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Understand Google's advertising policies, including ad approval status and account suspension
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Suspended account - no warning, still under review?

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Dear AdWords Community,

 

please help us determining why our account is suspended or/and under review.

The account was "under review" almost from day one, but we assumed it was because our bank transfer wasn't added to the billing section yet. After the bank transfer was recognized and added to our budget everything seemed fine. We were pretty surprised when our ads weren't running, even though everything seemed OK and the amount of money we've transfered is substantial, so this should look all serious to the staff.

We used the contact form (calling didn't work, we were told the account is under review and to use the contact page), but haven't received any replies. All of the sudden we received an e-mail about an account suspension. No warnings, no information about reasons for that. Only a request to contact them, if this might be an error/mistake.

 

We've used the contact form to request what went wrong and explaining what we did so far (set up account, transfer money, set up basic campaign) and how the status of our account was "strange" from the beginning. No answer so far.

 

When we go to the support/contact section now, we see "Your ads might not be running because your account is under review. These reviews typically are completed within 3 business days. If you’re still having issues after 3 business days, please contact us." - it's been at least 5 business days and still no response.

 

We're pretty sure this has to be some kind of mistake. We tried contacting AdWords staff a couple times using the contact forms provided - we did it in English on the English AdWords site, in German and in Polish (on the respective language versions of AdWords). So far we've only received some kind of automated message saying "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.".

 

This is an account created for a legitimate business in Berlin (we can send any kind of papers if needed) and we haven't violated any terms or conditions. Our ads are strictly related to the business, which is not violating any ad policies.

 

Please help us solve this problem, because we would like to get the ads running ASAP.

 

Thank you in advance,

 

Wojtek

1 Expert replyverified_user

Re: Suspended account - no warning, still under review?

Explorer ✭ ✭ ☆
# 2
Explorer ✭ ✭ ☆
Hi Wojtek,

I'm sorry to hear that you are having trouble with your account however accounts go under review quite often to protect our advertisers and users and this is normal procedure. If you browse the forum you can see many advertisers with the same problem, this is in no way personal and does not mean that you have done anything wrong.

However I have escalated your issue to a specialist.

Karl

Re: Suspended account - no warning, still under review?

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hello Karl,

 

thank you for your quick reply and for the help. I really appreciate it.

 

All the best,

 

Wojtek

Re: Suspended account - no warning, still under review?

Follower ✭ ✭ ✭
# 4
Follower ✭ ✭ ✭

Hi Wojtek

 

I'm sorry you are having difficulty with your AdWords account. As Karl mentioned, Google reviews accounts for a variety of security reasons, in order to protect our users and advertisers. Oftentimes we are not able to comment on what is being reviewed in your account, but you can try calling us and asking for a prioritisation of the review process.

 

Since your account has been suspended, I would advise you to continue communicating with the email support teams, and they will verify the review of your account. If you phone our support number they may be able to advise further, but a lot of the time we are unable to disclose any further information while your account is being reviewed.

 

El

Re: Suspended account - no warning, still under review?

Re: Suspended account - no warning, still under review?

Community Manager
# 6
Community Manager
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