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Understand Google's advertising policies, including ad approval status and account suspension
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my google adwords account has been suspended

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi to all,

 

I have been running my adwords account since March this year with no issues other than some ads going into review mode and later being approved. However late yesterday evening I found out that my adwords account has been suspended with out being notified, and I only found out about the suspension when I  went into one of my accounts to submit a new ad group. I saw the "alert" message in red at the top of my account with two messages:

 

1. Your account is suspended - We've identified suspicious behavior in the payment activity of this or your other AdWords accounts. To help prevent any unauthorised activity, we suspended your AdWords accounts. 

2. Your account is suspended - We've had to suspend your AdWords account because it contains major or repeated violations of our advertising policies. 

 

I tried to call them to find out the exact reason for the suspension, but I could not get through by phone, after punching in my customer ID number i kept getting a message saying my account has been suspended and that i should go to adwords.com/support page online to raise my issue.

 

So I sent a email asking for help and guidance as to what policy has been violated and what is the issue with my billing verification and I got this message back:

 

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.  Our Specialists already know about this issue, and an investigation is  underway. We periodically review accounts for security purposes and to  verify billing information. We'll send you an update after the  investigation is complete, typically within three business days.

Once we provide you with an update, please feel free to reply to this email  if you have any questions regarding your AdWords account or contact us  through http://adwords.google.com/support/aw/bin/request.py.

Sincerely,

The Google AdWords Team

Then an hour later I got this message:

 

Hello AdWords Advertiser,

Your AdWords account has been suspended because it doesn't comply with our  Advertising Policies and our AdWords Terms and Conditions. Please note that  this means your account and any related accounts have been suspended, you  can't create any new accounts, and your ads will no longer run on Google,  our search partners, or on Display Network placements.

If this is an error, we want to get your account back up and running as  quickly as possible, and your Google team is here to help. Here's the  account:

Customer ID: xxxxxxxxxx

To learn more about AdWords suspension policies, please visit
http://adwords.google.com/support/aw/bin/static.py?topic=28449&guide=28446&page=guide.cs&hl=en_GB.

If you have a prepaid balance remaining in your account, you can request a  refund at any time by following the instructions at  http://adwords.google.com/support/aw/bin/answer.py?answer=8440&hl=en_GB.

When I go to the link in the second email I get:

 

Page not available

We're sorry, but the information that you've requested cannot be found. Please try searching or browsing in the Help Center.

 

So I wrote to support again trying to find out what exactly is the problem so I can fix them in order to get my account up and running again. So fat I have not heard from them yet.

 

Oh forgot to mention earlier in the day I received this email also:

 

Hello,

We wanted to alert you that one of your sites violates our advertising  policies. Therefore, we won't be able to run any of your ads that link to  that site, and any new ads pointing to that site will also be disapproved.

Here's what you can do to fix your site and hopefully get your ad running  again:

1. Make the necessary changes to your site that currently violates our  policies:

     Display URL: smilesms.com

     Policy issue: Site not working
     Details & instructions:  http://support.google.com/adwordspolicy/answer/1310892?hl=en_GB&utm_source=policy&utm_medium=email&u...


2. Resubmit your site to us, following the instructions in the link above.  If your site complies with our policies, we can approve it to start running  again.

Repeated violations of our advertising policies could result in a  suspension of your AdWords account, 

so it's important to address any issues as soon as possible by reviewing our policies. To learn more about AdWords suspension policies, please visit http://support.google.com/adwordspolicy/answer/164786?hl=en_GB&utm_source=policy&utm_medium=email&ut...

My whole mobile content business is now at a stand still as I have used adwords to promote my service, the longer this suspension goes on my business will tumble down and all the money that I had saved to build this business will go into a black whole and I will have nothing to show for it. i fell so desperate and ready to take action as regards fixing any of the issues that may have caused the suspension of my account, however I ma not sure what the issue/s are in order to fix them before I send in a appeals form to have my account hopefully un-suspended.

I appreciate any help I can get from anyone here hopefully someone can shed some light as to why my account has been suspended and what i need to do to put it right.

i also need to mention I have contracts with different service providers who supply me the codes that i need for my mobile content business. these codes are unique to each service operator, as they get these direct from the mobile Telcos, and I then am under contract to use the codes to promote my content on a revenue share bases.

