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Account suspension due to Payment Activity

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello,

 

We created adwords account from Japan last week and after creation of our first add it went in periodic review which we thought is pretty normal. After some time got an email from Google rep saying to provide the date of birth and name of the card used which we did. After four days got a suspension email stating Google found a suspicious payment activity or any related account. How can this happen? We set up to advertise our app on which we invested and worked hard for last two days but after this its getting really sad. Our investors are also frustrated due to this. Can anyone help us please? We tried calling Google but it says account suspension. How can this be resolved? Our app is live at Google play store and iOS. We have thoroughly checked everything but nothing found of any violation. 

 

Thanks.

 

1 Expert replyverified_user

Re: Account suspension due to Payment Activity

Community Manager
# 2
Community Manager
Hi Time,
Since this is an account specific issue, we won't be able to help you on the forum. I'll have someone from the AdWords team reach out via email to help resolve this.

Kathleen

Re: Account suspension due to Payment Activity

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
kathleen G
why the google support team is too much slow.i have the same issue,i just request them to review my account but until now no progress is there. can you help please

Re: Account suspension due to Payment Activity

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
Hi Kathleen,

Thank you for finding time to reply. I am just curious that a person who never had an account entire life, never used adwords, been living in Japan for above 18 years, worked hard for two years on an app/website and more like a product for almost two years and when it comes to set up Admob and Adwords Google says Billing Not verified. Do you think it shall be resolved? As we are very much hopeful. The google Japan asked us to fill form online and they might require some identity verification documents (not sure though) but its been over 24 hours and no reply since then. Can you please be of our help or guide us as we are newbie on this and having this issue for the first ever time. We have spent hours looking online for this matter but still blank. Your response is highly appreciated.

Best regards,

Re: Account suspension due to Payment Activity

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Just to give heads up, Our Adsense and Admob account is already approved by google. Its just adwords. Everything is connected with each other and if one does not work, all stop working. I thought you give you insight about everything.

Re: Account suspension due to Payment Activity

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
[Update]: Just got this email from Google compliance.

Quote
"Hello,

Thank you for responding to our request. We received your verification information and confirm that your Account is active.

Occasionally, Google AdWords must request further information from customers in order to comply with our legal requirements as a business. Please note that this information is not shared and is used for verification purposes only.

We request you to follow the below link to know more about your Adwords Account

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

We thank you for your cooperation during this process. Feel free to reply to this email if you have any additional questions.

Sincerely,

The Google Ads Support Team"

Upon checking adwords, the red stripe (Account suspension due to payment activity) still appears and now the status of keywords changed to "Your keyword isn't triggering any of your ads" earlier it was account suspension window. Replied to their email stating what to do next. Lets wait and see.

Can you please guide us? Also we got a call from Google Japan office asking how much we willing to spend, we replied between $5-10K which we expect to spend on Admob/Adwords combine for iOS and Play Store app advertising plus display as well.

Are we going in right direction?

Many things for people like you helping newbies online through this forum.

Best regards,

Re: Account suspension due to Payment Activity

Community Manager
# 7
Community Manager
Hi Time,
Sometimes the notification (red banner) takes a few hours to disappear. If it has not, please get back in touch with the representative you were speaking to, and let them know your account is still not online.

Kathleen

Re: Account suspension due to Payment Activity

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
Hi Kathleen,

Its been over three weeks and account is still suspended. We tried to talk to Google Japan that if you guys have billing issue we can send you bank transfer or through check. But they would not reply to us. We sent them bank statement copy and credit card statement but all in vain. I wonder which direction we are moving on. All reps say, its from specialist team etc. Can you please help us?

Re: Account suspension due to Payment Activity

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
I mean do we have to travel to Mountain View office and present ourselves? If that would work? We have spent over two years building our app and we can't advertise it properly Smiley Happy this is something like a nightmare for our team in japan and south asia Smiley Happy

Re: Account suspension due to Payment Activity

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭
If you like I could share the URL of our app as well. The admob is active, adsense is active though we don't need adsense as we dont plan to sell adspace on our website. But adwords seems to be having issue. The google play store account is active condition as well. All in right direction except adwords.