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Google Adwords Account Suspended Unable to Verify Billing

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

My Google Adwords account was suspended in August 24, 2014 due to Google not being able to verify my billing. I originally set up the Google Adwords account in January 2014 for my online lighting store.  The billing information provided on my account was correct and the card used was my JP Morgan Chase business checking card. Just prior to suspension, I hired a marketing firm in India on freelancer.com to setup and manage my company's re-targeting marketing campaigns.  What I did not realize at the time they took ownership of my account, in which Google sent an email notification on August 9th.  They have since transferred ownership back.

 

This year I have spent over $100K in trade-show exhibitions and looking to expand my online marketing efforts to recapture business. Lighting fixtures from my online store hangs in individual residences to coveted hotels as well as airports.  My company credentials and credit card billing information are a match and verifiable. 

 

I have been working arduously to get my Google Adwords account reinstated via filling out forms and email to no avail. I don't want to fall victim to endless stories I hear about advertisers being setup on AdWords and all-of-a-sudden, their account gets suspended with no rhyme or reason.

 

Thanks for anyone willing to take the time out of their day to help me resolve this issue. I am willing to help verify my identity and the authentication of my business  in any way you ask me to.

 

Rosetta M.

 

1 Expert replyverified_user

Re: Google Adwords Account Suspended Unable to Verify Billing

Explorer ✭ ✭ ✭
# 2
Explorer ✭ ✭ ✭

Hello Rosetta,

 

Welcome to AdWords Community.

 

I completely understand your pain and agony behind this issue and it is totally understandable, but if Google has identified some problem then it has to be genuine and will definitely impact your business if not fixed,

 

For suspensions, it's a 'case by case' evaluation and there must a valid reason that suspension was imposed, The accounts would simply not get suspended. Reading your post thoroughly I find that you have been an advertiser for long.

 

Please contact the AdWords Phone Support team as they are the ones who have access to your account (no one in the community would have access to your account) and ask them to Escalate this case on Priority and also check for any violations that triggered the suspension and fix that, if any.

 

Hope this gets fixed asap.

 

- Prashanth Reniguntala

 

 

 

Re: Google Adwords Account Suspended Unable to Verify Billing

Top Contributor
# 3
Top Contributor
Honestly, if this is a billing issue and you have already filled in the forms, and in the past, there was a case of someone taking over the account - I don't think there anything else which could be done.
I am sorry!
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Google Adwords Account Suspended Unable to Verify Billing

[ Edited ]
Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

I signed up to advertise in January 2014, but never got a chance to run any ads. I have called phone support several times before, however they refuse to escalate because my account is suspended.

Re: Google Adwords Account Suspended Unable to Verify Billing

[ Edited ]
Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

The freelancer is a Google certified adwords partner firm. They have told me that this is normal procedure for them to claim my URL. They do not believe this would have caused an account suspension. I am the rightful owner of my URL and all of my business and credit card credentials match.

To this day, there has not been any clear indication of why my account was suspended other than my billing address could not be verified, which I provided. On August 9th I received a notification that my Website URL was claimed by the marketing firm I hired to manage my Google Adwords marketing and on August 26th I received a suspended account notification stating my billing address could not be verified.

Regarding URL ownership , on September 9th I received this email

Hi Rosetta,

Thanks for sending that, I really appreciate it! Your Merchant Center account has the claim and the verification for (I OMITTED MY WEBSITE ADDRESS TO PROTECT MY BUSINESS, I WILL BE HAPPY TO PRIVATE MESSAGE THE DOMAIN UPON REQUEST) so if someone else did claim the site they released it. Right now, you are considered the verified site owner within Merchant Center.

That being said, if you're concerned about this, you'll want to check who else is a site owner in your Webmaster Tools account, since that is the way we verify claims. If there are any other site owners, they will be able to verify the site within Merchant Center, and that is where the claim by harsh@ (I OMITTED THE FULL ADDRESS TO PROTECT THE FIRMS IDENTITY)

Please let me know if I can clarify anything or help out with anything else!

Best,

Whitney

Google is the number one search engine in the world. To not be able to advertise on Google, is like not being in business at all. All I ask is if someone can kindly look into this and see what possibly can be done please to reinstate my account.

 

Thank you for your consideration.

Warmly,

Rosetta M.

Re: Google Adwords Account Suspended Unable to Verify Billing

Top Contributor
# 6
Top Contributor

I don't quite understand. At first you said the account was suspended due to billing. And now, you are saying the suspension was  due to another agency taking over, using the account for prohibited practices. How come you did not check the work done by an agency you hired?
What did you hire the agency for?

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: Google Adwords Account Suspended Unable to Verify Billing

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
What I stated was on August 26, 2014 my account was suspended because Google could not verify billing. I mentioned that the India based agency I hired claimed my URL on August 9, 2014, which may have been a red flag for Google to suspend my account. I did not state my account was suspend because they claimed my URL, I only mentioned it as a possible trigger. Prior to that my account was active since January 2014 (but, I had not yet run any ads)

Yes, I checked the re-targeting campaigns the agency set up as well as Google shopping. I received the notification that the agency claimed my URL from Google Merchant (not AdWords).
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Here is the exact message when I log into my Google Adwords Account:

Your account is suspended - We've identified suspicious behavior in the payment activity of this or your other AdWords accounts. To help prevent any unauthorized activity, we suspended your AdWords accounts. Learn more

Here is the exact message when I click "Learn more":
Your account is suspended because your billing information can't be verified. Learn more
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I hired the agency to manage my Google PPC marketing in particular re-targeting.

To be frank, I feel like I am in the twilight zone...like, this just did not happen to my business. I am a reputable supplier with valid credentials. I am confident there is a misunderstanding and willing to help verify my identity and the authentication of my business in any way you ask me to.

Thank you for your consideration. Your help is graciously appreciated.

Warmly,

Rosetta M.

Re: Google Adwords Account Suspended Unable to Verify Billing

Top Contributor
# 8
Top Contributor
OK;
Let me check with Google what had been going on...
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Google Adwords Account Suspended Unable to Verify Billing

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
Great! Thank you very much for checking in with Google on my behalf.

Re: Google Adwords Account Suspended Unable to Verify Billing

Top Contributor
# 10
Top Contributor
@Rosetta;
A senior Policy specialist reviewed the account. Google is unwilling to reinstate the account.
I am sorry.
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’