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Understand Google's advertising policies, including ad approval status and account suspension
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Possible Account Suspended In Error

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭



Our website is


I would like to see if there is anyone here that can help me. I own a national in-home service computer repair company based in Braintree, MA with local techs in every state. We have been in business since 2003 with an A+ BBB rating. I received the letter below stating that our AdWords account was suspended. I contacted AdWords and they told me they don't allow computer repair companies to advertise (which is clearly not true). I believe they mis-classified us as one of those scam companies out in India. 


I submitted an appeal and also emailed them several times. The told me what we needed to do in order to fix our account. Things such as removing a duplicate domain, and removing a contact form on an old website for a freelance company that we have not used in a long time. We did and we got an email back saying that they still cannot unsuspected our account because they don't allow computer repair companies to advertise. 


I talked to AdWords several times explaining that there are thousands of computer repair companies advertising, and we go to peoples home to repair computers, network, setup systems etc. just like all the other companies. They simply told me that I can report the other computer repair companies but there was still nothing they could do. Obviously they are not going to prevent all computer repair companies from advertising. Is there anyone here that may be able to help check this issue with AdWords for me or provide pointers? I have not made any progress with them in two months. Thank you in advance!



Suspension Letter---




We wanted to alert you that one of your sites violates our advertising policies. Therefore, we won't be able to run any of your ads that link to that site, and any new ads pointing to that site will also be disapproved.


Here's what you can do to fix your site and hopefully get your ad running



  1. Make the necessary changes to your site that currently violates our



      Display URL:



      Policy violation: Untrustworthy promotions

      Details & instructions:



  1. Resubmit your site to us, following the instructions in the link above.

If your site complies with our policies, we can approve it to start running again.


Repeated violations of our advertising policies could result in a suspension of your AdWords account, so it's important to address any issues as soon as possible by reviewing our policies. To learn more about AdWords suspension policies, please visit



The Google AdWords Team




Last email from AdWords---



Hi Matt,

Hope you're doing well!


I have got a response from our specialist team and they again are not ready to unsuspend your account. I have tried my level best to get it approved by sharing all the information passed on by you to me but as per they computer repair is a third party support system which can't be approved.


I am really sorry because that's all I can do for you.





2 Expert replyverified_user

Re: Possible Account Suspended In Error

Top Contributor
# 2
Top Contributor
there are likely too many areas related to
the untrustworthy-promotions policies that
cannot be met -- for example, pricing models,
service segments that can be gotten for free,
service location details, etc., compounded by
the likely extreme scrutiny given the overall
sensitive nature of the industry with respect
to advertising.

these issues are unlikely to be rectified given the business-model
and all the other sections of the policies that must be met, related
to a safe and positive user-experience.

unfortunately, some suspensions are simply permanent.

Re: Possible Account Suspended In Error

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Thanks for your reply. Our pricing models are very clear, we even have a separate pricing page. You mentioned about service segments that can be gotten for free, I don't think anyone will go to someones home for free. I'm not sure how we are different from any other computer repair company that has no problem advertising. Was there something specific you are referring to on our website?

Re: Possible Account Suspended In Error

Top Contributor
# 4
Top Contributor
first, you're welcome.

as to the website, for example:
average repair -- rather than a very specific service price-list;
rates vary -- rather than a very specific location-based price-list;
virus removal -- given free on-line virus removal and similar tools;
contact details -- multiple businesses or sites using similar contact details;
remote support -- without a detailed service list or specification;
send a dispatch -- rather than a specific set of company addresses;

taken alone, one or two of these may be correctable or clarified
to meet all the policies; however, taken as a whole these likely
create an overall business-model that cannot be advertised.

apart from any such details, the overall technical-support area
is extremely sensitive and tends to be rather highly scrutinized --
as has been discussed many times before in the forums.

of course, forum-members can mainly offer suggestions --
based on the information posted here in the public forums.

an account-appeal or website-review can be
requested directly from a person at google.

if the same similar response is given, especially multiple times,
then, unfortunately, the suspension is usually permanent.

as to other advertisers, as was previously indicated, these can be
submitted as potential policy violations for google to investigate --
but these other sites or companies usually cannot be used within
an appeal or review for policy comparison purposes.

Re: Possible Account Suspended In Error

[ Edited ]
Top Contributor
# 5
Top Contributor

Hi @Matt R

As @Celebird  explained, IT support is a very sensitive field  top advertise. And, if you search this community you'll find hundreds of discussions on the topic;

One additional comment to the list of violations @Celebird already mentioned,  you are saying that "we go to peoples home to repair computers". But your website does not list local brick and mortar locations. 

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