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Account Suspension

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I'm getting a message in the front end saying that "Your Google AdWords account has been suspended because your billing information in this or a related account could not be verfied". The payment information is correct and has been charged in the last couple of days. 

 

Then I got an email saying, "While reviewing your account, we found violations of our AdWords policies in this or a related account. As a result, your account has unfortunately been suspended, and your ads will no longer run on Google."

 

No explanation of what policy we are violating or how to resolve. Plus I can't tell if these two things are related or separate. Can someone from the Google side help explain what is going on?

1 Expert replyverified_user

Re: Account Suspension

Top Contributor
# 2
Top Contributor

Hello there;
Please fill in this form;
A specialist will review the case;

https://support.google.com/adwords/contact/pf_suspended

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: Account Suspension

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thanks MosheTLV,

 

I did that and the support person I chatted with said that there was a violation, even though I have read and re-read the terms and can't think of any reason whats so ever why we violated. I asked her if she could tell me which of the terms we are in violation of and she said plainly that it was a "final decision", that she couldn't tell me why and there was nothing I could do. 

 

Trust me when I tell you, this is a very reputable brand and we would not do anything shady.

 

I'm at a loss because I have no idea what Google thinks we did so I can't resolve the issue or clarify the situation because I'm clueless what the problem is.

 

No idea where to go from here but I didn't receive much help from the support person.

Re: Account Suspension

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

The only thing I can come up with is a trademark issue since we have a celebrity spokes person for our product and we use their name in our campaigns. 

 

I would think that would only suspend the ads in question, not the whole account. 

 

Of course I'm speculating because I can't get Google to tell me if it's a trademark issue. The UI as I mentioned indicated a billing issue.

 

No idea....

Re: Account Suspension

Top Contributor
# 5
Top Contributor

Please share your website URL

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: Account Suspension

[ Edited ]
Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

 

Re: Account Suspension

Top Contributor
# 7
Top Contributor

Quote:

>>>" , even though I have read and re-read the terms and can't think of any reason whats so ever why we violated

 

Are you sure?

Because It can instantly and easily noticed that you are in a complete violation of the health care and medicine section

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: Account Suspension

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

I respectfully disagree with you on that. But I'm curious which point you think is in violation. The product might seem controversial due to the stem cell nature of the product. I'd implore you to read more closely.

 

- This is a topical skincare line and we don’t make claims as to diagnosis, treating, or healing. 

- None of the ingredients are on the Unapproved pharmaceuticals and supplements list. 

- We are not an online pharmacy. This product does not require a prescription.

- This is not a medical device

- This is not a clinical trial

- This is not a HIV home test

- This is not a paternity test

 

You might be right in the end but I think it should at least be explained to us which policy they find problematic so at the very least we are given the opportunity to respond. Even if the result doesn't change, we aren't being given the opportunity to know what specifically they find troublesome. 

 

Re: Account Suspension

Top Contributor
# 9
Top Contributor

Quote:

>>>Stemáge combines MDFc19 with natural and organic ingredients and powerful antioxidants to support the skins own stem cells to supercharge the rejuvenation process

 

>>>"The finest formulation of stem cell derivatives specifically designed to assist in the skin’s natural rejuvenation process

.

>>>"MDFc19 is the proprietary ingredient found in Stemáge that is specially formulated to target skin challenges and the signs of aging."

 

Are these quotations enough to illustrate the violation?

 

 

 

"Google AdWords doesn't allow the promotion of the following pharmaceuticals and supplements, irrespective of any claims of legality:

Non-government approved or non-prescription products that are marketed in a way that implies that they're safe or effective for use in preventing, curing, or treating a particular disease or ailment"

 

PS:

You are also violating the Advertiser claims section.

Read the Policy!!!

 

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: Account Suspension

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

Ha! I just realized I'm searching for answers and getting speculation from non Google people. I'll resolve this with Google thank you. 

 

Turns out we are not violating the Advertiser Claims portion so you should be careful giving that diagnosis to people. Re: your quotes, it's good to see how you interpreted that however the claims are supported by independent study and we don't have government approval because topical skin care products don't require FDA approval. It's not a matter of whether or not you can get it, it's whether they require approval on such products.

 

It's nice that you are trying to help, and to be honest I asked for it. But I'd leave policy interpretation up to the people who made the policy. Otherwise your interpretation is as good as mine. We are engaged with Google on this now so no more opinions needed.

 

Thanks.