that "Botox" must be removed which had it's own section and I promptly had this removed along with any associated ads and keywords.

 

Kind Regards 

 

Dion 

Re: Account suspended - health-care and medicine

Top Contributor
# 10
Top Contributor

Dion;

The registration would be raised sooner or later... Since, the Policy is quite clear on that, - the sooner (and resolved ) - the better:

  • Ensure that sites contain relevant disclaimers and announcements that may be required by local law – for example, certain types of service providers may need to include specific text per governmental regulations.

http://support.google.com/adwordspolicy/bin/answer.py?hl=en&answer=1050602

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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