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Suspension with no reason given.

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Last week I recieved an email noting that an account under my MCC was under review and temporarily suspended. So, I emailed back immediately asking for reason so that I could correct any issues.

 

I recieved a response saying that the account was under review:

 

"I understand you're concerned about your ads not showing. It appears your

account is under review, which may be the reason for this issue. We

periodically review accounts for security purposes and to verify billing

information. I've consulted a specialist team regarding the status of the

review and will aim to provide you with an update within two business

days."

 

I responded that the client had a previous account (abandoned by old PPC provider, but we were able to cancel it, and accounts were never active simultaniously), and to please point out any and all violations of the Terms Of Service so that I could correct those.

 

I recieved another response this morning:

"Having thoroughly re-reviewed your account-XXX-XXX-XXXX data, our

specialists have confirmed that we're unfortunately unable to un-suspend

your account."

 

I still have no reason confirmed WHY the account was suspended, nor any indication that it will ever come un-suspended. I've been Certified for 3 years, working in agencies (the latest was an SMB Partner in Houston, TX) for 5 doing PPC. Needless to say, this isn't my first rodeo. I've never had an account suspended without a reason that could not be fixed.

 

Is this indicitive of the way AdWords support treats the businesses who make it possible for them to be employed? If so, I'll be taking my clients' money elsewhere. I'm having greater success with LinkedIn and Facebook ads for the majority of my customers anyhow.

 

I just want a clear answer as to what's wrong so that the issue can be fixed.

1 Expert replyverified_user

Re: Suspension with no reason given.

Participant ✭ ☆ ☆
# 2
Participant ✭ ☆ ☆

Hello DesignBigger,

 

I'll suggest you to talk to adwords representative, this is the quickest way to know the reason for account suspension and what changes you need to make in your account.

 

Adwords Worldwide Phone Support

Dinesh
My Blog

Re: Suspension with no reason given.

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thanks for your answer, however, it prompts me to put in the Client ID, at which time it gives the pre-recorded message that it's under review and then hangs up.

 

As you can imagine, I'm exteremely upset at the way we (I'm not the only one) are being treated by Google. The support system is a joke nowdays. You used to be able to at least get a person on the phone previously...

Re: Suspension with no reason given.

Top Contributor
# 4
Top Contributor

Hi DesignBigger, can you provide us with the URL of the site being advertised?

 

Jon

AdWords Top Contributor Google+ Profile | Partner Profile | AdWords Audits

Re: Suspension with no reason given.

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

It's www.valentaonline.com.

 

The funny thing is that is was running on an extremely poorly put-together campaign for over a year with no issues.

Re: Suspension with no reason given.

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

I tried calling again just for fun, and was actually put through to a person this time. They couldn't give a reason as to why the account could not be un-suspended, and it appeared to her that it was never escalated to ever get actually reviewed.

 

Hopefully, this is a good thing, and it gets unsuspended as it should be.

Re: Suspension with no reason given.

Top Contributor
# 7
Top Contributor

Hi DesignBigger, I'll admit I can't see any obvious reason for a suspension on what I can see now.  The only remote possibility would be some issue around "exaggerated claims" (sometimes a problem with weight loss products) but again, I can't immediately see anything.

 

I've escalated the issue so with that and your recent human contact at Google, let's see what transpires...

 

Jon

AdWords Top Contributor Google+ Profile | Partner Profile | AdWords Audits