This means I have three different adwords accounts each one for the different contract I have with the service providers so i promote the domain for each system provider separately in each of my adwords accounts.

Any answers and help from the community will be more than welcomed,

Thank you....



1 Expert replyverified_user

Re: my google adwords account has been suspended

Top Contributor
# 2
Top Contributor
What is your business model? (What service are you offering?)
Was the site down during the review? - as mentioned in the email
Why are you using redirect?
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: my google adwords account has been suspended

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Thank you for your reply Moshe…
My business model is revenue sharing with system providers that are connected to the local mobile Telcos. I am a value added mobile service/content provider. VAS business google the term "VAS" value added service)" and it will be more clear for you.

I have contract with a number of system providers who obtain the mobile short codes which I can promote via, WAP, IVR, SMS.

I use adwords for wap promotion, the site was not down during the review, I changed url link so the old link was brought down by my system provider however i entered the new url into all my ad groups and all my ads were then approve and running ok.

I do not use a redirect in the way google are referring to, my users go from my landing page to a AOC page where they can either subscribe or cancel. I have terms and policy for My service in both Landing page and in the AOC page. Here is a link that will explain AOC (Advice of charge):

http://msdn.microsoft.com/en-us/library/aa302549.aspx

As I said i use other system provider's system and therefore their domain and they all operate in the same manner i.e, same process and none of the others are effected. adwords have just put suspension on this particular site, smilesms.com and because of this one domain they have suspended all my accounts effecting all my other ads and campaigns that have not issue.

The policy of the local telcos is that the user flow is as such:

baanner ==> Landing page ===> AOC page ===> subscription via sms text, IVR or WAP. or user cancel and move away from the AOC page.

Hope this answers your question, I really appreciate your help and was very happy to see you reply as i have seen through other posts you are very active in this community and very helpful to many…

Re: my google adwords account has been suspended

Top Contributor
# 4
Top Contributor
on what page the user is landing on?
The destination URL MUST be the landing page AFTER all redirects!
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: my google adwords account has been suspended

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
The user lands on the landing page from the ad and then if they follow though and click the offer go to the AOC page.
the destination URL is the landing page...

Re: my google adwords account has been suspended

[ Edited ]
Top Contributor
# 6
Top Contributor

Please share the landing page. When I landed on your URL I was instantly redirected.

This is a violation  of the policy!

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: my google adwords account has been suspended

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
here is one of my landing pages:

http://mobile.smilesms.com/partner/npsglobal/lotto/

not sure what you mean by you "were instantly redirected" because you can not be redirected unless you click on the image in the landing page. Then when you do you go to the a AOC page. All other operators follow the same procedure and also please note none of my other domains have the issue and Google have approved all of them and they were all running well until this domain caused the problem with site suspension resulting in suspension of all of my account.

I have jus also received this email from Google:


Thank you for your continued patience during this process. Our specialists have re-reviewed the account and confirmed that it is in violation of our AdWords policies. Since this decision is final, the account will not be reinstated. Please avoid creating additional AdWords accounts, as they will be subjected to the same suspension.

Our support team will not be able to give you any more specifics on the suspension.

We appreciate your understanding and cooperation.

Re: my google adwords account has been suspended

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
so what does this mean Moshe? they have suspended my account and not given me a reason as to why and how I can fix the issue and also saying their support team will not be able to give me any more specifics.

what kind of support is this? no other business that I know of behaves in this manner brushing off their customers in this manner. Appalling in fact!!!

Surly there has to be a way for me to be able to find out what the issue is so I can have my business back up and running again.

Any advice?

Re: my google adwords account has been suspended

Top Contributor
# 9
Top Contributor

OK; This is not the landing page, I had first checked.
It is clear that this landing page violates  the bridge section of the Policy as well as the casino and gambling section

Your business model cannot be advertised on Google. There is nothing  that could be done here to remove the suspension.

 

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: my google adwords account has been suspended

Top Contributor
# 10
Top Contributor

For some reason my answer was not posted;

Here it is again;

 

OK; This is not the landing page, I had first checked.
It is clear that this landing page violates  the bridge section of the Policy as well as the casino and gambling section

Your business model cannot be advertised on Google. There is nothing  that could be done here to remove the suspension.

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’