AdWords
4K members online now
For issues or questions regarding logging in, account access, or account security
Guide Me
star_border
Reply

Why is my account suspended?

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

There are no policy or status notifications next to my ads or keywords. I've reviewed the policy and have broken no laws, am promoting nothing nefarious and haven't done anything bizarre. I called twice and two different reps had no idea what was wrong with my account. The one email I received regarding this basically repeated the fact that the account is suspended. I know this. Why?

3 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by MosheTLV (Top Contributor)
August 2016

Re: Why is my account suspended?

Top Contributor
# 9
Top Contributor

@Scott S

 

Unfortunately, it is hard to say what the specific violation might be since it could be an AdWords violation or an Ad Grants violation - with that said, I suspect that the issue is due to a "solicitation of funds" violation as @MosheTLV had mentioned.

 

There used to be a specific policy on "solicitation of funds" but the policy has now been consolidated with the Misrepresentation policy under the bullet point of:

  • Omitting material information (that is, important and relevant information) when soliciting a charitable or political donation

Now, this does not mean that your site is misrepresenting itself, just that you have not provided clear information about the donation and if the site is tax-exempt or not. The fix for this is relatively simple, just indicate your tax-exempt status on the site by adding your 501(c)(3) information on each page of the website (at the bottom is fine). Doing this typically resolves the issue.

 

Once the tax-exempt information has been added to your site, you can request a site review.

 

Please follow back up with us to let us know how the review goes - if the above is not the issue, then we can look at different options and next steps.

 

 

 

View solution in original post

Re: Why is my account suspended?

[ Edited ]
Top Contributor
# 2
Top Contributor

there are additional guidelines that must be followed --

for example, engaging in any practices that violate the
google-webmaster-guidelines, is also an abuse of the
ad-network, and grounds for suspension, at any time.

otherwise, forum-members cannot look into any accounts.

posting the website url and the original suspension email from google,
here in the public-forum [minus any personal or private information],
may allow others to offer more specific suggestions.

see also
https://support.google.com/adwords/answer/2375414

Re: Why is my account suspended?

[ Edited ]
Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thanks for your quick response! I wrote them back and they sent me a second email which was the same as the first without identifying the issue, so I don't know what to correct. I've followed their process for identifying account problems and nothing has come up.

This is where the ads were going -

http://guyfrog.org/donate-to-frog/

https://www.guyfrog.org/product/frog-totes/

This is the email -

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: <edited by a Community Manager as noted below>

To learn more about AdWords suspension policies, please visit
https://support.google.com/adwordspolicy/answer/2375414?guide=28446&rd=1&hl=en_US.

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

This message was sent from a notification-only email address that doesn't accept incoming email. Please do not reply to this message. If you'd like to reach us, you can contact us through the methods described at https://support.google.com/adwords/contact/form_r0?hl=en_US.

Sincerely,
The Google AdWords Team

 

Note: this post has been edited by a Community Manager, per Community Guidelines, in order to remove account specifics and/or personal contact information. This is done to protect account security and privacy.

Re: Why is my account suspended?

Top Contributor
# 4
Top Contributor
Solicitation of money is not allowed unless you are a tax exempt entity
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 is my account suspended?

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
We are a tax-exempt entity. We're a 501(3)c registered non-profit using a Google Grant.

Re: Why is my account suspended?

Top Contributor
# 6
Top Contributor

Ohhh... This is a grant account. Are you sure you have not violated the grants TOS?

Let me ping our grants specialist;

@RobertCoats?

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 is my account suspended?

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
I'm trying to figure out exactly what happened so I can change it, but there's no indication on AdWords and their support team won't tell us! I honestly have no idea what is wrong. I've looked through the TOS and none of that applies to us.

Re: Why is my account suspended?

Top Contributor
# 8
Top Contributor
Usually another email, initially sent, with a reference to the specific section of the Policy in violation.
Double-check if another email was received (prior to this one).

PS: remove your ID from your post - this is 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’
Marked as Best Answer.
Solution
Accepted by MosheTLV (Top Contributor)
August 2016

Re: Why is my account suspended?

Top Contributor
# 9
Top Contributor

@Scott S

 

Unfortunately, it is hard to say what the specific violation might be since it could be an AdWords violation or an Ad Grants violation - with that said, I suspect that the issue is due to a "solicitation of funds" violation as @MosheTLV had mentioned.

 

There used to be a specific policy on "solicitation of funds" but the policy has now been consolidated with the Misrepresentation policy under the bullet point of:

  • Omitting material information (that is, important and relevant information) when soliciting a charitable or political donation

Now, this does not mean that your site is misrepresenting itself, just that you have not provided clear information about the donation and if the site is tax-exempt or not. The fix for this is relatively simple, just indicate your tax-exempt status on the site by adding your 501(c)(3) information on each page of the website (at the bottom is fine). Doing this typically resolves the issue.

 

Once the tax-exempt information has been added to your site, you can request a site review.

 

Please follow back up with us to let us know how the review goes - if the above is not the issue, then we can look at different options and next steps.

 

 

 

Re: Why is my account suspended?

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭
Thanks Robert, this could definitely be it. I updated the information on that page, clarifying that we are indeed a 501(c)3 non-profit and how donors can get a receipt for a donation. I'll submit for a review of the update.