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Understand Google's advertising policies, including ad approval status and account suspension
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suspended account

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

One of my client accounts got suspended after running it for about 8 years without a problem, one day suddenly got suspended. After exchanging messages with support we came to the conclusion that some old campaigns which had already been deleted long ago (some over 1 year) had URL's which were NOW not in compliance with AdWords policies. I was for the first time informed that any URL even in the deleted campaigns will affect me. Considering that I'm advertising for multiple clients, I can't possibly be held responsible for what an old client does with his website after I stop working with him.

 

I tried to explain to support what the situation was and they blindly told me I needed to have those websites changed into compliance before the account could be reactivated. Maybe I'm living in a different planet but does it sound reasonable that an advertising manager should ask a company who is no longer a client to change their website so MY account will be reactivated? I found it absurd the lack of good sense and lousy customer service when it comes to account suspensions.

 

Considering that I spent over £60000 in advertising over the years and spend over £1000 per month, I was baffled that Google just did not care at all about me as a client.

 

I just deleted my account but for what I understood anything any linked account did in the past even if 50 years ago is linked to you so now I do not trust that Google will suspend all my clients accounts over one black sheep.

 

For this reason I stopped using my agency account to manage clients, can't afford that risk.

 

Just to warn you guys of this since Google doesn't care.

1 Expert replyverified_user

Re: suspended account

Top Contributor
# 2
Top Contributor

Hello there;

We need to sort a few issues before we can proceed;

 

It is Google's Policy that any site violated the Policy, when linked to an Adwords account, must be first fixed, prior to un-suspending the account. Abandoning the site would not help. 

 

You are arguing  that the violation was found AFTER you "let the site go" - while you were  no longer the owner of the domain, and the domain - at the time of a violation - was not owned by you or linked to the Adwords account.

 

Please confirm

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: suspended account

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi Bruno - the same thing happpened to my website after 2 years .

Why is Google doing this / changing the policies / repeatedly passing & suspending website ?

Answer - To Remove small advertisers & Promote Big Budget advertsiers .

2. To fill the pockets of adwords expert .

Re: suspended account

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
There are multiple situations not just one single, on the course of 9 years of the account, some of the violations I was not aware of because the campaigns had been terminated years before.

I was then informed that the site of one of those terminated campaigns was now in violation but at the time when it was active it was not.

Anyway this is not the point, I get all kinds of clients with all kinds of business and logically I don't go read AdWords terms and conditions every time I have to add a new client. It makes a lot more sense that AdWords tells me in an understandable way that a certain domain can't be advertised and exactly WHY rather than me having to guess or go through the documentation to find it.

Just saying the ad is not according to the guidelines is vague and really unhelpful plus it does not say that having ads that violate the guidelines will end up in account suspension. To know this we'd have again to go through the terms and conditions and I doubt most people do that because you do it once and if you're running an account for 9 years, it is very unlikely you'll remember all the details. In my point of view if a client asks me to place an ad, I place the ad as long as it is not something illegal obviously. Some ads were for affiliate programs which were refused but I did not see why that would lead to account suspension, it should just be refused saying "You are not allowed to advertise affiliate websites" and end of the story. Or if you want to be threatening your customers you can add "Adding more ads that violate the guidelines will lead to account suspension" so at least people are aware of it actively rather than passively.

On the time the account was suspended, the "warning" e-mails were sent to my gmail address which I did not use so I didn't see them, only one day I logged in to see the account was suspended. Anyway I have deleted the account already and the gmail associated with it too since I don't use it. If I was to wait for Google to sort it out I'd be out of business by now.

Now I won't even link my client manager account to any of my clients as I do not trust Google anymore. This situation was avoidable if there was a real person with decision power handling the situation rather than "robots" who blindly follow guidelines and don't care about facts or specific situations.

I'll give you a simple example if you have a client with a good account running for 9 years who spent a lot of money and then one day he tries some ads which are not compliant, you just block the account? Does that sound reasonable? For me it doesn't. :-)

Re: suspended account

[ Edited ]
Top Contributor
# 5
Top Contributor

Hello again ;
I will be short: Google has been saying all over (including in training / learning material) make yourself familiar with the Policy prior to advertising, and verify that your site fully complies before you start advertising.!

As for the ads: there is a Policy column on the ads tab that shows the Policy section the ad (not to be confused with a "landing page" ) - violated.

As for a human assistance on special cases: Yo can call Google CS and they will refer the case to a Policy specialist.

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: suspended account

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
Yes, it was my fault for trying to advertise an affiliate business but that hardly justifies account suspension. As for "human assistance" I was trying for a week to get it sorted but the answer was always the robotic answer that I had to have all the URLs including the old inactive ones fixed before the account could be re-activated. Since I have no control on what my old clients do on their website after they cease to be clients, complying with this was just impossible. :-)

Google support very clearly said there was no other option except fixing the URLs that are in violation. How would speaking with a Policy specialist help? I assume he would just say the same thing and can't re-activate an account unless the URLs are no longer in violation.

