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AdWords acount suspended because of billing

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I have created add campaign, it worked short time and after that account was suspended with explanation:

"Your account is suspended because your billing information can't be verified."

Also I got mail to which I cannot reply with useless explanation that account was suspened, because "We've identified suspicious behavior in the payment activity of your AdWords account ".

 

I was pointed into next page:

https://support.google.com/adwords/answer/8206?rd=1#contact=1

I made a call to described phone number, but got IVR reply that my account is suspended and I should check policies.

I have tried to use other options like "Video Call", "Chat", "Email", but ALL of them just does not work - when I am clicking on any item page is updating and that's it - the same bahavior for Chrome and IE. So I cannot send email, because I don't know address to which I can send mails regarding to this + I cannot get somebody on the line or chat to ask "What's wrong with billing info, which works at other web-sites?".

 

I would like to ask somebody, please, advice what email address can be used for this case.

 

Best regards

 

1 Expert replyverified_user

Re: AdWords acount suspended because of billing

Community Manager
# 2
Community Manager
Hello,

This sounds like an issue that we need to look at within your account itself. I'll be sending you an email; please respond to that with any additional questions.

Cassie

Re: AdWords acount suspended because of billing

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

Hi Cassie,

Thank you for your feedback, today we got mail from Google AdWords team with form <edited by a Community Manager as noted below> and posted reply to it. I hope that will change something.

Best regards,
Ivan

 

Note: this post has been edited by a Community Manager.

Re: AdWords acount suspended because of billing

Community Manager
# 4
Community Manager
Great! Thank you for update, Ivan.

Re: AdWords acount suspended because of billing

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi Cassie,

Can you please, advice if there is some possible solution? Today we got mail from adwords-support:
"Thanks for your continued patience during this process. Our specialists have re-reviewed the account and confirmed that it is in violation of our AdWords policies. Since this decision is final, the account will not be reinstated. Please avoid creating additional AdWords accounts, as they will be subjected to the same suspension.

Our support team will not be able to give you any more specifics on the suspension.

We appreciate your understanding and cooperation."

We are just trying to understand how billing issues can be a reason for account suspension and if there are some problem, why it's not possible to tell us what that problem is.

Is it really possible to get more information about this case, so we will fix that?

Best regards,
Ivan

Re: AdWords acount suspended because of billing

Community Manager
# 6
Community Manager
Hi Ivan,

I know this is a disappointing answer, but I do not have any additional information about the situation. Unfortunately once the Policy team has reviewed the account and made a final decision there is nothing additional we can do.

Cassie

Re: AdWords acount suspended because of billing

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
Hi Cassie,

Yes, it's disappointing, for sure Smiley Happy Thank you for your assistance with clarifications. I just have one more question to clarify, please, advice, because I cannot find strict response for this at documentation - this account is a company account, so who is restricted to create new adwords accounts:
- #1 me as a person who worked for company and who created company account? So I will be not able to create new account even for my personal projects or other companies.
- #2 any employee of existing company for which given account was created.
- #3 me or any employee of current company even if they will work for other companies later on.
- #4 any user from IP addresses which were used by this account before.
- #5 any users which worked from given IP addresses even if they are not related to given company.

Please, advice, because at this moment I don't understand if there some differences between personal accounts and business accounts from Adwords point of view.

Best regards,
Ivan