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HELP Unable to Pay Bill

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello, whenever I try to pay my bill I receive the following error:

 

Payment unsuccessful

We couldn't process your payment of XX.

Due to a system error or scheduled maintenance, we couldn't process your payment. Please try again later, or contact support.

 

My account is suspended, hence I am unable to contact support. I don't care about getting my account back, I just want to pay this bill.

 

I have phoned one of the Adwords helplines and was told that the only way for me to get in contact with support would be to submit an appeal, which I did last week. I haven't heard anything back from them.

 

 

Could you please have someone from support contact me? Thanks.

1 Expert replyverified_user

Re: HELP Unable to Pay Bill

Rising Star
# 2
Rising Star
Hi Dean,

What's the payment method you're using?
Sumanth Sridhar

Re: HELP Unable to Pay Bill

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Credit card (visa). I have double checked, all the billing information is accurate.

Re: HELP Unable to Pay Bill

Rising Star
# 4
Rising Star
Thanks for the info, Dean!

If you're using Automatic Payments, Google would charge your CC automatically.. However, if you're using manual payments you'll have to make the payment manually. Are you able to make online payments for some other service with the same credit card? If there's no problem with the credit card, only other possibility could be that the account is cancelled or being reviewed. You could try making a payment in a couple of days. In the meantime, just ensure there's nothing wrong with the card.

Cheers,
Sumanth
Sumanth Sridhar

Re: HELP Unable to Pay Bill

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
I use this card to purchase other online services all the time. The account has been suspended for about 4 months, so I doubt waiting a couple days will change anything.

Re: HELP Unable to Pay Bill

Rising Star
# 6
Rising Star
Thanks for the info Dean. Were you able to make a payment (in these 4 months) after the account suspension? Payments aren't accepted in a few scenarios after suspension. I'd suggest contacting the support team (through email, from the top right pane within your account) as this requires account specific information to resolve the issue.

Good luck,
Sumanth
Sumanth Sridhar

Re: HELP Unable to Pay Bill

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
I did as you suggested Sumanth, and received the following email:

Hi Dean,

Thank you for writing in. While reviewing your account, our specialists 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.

For information on the terms associated with AdWords account use, please review our Terms and Conditions at https://adwords.google.com/select/tsandcsfinder

If you believe that you meet all of our Terms and Conditions and would like to appeal the suspension of your account, please fill in the following form:
https://support.google.com/adwords/contact/pf_suspended

We appreciate your cooperation.

Regards,
Siddhant

I do not have any other adwords accounts, and I submitted an appeal last week not even to get my account back, just to pay the bill.

Re: HELP Unable to Pay Bill

Rising Star
# 8
Rising Star
Dean,

As conveyed in the email, your account is suspended because of suspicious behavior in payment activity and for this reason, AdWords system isn't allowing a payment to be made.

You'd be able to make a payment only after the account is out of suspension, which depends on Google's decision. Given that you've submitted an appeal, I'd suggest you wait to hear from Google.

Good Luck,
Sumanth
Sumanth Sridhar

Re: HELP Unable to Pay Bill

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
It's been 2 weeks and I haven't heard anything.