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Understand Google's advertising policies, including ad approval status and account suspension
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Suspended account of a beauty clinic

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# 1
Visitor ✭ ✭ ✭

Dear community members,

 

Please help us solve the problem with our account. We are a beauty clinic that has been running AdWords campaigns successfully for the last four years. During that time we had no problems. Our landing pages and ad texts have not changed much during that time, but AdWord’s policies have changed and we were not careful enough to follow the changes. We deeply regret our mistake.

 

A year ago in February 2012 we have unexpectedly received last warning from AdWords (there were no prior warnings). The last warning was about our keywords and landing pages that used the word botox in context of medical services. In reply to that warning we have explained that we are ready to do anything to comply with policies and asked for advice. AdWords support has replied the following:

 

"Our policies relating to healthcare and medicines have been updated couple of times during the last year so there might have been some confusion when reviewing (approving) your ads. I'm truly sorry for the inconvenience caused to you by this.

At the moment your ads or landing page are not in a violation to our policies relating to the term botox. However, when your related ads are reviewed they will labeled, as botox is a restricted product in some countries. Your ads will be shown, but not in the countries were botox is totally restricted."

 

From that reply we have understood that we should have no problem with our ads and website. We ended up having some of our ads “Approved (with limitations)”. That was fine with us. But apparently we were misguided.

 

Two months ago in February 2013 some of our ads with keyword botox were rejected. We contacted support for advice. We were advised to look into “Healthcare and medicines” policy and fix our ads and landing pages. We were not given any deadlines, but before we managed to do anything (in two weeks time) our account had been suspended. We admit we were a bit slow, but we were not told to fix the problems at once. We then started working on getting our ads in compliance with policies.

 

We were advised to use this list support.google.com/adwordspolicy/answer/2423645 for reference when removing any unapproved pharmaceuticals and supplements. We have carefully removed anything we have found in that list from our campaign and website. But after submitting the campaign for approval the suspension was not lifted because of the keyword sculptra (which is not in the list).

 

Please advise what we can do next. How can we know what keywords are allowed and what aren't allowed? There are numbers of medications involved in medical services and every other AdWords advertiser has these medications mentioned on their landing pages, but they do not seem to have any problems with AdWords. Can we use the same words that we see on other landing pages of our competitors?

 

We were misguided by AdWords support, but we also understand that we have unintentionally broken AdWords policies and we had been punished. In our understanding we now have our account and the whole website in total compliance with all AdWords policies. Can we ask for removal of account suspension? Please help us get back on AdWords!

1 Expert replyverified_user

Re: Suspended account of a beauty clinic

Top Contributor
# 2
Top Contributor

Hello BeautyfulAd;

 

Well...as you have noticed, though those are policy / regulatory issues, Google moves at an "internet speed" not only on technology, but on those too ...Smiley Surprised

 

Since violation was not corrected / fixed at the first time, this time you have to do it carefully and thoroughly. Google will not re-check your site "countless" number of times. Now, you should fix the site entirely: meaning going through every section of the Policy (including those that cover the site code, in addition to content), and verify compliance with all sections of the Policy;

 

when done, you can resubmit your site; Please note that since there had been past suspensions; fixing the site does not guarantee that the account will be reinstated. This is a risk you'll have to consider, before getting into this long and hard process (of verifying compliance).

 

I know it is a time-consuming and difficult process. But no other way!

 

-Moshe

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Suspended account of a beauty clinic

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# 3
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MosheTLV wrote:
Now, you should fix the site entirely: meaning going through every section of the Policy (including those that cover the site code, in addition to content), and verify compliance with all sections of the Policy;

 


Moshe,

 

Thank you for the input. We are currently working hard on removing from our website all the content that could suspicious in our campaign. It is rather unfair that we have to work with our eyes closed. We do not know exactly what medications are on the block list. The Prescription drugs list is updated constantly and only gives some examples, so we are now without exact information what is prohibited, it goes down to guesswork. Now we have decided to remove all the medications from the website. And that will really damage our organic search results. Well, we’ll just have to spend more on ads.

 

We are also working on checking every other policy - trying to avoid problems. It’s really unfair how Google tries to lure businesses to advertise with AdWords and then just gives them very harsh treatment, giving no information or support. Thanks to community members for bits and pieces of information that we can use to work on our website and campaign in order to have our ads running again. Suspended campaign is a real shock for our business.

Re: Suspended account of a beauty clinic

Top Contributor
# 4
Top Contributor

Hello again;

 

Quote:

>>" It is rather unfair that we have to work with our eyes closed. We do not know exactly what medications are on the block list. ThePrescription drugs list is updated constantly and only gives some examples, so we are now without exact information what is prohibited, it goes down to guesswork."

 

I disagree! Have your read the entire "healthcare and medicine" section?

 

The list of prescription drugs that Google monitors is available on the Policy page, and is not updated that frequent. (Last updated March16, 2013 - A month ago!) So, I totally disagree  that "it goes down to guesswork." or " to work with our eyes closed"....

 

http://support.google.com/adwordspolicy/answer/2430794

 

 

Furthermore; On the "healthcare and medicine" Policy page, Google says that it uses legitscrip.com as its source of information about prescription drugs. 



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