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

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

My new Adwords account was suspended and I don't know why. I filled online contact form and got an email from google saying they were doing investigation and would send an update within 3 business days. But now 3 days passed and nothing happened. And I called google help line but can't reach a live person. Please help!

Re: Suspended Account

Participant ✭ ✭ ✭
# 2
Participant ✭ ✭ ✭

Hi Sofia F,

 

Welcome to the community.

 

You might received a suspension mail from Google Adwords. Please share the mail with us so that we will try our best to help you.

 

**Before posting please remove all of your personal information like accont id,e-mail id etc. from the mail.**

 

Thanks,

 

Re: Suspended Account

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hi Shuva,

 

The first email from Google is the following:

 

---------------------------------------------------------------------------

Dear Advertiser, Thank you for your email.

*** Please do not respond to this system-generated email. ***

While reviewing your account, we found violations of our AdWords policies in this or a related account. As a result, your account has unfortunately been suspended, and your ads will no longer run on Google.

For information on the terms associated with AdWords account use, please review our Terms and Conditions at: https://adwords.google.com/select/tsandcsfinder

If you have a prepaid balance remaining in your account, you can request a refund at any time by following the instructions at: http://support.google.com/adwords/bin/answer.py?hl=en&answer=1703646

If you believe that you meet all of our Terms and Conditions and want to make an appeal, fill out the following form: https://support.google.com/adwords/contact/pf_suspended

Please be aware that we can't process your request unless our Terms and Conditions are met.

We appreciate your cooperation.

----------------------------------------------------

The second email from google is this:

 

-----------------------------------------
Dear Advertiser,

We're sorry to hear that you're experiencing difficulties with your AdWords account.

We’d like to let you know that your account is currently under review and we’re prioritizing this over other issues you may have written to us about. Our Specialists already know about this issue, and an investigation is underway. We periodically review accounts for security purposes and to verify billing information. We'll send you an update after the investigation is complete, typically within three business days.

Once we provide you with an update, please feel free to reply to this email if you have any questions regarding your AdWords account or contact us through http://adwords.google.com/support/aw/bin/request.py.

----------------------------------------------

 

The message in the campaign management is :

 


"Your Google AdWords account has been suspended because your billing information in this or a related account could not be verified."

 

I don't know how my account has violated the google policies. My credit card linked to the account will expire this month and I just changed the expire date. I am not sure what caused the problem.

 

Thanks,

Sofia

 

Re: Suspended Account

Participant ✭ ✭ ✭
# 4
Participant ✭ ✭ ✭

Hello Sofia,

 

Welcome back.

 

Do you have multiple adwords account for your single business/domain or you are  running a single account for your business?

 

Thanks,

 

 

Re: Suspended Account

Collaborator ✭ ☆ ☆
# 5
Collaborator ✭ ☆ ☆

Hi Sofia,

 

I'd recommend filling in the form that they gave you in the email to make an appeal if you are unable to get through on the phone. Might be worth trying the phone again though.

 

Did you enter the correct billing name and address for the card? A lot of the time this can be the cause of this problem.

 

As long as you don't have multiple accounts, haven't got the billing details wrong etc it could just be a bit of a Google error and should be able to be resolved pretty easily.

 

Please be aware that going through the appeal process isn't an overnight recovery , it can take a few days so you'll need to be a bit patient with this one.

Re: Suspended Account

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
No. I have only one Google AdWords account for only one domain.

I signed up AdWords in the end of March 2013, and not ran any ads that
time. One month later I created a campaign and added a few keywords and my
own credit card payment information, then I received "account suspended"
email from Google. When I signed in my account, I sew a warning message:

"Your Google AdWords account has been suspended because your billing
information in this or a related account could not be verified. Learn
more
"

Then I filled the contact form (and got a system-generated email shown
below), and called AdWords support, but no luck to get a live support.

<<<<<<<
Dear Advertiser, Thank you for your email.

*** Please do not respond to this system-generated email. ***

While reviewing your account, we found violations of our AdWords policies
in this or a related account. As a result, your account has unfortunately
been suspended, and your ads will no longer run on Google.

For information on the terms associated with AdWords account use, please
review our Terms and Conditions at: https://adwords.google.com/**
select/tsandcsfinder

If you have a prepaid balance remaining in your account, you can request a
refund at any time by following the instructions at:
http://support.google.com/**adwords/bin/answer.py?hl=en&**answer=1703646

If you believe that you meet all of our Terms and Conditions and want to
make an appeal, fill out the following form: https://support.google.com/**
adwords/contact/pf_suspended

Please be aware that we can't process your request unless our Terms and
Conditions are met.

We appreciate your cooperation.


Sincerely,
The Google AdWords Team
>>>>>>

So, don't know how to solve the problem. Any ideas would be appreciated.

Thanks in advance.

Re: Suspended Account

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

I still can't figure out what's wrong with my account and my website. My site is selling a beauty product and I have made a little change about the promotion discount, i.e. more specific with the discount price. I am thinking of other possibility why google suspend my account. Since one of my colleagues logged into the account when he was in a business trip in China, maybe google thought the account was hacked? Please someone review my site, www.forila.com and see if anything violates google policies.

Re: Suspended Account

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

> Since one of my colleagues logged into the account when he was in a business trip in China
I have the exact same problem! I was on trip in China a few weeks a go, and once I logged in from there, my account got immediately put under review. A few days later, it was suspended. I'm pretty sure logging in  from a different location caused this, because I also tried to run a Facebook campaign, and that account ALSO got suspended. I filed an appeal with Google, but even after several weeks, I have not received a response. Can anyone help? My billing info is correct. It never changed.