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Non-profit Adwords account got permanently suspended

[ Edited ]
Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi everyone,
We are managing an Adwords account for non-profit organization. The organization was established by families that suffered from car accidents, it’s goal is to prevent car accidents, injuries and deaths in roads.

We have started managing the account not long ago, and in the last week we had two violations.

The first one was that the site has shut down. It was a server problem and it was fixed in a day.

The second one was when we have tried to make a campaign for a page which was not on air yet. So we put a final URL which included a domain which wasn’t match to the original organization's domain and immediately paused the campaign (No exposure at all), thinking that it won’t trigger the domain violation. Unfortunately We were wrong and the account got suspended with an option to appeal. In order to fix things, we deleted the ads that included the problematic urls (campaign/adgroups still remain paused) and asked for review. The account has been reviewed and surprisingly suspended, without any option to appeal (the email that we got is below).

Clearly, we're not trying to violate the TOS. We have made some mistakes yet it doesn't seems like a proportional respond. We would appreciate your help, we would like to be able to be up and running again, weather it's using our old account or though a new account.

Thanks,
Roy

The email that we got: “Dear Advertiser, Thank you for your email. Thanks 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.”

1 Expert replyverified_user

Re: Non-profit Adwords account got permanently suspended

Community Manager
# 2
Community Manager

Hi Roy,

 

Thank you for posting to the Community. I understand that account suspensions and reviews are a frustrating process. Unfortunately once your account has been re-reviewed by the AdWords Team, their decision is final and there are no further steps we can take to appeal the decision. 

 

I'm sorry that this is likely disappointing news, but thank you for your understanding.

Cassie