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Understand Google's advertising policies, including ad approval status and account suspension
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site suspended for malware, but all Tools shows site is clean!

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Our campaigns have been repeatedly stopped and reactivated at intermittance for the last week due to a malware detected by google on our website.

All tools including webmaster, google verification, website security plugins and specialised security crawlers have shown the site to be clean. No malware detected.

We have contacted google 4 times already and requested verification of the website.

Yesterday campaigns were once again reactivated by google who said the site was clean  and the problem had been solved (we had done no changes as we couldn't detect any malware or bugs to fix!) and during the night yet again our campaigns have been blocked once more for the same reason.

We have requested help from google assistance but we can't seem to receive any solution to the problem.

Can someone please help us out?

Thank you

 

2 Expert replyverified_user

Re: site suspended for malware, but all Tools shows site is clean!

Top Contributor
# 2
Top Contributor

Hi Simone,

 

That's unfortunate but I went through the same situation long time back with one of our client.

 

You need to understand that until and unless there is some sort of malicious code or some hacking of the website, Google is not going to give it a clean chit. You will have to ensure that some experienced developer look into the code manually (if possible) and review each and every file of your website for any fixes. Then take all the precautionary measures (like changing root password, FTP details, admin details etc...)

 

Once you are pretty sure that site is fixed, fill up the form and let AdWords Support Team know about it. Also file the website for reconsideration request in Google webmasters Tool.

 

Pankaj

Re: site suspended for malware, but all Tools shows site is clean!

Top Contributor
# 3
Top Contributor

Hi @simone f;

Experience has shown that there could be other issues with the site;

Verify compliance with the software principles section;

https://www.google.com/about/company/unwanted-software-policy.html

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: site suspended for malware, but all Tools shows site is clean!

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
Our developer has already passed through the whole website and no malware was detected. Also google tools and all other malware detection softwares came back with negative results. We have already submitted website for review and google came back answering the website had been whitelisted and campaigns were reactivated. However last night we once again received an email saying campaigns were stopped due to malware detection. We have not received any further email but campaigns are regularly online now...this is very strange.
We do not know what esle to do.

Re: site suspended for malware, but all Tools shows site is clean!

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi Moshe,
thank you for your reply. However, we do not have softwares that could cause issues with the unwanted software policy.

Re: site suspended for malware, but all Tools shows site is clean!

Top Contributor
# 6
Top Contributor
Please 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: site suspended for malware, but all Tools shows site is clean!

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
sent you the url privately by mail...

Re: site suspended for malware, but all Tools shows site is clean!

Top Contributor
# 8
Top Contributor

@simone f;

This is a public forum and we are volunteers here. All posts on this form must be public for the benefits of other users. We can't skip "back and forth"  between public and private....

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: site suspended for malware, but all Tools shows site is clean!

[ Edited ]
Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Hello MosheTVL,
I really don't understand how adding a website url that has a Temporary issue can benefit anyone else in this thread...seriously.

Anyway, thank you for your help and sorry for wasting your time.

Hopefully somebody else will be able to help us.

Cheers

Re: site suspended for malware, but all Tools shows site is clean!

[ Edited ]
Top Contributor
# 10
Top Contributor

@simone f;

You would agree that there is no benefit in commenting publicly about  a landing page which users can't see.. This would become a "one on one" private consultation, which is not the goal / intent of a  public forum.

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’