AdWords
3.1K members online now
3.1K members online now
Understand Google's advertising policies, including ad approval status and account suspension
Guide Me
star_border
Reply

Why are we still suspended?

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I hope somebody can help with this.

We are a software company and we develop, sell and support our own product for which we have a website. We offer a free trial of our product and we use AdWords as part of our marketing strategy. Nothing unusual about any of that.

On April 23rd 2015 we received an email telling us our AdWords account had been suspended for being in breach of new policies regarding free desktop software. We phoned Google and asked what we were doing wrong and what we needed to do to get our suspension lifted. Their first suggestion was to add a link to our EULA and uninstall information to our downloads page, which we did within minutes. No change. More emails, more phone calls, but nobody at Google could tell us where we were going wrong and just kept sending us their list of policies we need to abide by. So we went though all the policies one by one and removed the link to the screen share application we used for support, we removed blog posts, links and tags we thought might be somehow wrong, we changed the wording on our landing page and in our adverts. Also we pointed out to Google that the copyright notices on every page of our website, in our EULA and in the certificate used to sign the installer are all in the name of our company. Google downloaded the installer at least twice and we filled in a form several times stating that we are the authoritative publisher of our own software and our website is the authoritative download site and yet still Google say they cannot verify that. And now the people in Ireland are saying they can't escalate this and are unable to help any further and we need to wait for "specialists" to verify our site. This has now been going on for nearly 5 weeks and we are getting no support from Google. All we want to do is market our entirely legitimate software. Any advice?

1 Expert replyverified_user

Re: Why are we still suspended?

Follower ✭ ✭ ☆
# 2
Follower ✭ ✭ ☆
You may have to try creating a new account and using adwords editor to copy all the campaigns over

Re: Why are we still suspended?

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Tried it, and apparently this is frowned upon by Google and not a recommended course of action.

Re: Why are we still suspended?

[ Edited ]
Top Contributor
# 4
Top Contributor

@Wealden;

Do not attempt to open a new account - it will instantly be  suspended as well..

Can You share the 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: Why are we still suspended?

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi Moshe, Thanks for the request for the URL - I'm afraid I can't give that on a public forum. I think someone is on the case for us with Google but I still haven't heard anything. As far as I can tell we are not in breach of any policies so this is most frustrating.