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Your AdWords account: Ads not running due to AdWords Site Policy

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# 1
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Just got an email from google with ^^ that subject.

 

It says I'm not following the "Software principles".

http://support.google.com/adwordspolicy/bin/static.py?hl=en&topic=1310869&guide=1308231&page=guide.c...

 

I've read em and have no idea what I'm doing wrong.

As far as I can tell, I'm following all the principles.

 

I've called adwords tech support 2 times.

The first time, the rep said they don't allow sites where you can download software.

I pointed out to him that Google Chrome is in adwords, and has a big "download" button.

 

I called again hoping for better luck (a different rep).

He told me he couldn't say what the exact violation was, and that nobody he worked

with could either.

 

I'll GLADLY change my site to include whatever they want or

change my software to do whatever they want, too.

 

But I have no idea WHAT they want me to do??

 

My site is http://pianocheater.com

I'll be the first to admit I'm an adwords newb Smiley Happy

SOMEbody must have run into this before.

 

Thanks much,

 

...Steve

 

4 Expert replyverified_user
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Accepted by topic author Stephen_Hazel
September 2015

Re: Your AdWords account: Ads not running due to AdWords Site Policy

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# 23
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Ok!!

 

Problem solved finally.

 

Apparently, it was the physical address and uninstall info they needed.

Although I had put on an EULA, Privacy Policy like folks here recommended.

 

So Ads started running yesterday.  May 3 to 15th is 8 business days.

 

I think the problem is that, although you can call, email or form submit,

ONLY the reviewers know what specifically is WRONG with your site.

And they WON'T TELL you unless you get them by the throat.

Anyone else in the process does NOT know what you need to do to

your site.

 

So my advice is

1) keep calling/submitting/emailing until you run into a REAL reviewer

person.  Probably an Indian dude.

2) be prepared to WAIT.  Cuz you're gonna.

   8 business days on the last submit, but I started the whole thing

  about 2 weeks earlier than that.

3) and the obvious - be prepared to update your site with boring stuff

like privacy policy, etc, etc.

 

OK !!  My thanks to Komal and the rest of y'all.

 

View solution in original post

Re: Your AdWords account: Ads not running due to AdWords Site Policy

[ Edited ]
Top Contributor
# 2
Top Contributor

Hi Steve,

 

I cannot evaluate your software for you as when I visited your site I was warned that you have a "Dangerous and Potentially Risky" website so I skipped the download.  Could just be my computer but I would probably take a look at what might be triggering that kind of warning. 

 

As far as the policy violation not all of this jumps out at me as 'available' on your site: 

 

Websites and applications that don't display clear disclosures to users. For instance:

  • Not displaying basic information, features, and functions of the download
  • Lack of an end user license agreement (EULA)
  • Lack of disclosure when charging for applications/drivers that are available from the manufacturer for free
  • Not displaying taskbar or tray icons when the application is running
  • Not displaying your return policy, especially if none exists
  • Lack of clear contact information and recourse for troubleshooting

 

Edited for incorrect thread link:  Also I would suggest that you take a peek at the thread Moshe points out below. 

 

Sorry I cannot debug and sort this out for you, I think you should re-evaluate your site in regards to the policy and see if you can clean things up a bit.

 

There are some folks who may be able to further investigate this issue and maybe they can chime in.

 

Hope this helps!

 

-Tom

Tommy Sands, AdWords Top Contributor | Community Profile | Twitter | Philly Marketing Labs
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer.’

Re: Your AdWords account: Ads not running due to AdWords Site Policy

Top Contributor
# 3
Top Contributor

Steve;

Tom summarised all relevent points. You may also want to read this discussion on a similar case. Pay attention to Pete's and Calin's (Top contributors on this Community) comments;

 

http://www.en.adwords-community.com/t5/Set-up-and-basics/Site-Suspended-on-Adwords-for-Landing-Page-...

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: Your AdWords account: Ads not running due to AdWords Site Policy

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# 4
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Well, thanks for the reply.

Can you tell me the virus checking software you use on your computer?

I'll have to submit a false positive report to them :/

Honestly, my software downloads midi files from my website and that

flags so many virus checkers.  But it's a necessary part of my program.

 

My EULA is Freeware - link on page.

My email is in huge letters.

There are detailed explanations of the software on the docs page.

People don't want to read paragraphs on your home page, but there's

a succinct description of what the program does there.

There's no return policy as there's no charge policy - it's free.

 

So if you could tell me your virus checking program, I'd appreciate it.

 

thanks,

 

...Steve

Re: Your AdWords account: Ads not running due to AdWords Site Policy

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# 5
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I don't collect any personal information.

Unless they wanna do a paypal donation.

But that's on paypal's site which is an https connection.

 

 

It would be nice if I didn't have to GUESS what the problem is.

