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Adwords account suspended for billing verification - please help

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

We have opened a new Adwords account and after running for one day it got suspended with the message:

"Your Google AdWords account has been suspended because your billing information in this or a related account could not be verified."

We used the contact form to explain that all the billing information is correct and any supporting documents can be faxed but got a standard reply and link to appeal form:

"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."

 

I suspect that this can be related to the previous site owner's account. We just recently acquired this domain name and noticed that their Adwords account was suspended. We closed that account and opened a new one with our own billing information. We are in no way related to the previous owner of the domain (it was a Canadian company and we are from US). We tried to explain this when contacting Adwords but it seems no one read our explanation.

 

Other than that, we have no idea where the problem could be. We set up google product ads campaign and using the google/merchants account of the previous owner to supply product feed (we updated all the information on that account as well).

Our business model and idea was based on google Adwords, so it is very important for us to get the account re-activated. I would really appreciate if anyone could help us with this matter. The site url is www.halloween24.com

1 Expert replyverified_user

Re: Adwords account suspended for billing verification - please help

[ Edited ]
Top Contributor
# 2
Top Contributor

Hello there;

>>>We just recently acquired this domain name and noticed that their Adwords account was suspended. We closed that account and opened a new one with our own billing information."

 

This was apparently a mistake; You had to fix the site; then, un-suspend the account (through a re-submitting process), and only then, close it and open a new one;

I will refer the case to Google asking to recheck the site.

 

 

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Adwords account suspended for billing verification - please help

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thank you. The previous owner's account was opened as Canadian account with default currency as CAD which I believe is impossible to change. We also didn't know why that account was suspended and didn't see any outstanding balance there. so we assumed it was better just to open a new account. Again, I really appreciate your help on this.

Re: Adwords account suspended for billing verification - please help

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

We tried to submit the appeal form. We explained that we use one account only, that the site is completely redesigned and that we are willing to fix or change anything needed. We can add another credit card if need. And we got this response:

 

Thank you for your continued patience during this process. Our specialists have re-reviewed your accounts and have determined that our decision is correct and final. As a result, your account, and any related accounts you may have created, have been suspended.

NEXT STEPS

- Our support team is unable to provide any further information on this matter.
- Please refrain from creating additional AdWords accounts, as they will be subject to the same suspension.

 

We really have no idea why can't we have Adwords account and what we did wrong. This is a new company with clean history. My personal credit history as a Fire Chief is also clean and this is the first time I have such an experience with any company.

I would really appreciate if anyone could take a look at this and at least tell what we did wrong.

Re: Adwords account suspended for billing verification - please help

[ Edited ]
Top Contributor
# 5
Top Contributor

Well...I said that would refer the case to Google, and I did.

 

You should have waited patiently;

 

 

Now the two "appeals" crossed. After a recheck had been carried through, I don't know if my request is going to be considered at all. (There is limit to the number of rechecks an account can go through...)

 

Can't help further. You'll have to wait and see; if my request is processed.

 

 

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Adwords account suspended for billing verification - please help

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

I'm sorry we did this. This is the first time we deal with situation like this where we are guilty of something we didn't do and can't complain or talk to a real person and find out what is going on. So we figured it wouldn't hurt to contact them directly again.

If you still have any chance to help, please do so and we will wait patiently this time. Only please keep us updated if you could.

Re: Adwords account suspended for billing verification - please help

[ Edited ]
Top Contributor
# 7
Top Contributor

 

If a specialist (hopefully) reviews the account again he / she will contact you directly;

Watch your email (the one used to log into the AdWords account ) for a communication from Google.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Adwords account suspended for billing verification - please help

Visitor ✭ ✭ ✭
# 8
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Thank you MosheTLV. I just got another email from Google asking us to submit the https://support.google.com/adwords/contact/policy_suspended?rd=1 form, which we already did once and got a negative response. Since you said that there is a limitted number of appeals and we are still not sure why our account was suspended, I'm afraid to submit that form again without providing some additional information. So I have replied to the email and hope they can tell me what needs to be fixed / changed before submitting the form again. Or do you think I should go ahead and submit the form with similar information I provided the first time?

Re: Adwords account suspended for billing verification - please help

Top Contributor
# 9
Top Contributor

Google will not tell you what supporting info to provide.

Provide them with all details available so they can revert the decision.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Adwords account suspended for billing verification - please help

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭
It seems our account was unsuspended, even though I did not receive any confirmation yet but the message from account disappeared and we started to get clicks again.
I didn't even submit the form the second time and only replied to google's email. Thank you for your help everyone!