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Understand Google's advertising policies, including ad approval status and account suspension
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Please help us!

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# 1
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Hello, 

I have been running an ad for sometime with Google with great success, because of that potential success I have designed and invested everything I have into my business based around my Google advertising. Google has deducted thousands of dollars from my accounts for this advertising, last week without notice my ads were suspended, the reason given was that we violated something in the terms and conditions. Nothing in my ads had changed other than a new bank account was added that was to be used as primary account. This account was approved and verified by Google,  I can not get a answer from anyone, other than a boiler point email, that says we were suspended and any related or future accounts will be suspended. This has nearly and is on the way to bankrupting my business, do to the fact that everything is based around Google, I have been a member of Ebay since 1998 with never having a negitive feedback or anything less than a 100% positive feed back rating, I have had successful customers from all over the world. My new business is a shuttle business here in Florida, which was showing great promise with the ad. Some kind of terrible mistake has been made, I am not being told any reason due to " privacy reasons!", The help center dose not help me, only refusing to give me a reason for shutting my business down, This is terrible, I have been solicted by Google since 2006 to join them, I have given them all my business and personal banking account numbers as well as my personal and business credit card information, now without reason they have completey dumped my business in the trash,

Now familys and hard working, honest peoples lively hoods are at stake. You think I would have been warned, so that I might have been able to fix the problem that I did not know I was making, or maybe even give me a suspension with a chance to redeem myself. My only thought is that one of my compeditors must know someone with google who has the authority to do such an act. I worked my way to number one position and payed Google alot of money to be there, Now I slowly spend what savings I have to pay bills without no way to generate new income. I believe I am a good client for Google and deserve a chance to fix this.  I have wriiten several emails this week begging for help, with only the same " We can not tell you anything about your business because it is a privacy issue with Google" email.  I do not believe that google sells it self as " Give us all your account numbers and access to them, completely design your business around our advertising, and without notice or reason you can be dropped at any time!"  I see on this site that similar situations have been resolved and clients have been given the opportunity to recieve clicks again, can some body please help me, I am all most out of money and deeply concerned for my family.

Sincerly Mark Gray, 

Owner Destinations Shuttle LLC

 

4 Expert replyverified_user
2 ACCEPTED SOLUTIONS

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by Zee (Community Manager)
September 2015

Re: Please help us!

Top Contributor
# 2
Top Contributor

Hi Mark,

 

I was sorry to read your lines about the frustration you experience. However, most of the readers of this forum are fellow advertisers and lack the authority level to look into your case. For this reason I am going to escalate your complaint and hope some one will soon come back to you from Google.

 

Best,

Lakatos

View solution in original post

Marked as Best Answer.
Solution
Accepted by MosheTLV (Top Contributor)
September 2015

Re: Please help us! / Limo service

Top Contributor
# 27
Top Contributor

Hi Mark,

 

Ok, the sites look much better now - no more frameset problems!  Good Work!

 

Ok, there is another possible issue here now. 

 

If these two AdWords accounts can be linked in any way to the same company or domain, you could be facing a Double Serving policy violation as well.

 

So, I would suggest to you that you make certain that you completely separate the accounts, no reference to each others site can exist within the individual AdWords accounts, not even in old paused or deleted ads, or billing information...Google is very strict, as you know, with their policies.

 

The AdWords account for destinharborshuttle.com should only contain ads that are pointing to destinharborshuttle.com and the destinationsshuttle.com AdWords account, needs to only have ads related to destinationsshuttle.com.

 

If you can ensure that and Google sees it the same way, I have a good feeling about the outcome.

 

Keep us posted!

 

-Tom

 

 

Tommy Sands, AdWords Top Contributor | Community Profile | Twitter | Philly Marketing Labs
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer.’

View solution in original post

Marked as Best Answer.
Solution
Accepted by Zee (Community Manager)
September 2015

Re: Please help us!

Top Contributor
# 2
Top Contributor

Hi Mark,

 

I was sorry to read your lines about the frustration you experience. However, most of the readers of this forum are fellow advertisers and lack the authority level to look into your case. For this reason I am going to escalate your complaint and hope some one will soon come back to you from Google.

