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Understand Google's advertising policies, including ad approval status and account suspension
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The Suspension Ghost is Finally Here to Haunt Me!

Explorer ✭ ✭ ☆
# 1
Explorer ✭ ✭ ☆

Hello All

 

I have been working on adwords to serve a particular industry for the last two and half years and have never come across a vague account suspension for any of the clients I have catered, TILL NOW!

 

Created an account for a client,added the billing, the credit card got verified,uploaded the campaigns and was patiently waiting for the periodic review to pass so as to start with the work. Today noticed that the account has been suspended! I see all the ads approved and the keywords reviewed.

 

Contacted adwords support which says that they don't have any further information than the suspension info itself and if I feel that the account is suspended in error I could fill the pertaining form and wait. Did that and got a reply almost instantly which is below in bold letters:

 

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:http://support.google.com/adwords/bin/request.py?contact_type=policy_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
 
I am clueless which terms and conditions the account violates (went through them a number of times). The adwords support can't disclose more details due to security reasons. 
 
It's beyond my understanding. I have been doing the same thing for more than 2 years now and have not been more clueless of something as this.
 
If anyone could assist,it would be most welcomed!
1 Expert replyverified_user

Re: The Suspension Ghost is Finally Here to Haunt Me!

Top Contributor
# 2
Top Contributor

Hi Mudit;

The usual procedure;

Share with us the web site URL

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: The Suspension Ghost is Finally Here to Haunt Me!

Explorer ✭ ✭ ☆
# 3
Explorer ✭ ✭ ☆
Hello Moshe Long time,hope you are doing awesome your side! The address of the site is : http://technicalsupportzones.com/ The Landing pages currently in the account, incorporated in 3 campaigns are: http://acer.technicalsupportzones.com/ http://lenovo.technicalsupportzones.com/ http://cisco.technicalsupportzones.com/

Re: The Suspension Ghost is Finally Here to Haunt Me!

Explorer ✭ ✭ ☆
# 4

Re: The Suspension Ghost is Finally Here to Haunt Me!

Top Contributor
# 5
Top Contributor

Hi Mudit;

search the community for " pricing plan suspension" . You'll find a number of  similar cases we have lately with the same type of service offered;

The violation was usually not setting a clear pricing plan - as required by the advertiser claims section. (E.g want services / support included for each pricing plan, and a clear  refund policy).

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: The Suspension Ghost is Finally Here to Haunt Me!

Explorer ✭ ✭ ☆
# 6
Explorer ✭ ✭ ☆

Also

 

The client mailed me the gmail address and password which he had created and asked me to use the same credentials to create the adwords account. Since I received them already I didn't create his account from my MCC. Instead I created his account separately and then added the account in my MCC by sending it a request from the MCC and accepting it from the client account myself.

 

Later I explained to him that he could go ahead and change his password as the account is now added in my MCC and I won't be requiring his log in details.

 

I am wondering if that could be the case. The IP from which I sent the request and the IP from which the request got accepted  is same. Not sure but now all kind of things are popping in my mind.

 

Also,the client has his partner in USA whose credit card was added to the account from India. Infact,I added the billing details when I was creating the client account. The currency was chosen as dollars and the card was verified successfully.

 

 

Re: The Suspension Ghost is Finally Here to Haunt Me!

Explorer ✭ ✭ ☆
# 7
Explorer ✭ ✭ ☆

Hey Moshe

 

I guess you have provided the much needed direction to work on. It was dumb of me to ignore such an important aspect. There are support plans mentioned on the website which are not clear enough for users to comprehend.

 

Plus,there is no "terms and conditions" or "terms of policy" or "refund or chargeback policy" mentioned to protect user interests and provide them with much needed clarity about their transactions.

 

Would get on with the work and get these things sorted out first. Any things else you would suggest in this regard?? The things I will be working on would be:

 

1) Get the support plans more descriptive.

 

2) Upload a detailed "terms of policy" or "terms and conditions page".

 

3) A link to the "refund and chargeback policy"

 

 

Re: The Suspension Ghost is Finally Here to Haunt Me!

Top Contributor
# 8
Top Contributor

I did not check the code. Is this an affiliate?

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: The Suspension Ghost is Finally Here to Haunt Me!

Explorer ✭ ✭ ☆
# 9
Explorer ✭ ✭ ☆

It's an independent or a third party technical support/service provider. It would be great to get some more insights for my knowledge base as well as for the work on line!

Re: The Suspension Ghost is Finally Here to Haunt Me!

Top Contributor
# 10
Top Contributor

OK; 

Fix the site, and we will ask  for a recheck for you; 

Have you searched  similar cases?

Here is one that was fixed

 

https://www.en.adwords-community.com/t5/Manage-ads/Is-it-google-slap/td-p/119740/highlight/true/page...

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’