 

Re: Your AdWords account: Ads not running due to AdWords Site Policy

Top Contributor
# 6
Top Contributor

Hi Steve,

 

It was actually something that was installed quite recently, for browsing and I don't know very much about it. http://www.siteadvisor.com/ - I've barely had it installed for a couple of days.  When I get back to my office tomorrow, I can check it out on another couple of machines with other protection suites installed.

 

-Tom

Tommy Sands, AdWords Top Contributor | Community Profile | Twitter | Philly Marketing Labs
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer.’

Re: Your AdWords account: Ads not running due to AdWords Site Policy

[ Edited ]
Top Contributor
# 7
Top Contributor
Steve;
You need to set and write your policy and user agreement in the format the Google requires, as Tom outlined!

@Stephen_Hazel wrote:

I don't collect any personal information.

Unless they wanna do a paypal donation.

But that's on paypal's site which is an https connection.

 

 

It would be nice if I didn't have to GUESS what the problem is.

 


 

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: Your AdWords account: Ads not running due to AdWords Site Policy

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# 8
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Hmmm, that McAfee SiteAdvisor definitely thinks my site is terrible.

http://www.siteadvisor.com/sites/pianocheater.com

 

But it sure doesn't say why (either).  So I've started the fight with McAfee too now.

(made an account, proved i can write files to site, commented, rated, yada yada yada)

 

In the past, a couple users HAVE whined about red xs, but I always just told them

"it's a false positive" and hoped they'd understand.

Well, I guess it's time to stand and fight Smiley Sad

The virus checker writers SURE make us single guy developers jump through hoops.

 

Ok, I'll go see if I can find this "format" for this "policy and user agreement".

 

Again, I wish I didn't have to GUESS at this stuff.

 

I had hoped that SOMEbody from google would pop up here and save me...

But I do appreciate the help from yall.

 

...Steve

 

Re: Your AdWords account: Ads not running due to AdWords Site Policy

Top Contributor
# 9
Top Contributor

Hi Steve,

 

Here's an honest review from me (my personal opinion only): I can't comment on the software build as that is not my specialty. I can say I'm not sure what its now doing on my computer...the installation was uncomfortable and the uninstallation process was even worse and there are still directories left on my machine. I didn't have to agree to anything, there were no directions, no welcome messages, I'm sorry but it was just awkward. 

 

The information on your site has got to be more descriptive and user friendly. The menus inside of menus make it really difficult to navigate and more information keeps popping up. How about a 'user guide' or 'installation instructions'?  You have no privacy policy and no contact link (an email address on a couple pages is not enough). I also don't think a link to a freeware definition is going to constitute a EULA and where do all of those links go? 

 

I think you may need to be a little more precise with your product description here too:

 

"PianoCheater is built to help you with piano practice.
Did you know all digital pianos, synths, and drums talk to your PC?

You've heard of GuitarHero? This is the opposite. Kinda.
It shows you similar notes - but ALL of em.
And it'll WAIT for you - spoonfeeding you the notes and rhythms.
And you'll ACTUALLY learn to REALLY play piano.
You're really not cheating. It just seems like it."

 

Ultimately, you will need everything Google requires on your site and the information needs to be easily accessed, clear and organized. 

 

I do know that there are many sites that offer downloads that find no problems gaining approval and serving ads, I don't think you're being singled out here.  Here is one good example for you to follow.

 

All I can suggest to you is to do your best to make sure that your whole site abides by the policies to the very best of your abilities and try to resubmit it.

 

I don't know what else to say friend, I think you have some work to do.  I've given you all I can at this point. 

 

Maybe a Googler or two have viewed this and maybe not, if you're fortunate maybe you'll get a response. The reality is many sites are suspended every single day and each time it's something different. I can't tell you exactly what it is with yours but I have a feeling it's not just one thing. 

 

I hope you can appreciate my honesty and not take it as any sort of attack, I'm only trying to help.

 

I wish you all the best.

 

-Tom

 

 

Tommy Sands, AdWords Top Contributor | Community Profile | Twitter | Philly Marketing Labs
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer.’

Re: Your AdWords account: Ads not running due to AdWords Site Policy

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# 10
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Ok, I know you're all tryin to help.  But I don't think any of ya have any more details

than the reps had.

 

I know my app lacks polish.  I'm one guy and I don't like all that polish.

(12 packed pages about a freakin unzip utility?  Gag me with a spoon.)

 

I'm making no money here, this is a labor of love (my life's work) that I'd simply

like more people to know about.  So I guess I'll just quit payin google and go it

alone some more.

 

Guess I'll go fight SiteAdvisor.

Honestly, I get a rated "red X" and there's no reason WHY - It's pretty frustrating.

 

I'm not mad at anybody here except google.  (Who apparently isn't here.)

If they can have a guy look over my app, they can have that guy tell me WHY.

Or if it's a bot doing the review, it can SPECIFY which of it's tests I failed.

 

I refuse to "just try stuff" and litter my site with a crapload of paragraphs that nobody wants to read.

I -think- I'm payin someone.  And they're bein' jerks.