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Understand Google's advertising policies, including ad approval status and account suspension
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Previously Approved Site Suspended A Year Later - Unchanged

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Yesterday a website we promote, "www.tranquilene.com" got suspended and all ads pointing to it were shut off.

 

This happened once before more than a year ago and we worked with Google staff to make sure everything was up to code. Since then the site has been virtually unchanged. So this comes as a very surprising and expensive situation.

 

The reasons listed in policy notes are: "misleading and unrealistic promotions" and "prescription drug name in ad." We have not changed any claims we make since we were previously approved and we don't mention any prescription drugs in our ads or on the site. The site, copy and ads are pretty much on par with competitors, who seem to have suffered no interruptions.

 

I believe this may have been a mistake by a Googler reviewing our account. Or perhaps a competitor is trying to make trouble. I'm not sure. Meanwhile, we are loosing thousands of visits and thousands of dollars in revenue.

 

The last time this happened, I was quickly able to get someone at Google who helped me to resolve the situation overnight. This time I could only get a support rep in India who said the site looked fine and to resubmit it, that someone would reach out in 24 to 48 hours.

 

Considering the hundreds of thousands of dollars we spend annually on Adwords, is there really no recourse but to sit and wait? 

2 Expert replyverified_user
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Marked as Best Answer.
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Accepted by ElizabethP (Community Manager)
September 2015

Re: Previously Approved Site Suspended A Year Later - Unchanged

Top Contributor
# 2
Top Contributor
Hi Rob,
This is a peer to peer support forum so it's not possible to give you better insight than what you'll get from AdWords phone/email/chat support directly.

If the rep you spoke to told you to resubmit, then all you can do is wait. Google doesn't make distinctions between the budget and spend when it comes to support tickets. They're actioned in the order that they are received.

It might be worth noting too that AdWords policies are often in a state of flux and especially now... some policies and products that were OK a year ago are not OK now. The policy center underwent a massive change in the past year and due to the sheer volume of advertisers, it can take time for them all to be reviewed.

Looking at your site, I can personally see quite a few issues that would have me worried, especially under the misleading promotions and unclear billing policy. Not judging at all, I don't make the calls but I'd be prepared to make significant changes. I'd encourage you to read the policies again.

Finally, just because competitors are doing something that may be against the AdWords policies, doesn't mean that you can. Again, not saying that you're violating any, just that it's not an excuse, and it's certainly not an excuse that will be entertained by Google.

Put yourself in the shoes of the user. Imagine it was your mother or father or sibling using the site. Don't do just enough to scrape by a policy review, go above and beyond. Anyway, that's just my personal opinion. Wait to hear back from AdWords support and see what they say.

Let us know how you get on.

View solution in original post

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

Re: Previously Approved Site Suspended A Year Later - Unchanged

Top Contributor
# 2
Top Contributor
Hi Rob,
This is a peer to peer support forum so it's not possible to give you better insight than what you'll get from AdWords phone/email/chat support directly.

If the rep you spoke to told you to resubmit, then all you can do is wait. Google doesn't make distinctions between the budget and spend when it comes to support tickets. They're actioned in the order that they are received.

It might be worth noting too that AdWords policies are often in a state of flux and especially now... some policies and products that were OK a year ago are not OK now. The policy center underwent a massive change in the past year and due to the sheer volume of advertisers, it can take time for them all to be reviewed.

Looking at your site, I can personally see quite a few issues that would have me worried, especially under the misleading promotions and unclear billing policy. Not judging at all, I don't make the calls but I'd be prepared to make significant changes. I'd encourage you to read the policies again.

Finally, just because competitors are doing something that may be against the AdWords policies, doesn't mean that you can. Again, not saying that you're violating any, just that it's not an excuse, and it's certainly not an excuse that will be entertained by Google.

Put yourself in the shoes of the user. Imagine it was your mother or father or sibling using the site. Don't do just enough to scrape by a policy review, go above and beyond. Anyway, that's just my personal opinion. Wait to hear back from AdWords support and see what they say.

Let us know how you get on.

Re: Previously Approved Site Suspended A Year Later - Unchanged

Top Contributor
# 3
Top Contributor

Well... You'll have to revamp completely your business model.

For example: There is nothing wrong with offering nutrients. However, the claims made and the offers (e.g. Free gifts) violate the Policy

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: Previously Approved Site Suspended A Year Later - Unchanged

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
Actually I heard back from Google reps. Apparently a legacy script was pulling errors into the site code and they said all I had to do was remove the offending script.

Hard to understand why that would trigger the above errors. But something to note for the future. Make sure all your scripts are working.

Re: Previously Approved Site Suspended A Year Later - Unchanged

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
The saga continues. After another 48 hours I learned that the first rep was wrong and that there were specific notes on my file regarding a small number of phrases that violate policy. These were fixed. 24 hour later, the specialists found two more. They were fixed. That was Friday. Now it's been six days and my ads are still not running. Thank god for my Bing account.