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Google Adwords Email - Billing Account Suspension

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello,

 

I had previously posted a message over adwords community about billing account suspension, despite getting a hope from Google email which says account was active, the suspension remains until now. But after contacting Google Japan today we got this email which seems a little suspicious, it says:

 

Dear Advertiser,
 
Due to a technical error, our system wasn't able to process your most recent payments to Google in AdWords account # **********
As such, we'll need to verify that we've received the funds in question. Please provide proof of payment for the charges paid between2015/06/25.

This proof of payment could be a scanned copy of your bank statement or a screenshot of your online banking account.

**Important: Please be sure to black out any information that doesn't directly relate to payments made to Google.

Your proof must show the following items:
1. The balance of the bank account
2. The line items showing the payments made to Google
3. The name as it appears on the bank account

Once we've received and verified the proof of payment, we'll escalate this issue to our specialist team and ensure that all future payments are successfully matched to your account.

Thanks for your cooperation.
Due to a technical error, our system wasn't able to process your most recent payments to Google in AdWords account #
830****-***. As such, we'll need to verify that we've received the funds in question. Please provide proof of payment for the charges paid between 2015/6/25.

This proof of payment could be a scanned copy of your bank statement or a screenshot of your online banking account.

**Important: Please be sure to black out any information that doesn't directly relate to payments made to Google.

Your proof must show the following items:
1. The balance of the bank account
2. The line items showing the payments made to Google
3. The name as it appears on the bank account

Once we've received and verified the proof of payment, we'll escalate this issue to our specialist team and ensure that all future payments are successfully matched to your account.

Thanks for your cooperation.


Google AdWords Team
-------------------------------------
Google 
 
*Now my questions are why would Google ask for account balance? There hasn't been any payments deducted by Google until now. How can we show the payments? Furthermore, this email does not have Google's official signature or any rep name over it. It says Google in bold in the end. Can anyone guide us please? We are facing serious issues and don't really know whats happening around as we are new to adwords and first time account is suspended by Google.
1 Expert replyverified_user

Re: Google Adwords Email - Billing Account Suspension

[ Edited ]
Rising Star
# 2
Rising Star

Hi Time F,

 

Contents of this email look legit, but you can check the sender's address always. You can go ahead and give the required info if the email is from @google.com.

 

What's the payment method you're using? Have you cleared your outstanding balance if your account was due for a payment? Proof of payment is usually sought if you've made a manual payment which isn't credited to your AdWords account. If you owe any money to Google, I'd suggest making a payment (if you haven't already) and sending the proof of payment in reply to the email. This should get things sorted.

 

Feel free to write back.

 

Sumanth

Sumanth Sridhar

Re: Google Adwords Email - Billing Account Suspension

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi Sridhar,

It says:

from: adwords-support@google.com
to: *********@gmail.com
date: Thu, Jun 25, 2015 at 7:27 PM
subject: Re: [6-383**********] An answer to your question from Google AdWords Support
mailed-by: cases-outbound-prod.bounces.google.com
signed-by: google.com
: Important mainly because of your interaction with messages in the conversation.


I have put (*) over personal info.

Re: Google Adwords Email - Billing Account Suspension

Rising Star
# 4
Rising Star
I can confirm, this is from the support team. I'd suggest working with them (by making a payment or sending the proof) to get the issue resolved.
Sumanth Sridhar

Google Adwords Email - Billing Account Suspension

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Hello, do not worry, I receive emails from this address regularly from the Google staff (personally it's for google street view)