One thing was a surprise to me, the fact that even URLs from deleted campaigns are considered "active" even if they have been deleted years before. It just became clear to me that advertising multiple clients in one account was just bound to have this problem as for what I understood, violations will accumulate and the account will be suspended eventually.

Therefore now each of my clients has its own AdWords account to avoid this problem from happening again. At least if one does something wrong it won't affect the others. :-)

Re: suspended account

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

Ya Bruno , here in Pune also we have approached three ** Big online Advetising firms

they say "" We DO NOT ACCEPT GOOGLE ADS ANYMORE , They now do not advice there clients to NOT TO ADVETISE ON GOOGLE due to ever changing policy issues , They further added it have caused them great loss as they were forced to repay their old clients "

YOU ARE RIGHT Google will definetly lose trust of advertisers .

Re: suspended account

Participant ✭ ☆ ☆
# 8
Participant ✭ ☆ ☆

Hello Bruno D,

May I ask a question?
In this discussion there are things that I do not understand.

As far as I understand, it is standard that different businesses of clients have their own Adwords account.
Is this not in this case?

 

And what has MCC to do with this?
Does this mean for you that if one client in an MCC violates the policies, than your MCC has a problem?

** I´am learning Adwords and find it very interesting.
** Ik ben Adwords aan het leren en vind het erg boeiend.

Re: suspended account

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
Hallo Helja, hoe gaat het met jouw? :-)

When I started advertising with AdWords 9 years ago I think MCC did not even exist at the time or at least I wasn't aware of it. Plus I found it much more convenient to have all the campaigns in one single screen so I could see how much I was spending for each client. Furthermore I pay Google and invoice the clients directly so clients can focus on their business and let me take care of the rest. Rather than they having accounts in AdWords, MS AdCenter, Yahoo Overture, etc... they just pay me one monthly fee and I take care of everything and invoice them everything in one invoice.

The only exception is when the client has his own AdWords account and pays directly.

What MCC has to do with this... Google makes it very clear that ANY ACCOUNT linked to a suspended account can also be suspended. This means your MCC account and every other account linked to your MCC. Even though my MCC account wasn't suspended, I think they left very clear that they can do it if they want to and since they just shown complete disregard for providing a decent client service when it comes to this area, I can't trust them not to unfairly suspend any account that is linked therefore I decided not to link anything since the risk is not acceptable in any circumstance.

Google does provide a good customer service in helping advertisers improve their campaigns, I was recently on the phone with one representative who was reviewing some campaigns and giving me some tips which helped. But when it comes to the account suspension policies the customer service is non-existent and you're just treated like a criminal or something.

Unfortunately there is no alternative to AdWords, it is a big monopoly where only Google holds the majority of the market and Microsoft is a small player with about 15%. I advertise with both since 2004 but the majority of the budget goes to Google.

Anyway since I stop using my MCC and start making one account for each client I had no further problems and also learned the hard way to be careful when posting new ads as trying to advertise something that is against the policy might get the account suspended. The only ads that were against the policy were affiliate sites and I obviously no longer accept these as clients. There was also one site which was considered "unsafe" for users, I have no idea why since it is no longer a client for a few years but he owns a sex shop. Another was something to do with billing so I assume the client must have tried advertising with another account on the same URL and didn't pay the bill or something like that... I wasn't really informed about the exact circumstances, it was one of the reasons they provided for the account suspension.

For good customer service I'd expect the following:

1. If an ad violates a policy and this somehow follows a procedure that leads into account suspension, this information should be clearly stated in exactly how Google decides to suspend an account. I understand hiding this information prevents abusers from creating work-arounds but I think good customer service is more important.

2. If an account gets suspended, the reasons should all clearly show under the account and also CLEAR information on how to solve each situation. We shouldn't have to waste hours passing messages around to support so they finally give us the reasons which we should have been given in the first place.

3. Clearly the client has no control over the campaign data since deleted accounts cannot be permanently deleted. I'm not sure if this complies with the data privacy laws where consumers are entitled to request a permanent removal of their data from any system. It is like Facebook keeping all your posts even if you delete them... very abusive and probably illegal too. I'm sure somewhere in terms and conditions Google takes ownership of anything you do in AdWords so they could even "sell" ready built campaigns that perform well to competing companies.

I think that is all for now. :-)

Re: suspended account

Participant ✭ ☆ ☆
# 10
Participant ✭ ☆ ☆
Hallo Bruno, Goed, dank je wel, en met jou?

Thank you very much for your answer.

Maybe Moshe knows more about this, if an MCC can be suspended, by an account in that MCC get suspended.
Look strange for me. Then other client account could be suspended too because the MCC is suspended.
Looks just like a virus, then.
** I´am learning Adwords and find it very interesting.
** Ik ben Adwords aan het leren en vind het erg boeiend.