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Understand Google's advertising policies, including ad approval status and account suspension
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Vague Suspension, Frustrated!

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# 1
Visitor ✭ ✭ ✭

I am a newly established business, on 10/16/13 I setup an ad and got a confirmation email about it being accepted. On 10/28/13 I get an email stating, "Dear AdWords Advertiser, We periodically review accounts for security purposes and to verify billing information. As a result of this review, your account and any related accounts have been suspended, and your ads are no longer running on Google." I recieved no warning emails about infractions to policy in between the confirmation and suspension emails. I inquired about this issue, got 3 emails stating "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." then got another email stating "Hi Jason, Thank you for writing in. I am Usha from the Google AdWords team here to assist you with your query. As per your email, I understand that you are concerned about your suspended account. 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." When I log into adwords I get 2 notifications- "Your account is suspended We've identified suspicious behavior in the payment activity of this or your other AdWords Express accounts. To help prevent any unauthorized activity, we suspended your AdWords Express accounts." and "Your ads aren't running, To resume serving ads, please verify your form of payment." I have entered/verified 2 credit cards and just entered a business bank account. I am not sure what this means? As a new business, not being able to run ads is very frustrating, especially because the issue has been presenting in such a very vague manner, without any warning or exact infraction I am not sure how I can fix the problem, verify information correctly that has been flagged by an error or make corrections. I am a legitimate business and have not tried to scam, cheat or provide misleading information in any way, I have entered all information factually and I am not sure how this issue can be resolved. I am managing one account, I have a separate person that originally setup my account for me, not sure if that is an issue. How can I reinstate my account and get my ads up and running as soon as possible as it is critical to the success and exposure of my business. Is it possible?

2 Expert replyverified_user

Re: Vague Suspension, Frustrated!

Top Contributor
# 2
Top Contributor

Hello there;
Please fill in this form;
A specialist will review the case;

https://support.google.com/adwords/contact/pf_suspended

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: Vague Suspension, Frustrated!

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
I did, and then I got an email back last night, Dear AdWords Advertiser, Your ads are now running. Thank you for advertising with Google AdWords. Sincerely, The Google AdWords Team.

Then later, Dear Advertiser, Thank you for your email. Thank you for your continued patience during this process. Our specialists have re-reviewed your accounts and have determined that our decision is correct and final. As a result, your account, and any related accounts you may have created, have been suspended. NEXT STEPS - Our support team is unable to provide any further information on this matter. - Please refrain from creating additional AdWords accounts, as they will be subject to the same suspension. The AdWords Terms and Conditions state that Google reserves the right to stop running any ads when deemed necessary. You can review these Terms and Conditions here: https://adwords.google.com/select/tsandcsfinder. We appreciate your cooperation and thank you for your understanding.

Re: Vague Suspension, Frustrated!

Top Contributor
# 4
Top Contributor
Please share your website URL
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: Vague Suspension, Frustrated!

Top Contributor
# 5
Top Contributor
Hi Jason,

Is it possible you have more than one account for your web site--the one your friend setup plus the one you are using? That could possibly lead to a suspension.

Best of Luck!

Pete
petebardo -- Deadhead doing AdWords

Re: Vague Suspension, Frustrated!

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
And when you pursue the issue further, and try to get to the bottom of this, you will get something similar to this:

Your accounts were investigated by multiple specialist teams, including those who initiated the suspensions. Everything has been re-checked and verified multiple times and the suspensions stand. Our specialist teams are not externally-facing, so we cannot arrange for you to speak with anyone who made this decision. As I mentioned previously, every detail that you have shared has been passed along for their consideration and review. The suspensions stand.

To address your question regarding the contributing factors to the suspension, I cannot share any more details than that which you have already heard. Our internal processes are proprietary and confidential. Our terms and conditions state that we can suspend participation in Adwords at any time.

From this point, there is no further information that anyone can share nor is there anything else we can do to help. Please refrain from contacting our support teams in the future.

Thank you for your cooperation.