 

Best,

Lakatos

Re: Please help us!

Follower ✭ ☆ ☆
# 3
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God speed sir, Thank you so much for your reply

Re: Please help us!

Zee Community Manager
Community Manager
# 4
Zee Community Manager
Community Manager
Hi Destinations,

Please be patient until one of the AdWords support representatives will reach out to you.

Thank you,
Zee
G+

Re: Please help us!

Top Contributor
# 5
Top Contributor

Ohhhh...this is really heart touching; Smiley Sad

For the meanwhile, until a Googe's  Rep contacts you, can you share your website URL, so we can have a look and try to figure what triggered Google's robots / crawlers?

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: Please help us!

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# 6
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Thank you for your response,

 

My web url is www.destinationsshuttle.com , We are a simple local beach shuttle service, we offer local transportation or airport transportation.  I received an email from a Google ad rep from the community early this morning that stated the reviews decision was correct and final. I do not know what illegal action justified something like this with out warning or reason, the only change we ever made was to switch bank accounts from primary to back up do to the reason we wanted to run the ad from the corporate account. These accounts were properly verified and we continued to run ads successfully until a couple of weeks ago when they suspended it. It stated that some individual periodically checked accounts and found that ours violated terms and conditions. Amazing that one person has the power to black list a company without any justification. I thought Google was a company sold advertisement. I understand that they shouldn’t let people advertise such things like Child porn or Illegal activities, but ours is a simple, honest, legal & legitimate taxi company with a great reputation. We are not being offered any kind of redemption, and our business is now failing and going bankrupt, we are not a high profit company, especially is this economy. We work from week to week serving our customers and some week’s actually paying Google more than we earned personally. To make a decision "correct and final" is preposterous. To not explain to a loyal paying customer why he is being cancelled is ridiculous, now days everything is tied to Google, phones accounts, emails, square, everything, and hard working honest successful business have financed Google’s party. I see that one of the head Google ad managers use to be a executive for eBay, well I have heard of some people doing some pretty shady things on eBay and only received a 30 day suspension. Google has told me not to open any new accounts in any way or they will be suspended, I will tell everyone now that I am one of the good guys, and we did nothing to deserve this treatment. I do not want an apology from anyone; I just need my ad opportunity back to protect my business. I would have to be insane to jeopardize my family’s wellbeing by doing something shady. 

How can they do this? Something we should all be worried about!

Re: Please help us!

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# 7
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P.S

this is the email I recieved early this morning as a result of my community outreach, I guess they did not post it on the message board for everyone to see for some reason? We do not have a right to know circumstances of our business

(I guess!)

 

 

 

Hello Mark,

I am Vasudeva and I am writing in response to your Community post.

Mark, As per the request I have escalated your case to our specialists team. They have re-reviewed your accounts and have determined that the decision is correct and final. As a result, your account, and any related accounts you may have created, have been suspended.

NEXT STEPS

- Our support team is unable to provide any further information on this matter.

- Please refrain from creating additional AdWords accounts, as they will be subject to the same suspension.

The AdWords Terms and Conditions state that Google reserves the right to stop running any ads when deemed necessary. You can review these Terms and Conditions here: https://adwords.google.com/select/tsandcsfinder.

We appreciate your cooperation and thank you for your understanding.

Sincerely,

Vasudeva
The Google AdWords Team.

 

 

 

 

 

 

 

 

Re: Please help us!

Top Contributor
# 8
Top Contributor

@destinations

There is a link on the page source, that redirects to a suspicious site with WOT warning - what is this site?

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Please help us!

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# 9
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Thank you so much for the help, I see only one source link hidden on the top of the page, 

http://www.w3.org/TR/REC-html40 ) is that the one you mentioned?
 
I think I was able to remove it, no idea what it was or how it got there, might have been in the template for the website program, could you please tell me if you still see it, and if I fixed it could I get my ad site back up? Thank you so much, I owe you everything.  www.destinationsshuttle.com 
 
 

Re: Please help us!

Top Contributor
# 10
Top Contributor

No ; There is another link. I cannot copy/ paste here because it is suspicious...

When viewing the landing page click on "view source". There are only two links there!

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’