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Please I Help, Someone should make me understand this?

[ Edited ]
Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

My account was suspended when setting it up sometimes ago due to insufficient fund on my card as they say, even when i never create any ads and campaign. But google charged even without having any campaign and ads while my account is still suspended... or am i not getting it right? recently i saw

 

Credit remaining

($10.00)
Estimated tax of $0.00 has been deducted
Last payment 2/3/16 6:54:14 AM for $10.00
 
I paid thinking my account will be unsuspended, after payment i saw the another info below:
 
Credit remaining
($20.00)
Estimated tax of $0.00 has been deducted
Last payment 2/3/16 6:54:14 AM for $10.00
 
I paid again thinking i want to clear up dept but may be i am not getting it right... after payment successful i see this below while account still suspended:
 
"Transaction history for AdWords <edited by a Community Manager as noted below>
Credit remaining
($30.00)
Estimated tax of $0.00 has been deducted
Last payment 2/3/16 6:54:14 AM for $10.00 
 
How you pay

Manual payments

Manage promotional codes
 
<edited by a Community Manager as noted below>
 
Date Description Debits ($) Credits ($) Balance ($)
Feb 1, 2016 - Feb 4, 2016Ending balance: ($30.00)
 
Feb 3, 2016 <edited by a Community Manager as noted below>   (10.00) (30.00)
Feb 3, 2016 <edited by a Community Manager as noted below>   (10.00) (20.00)
Feb 1, 2016 Starting balance     (10.00)
Jan 1, 2016 - Jan 31, 2016
 
No transactions
Dec 1, 2015 - Dec 31, 2015
 
No transactions
 
Am i not getting it right or something?
 now payment successful. google charged me and deducted money from my card but still my account is still suspended while i just paid for service i didn't get....
 
Please someone should help me understand this system. i am confused. no where to attach screenshot
 
Note: this post has been edited by a Community Manager, per Community Guidelines, in order to remove account specific and personal contact information. This is done to protect account security and privacy.
1 Expert replyverified_user
1 ACCEPTED SOLUTION

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Marked as Best Answer.
Solution
Accepted by topic author Paul S
February 2016

Re: Please I Help, Someone should make me understand this?

Community Manager
# 4
Community Manager

Hi Paul,

 

Thanks for the additional info. If you refer to the page I linked before, there is not an appeals process for accounts suspended for suspicious payments behavior. Unfortunately that is a suspension that is not reversible.

 

The best next step for you to take will be to follow the instructions here to request a refund of the additional amount you added to your account since you will no longer be able to use it with AdWords.

 

I know this is disappointing news, but if you follow the instructions I linked above you should be able to receive a refund.

 

Cassie

View solution in original post

Re: Please I Help, Someone should make me understand this?

Community Manager
# 2
Community Manager
Hi Paul,

Thanks for posting to the Community. Based on the info you shared here, you are not paying off anything in your account---you are adding additional credit. But since your account is suspended, you will not be able to use it. Adding more money to AdWords will not unsuspend your account.

My recommendation would be to look very carefully for an email you would have received about the suspension, and look at the reason there. Then you can go to this page, and read the information about that suspension type there: https://support.google.com/adwords/answer/2375414?hl=en

Some suspensions, like an unpaid balance, are reversible, but others are not. This is why the suspension type in the email you would have received is so important.

Unfortunately we do not have access to your account from this forum, so I won't be able to help you with the specifics of your account, beyond sending you the appropriate resources.

Hope this helps,
Cassie

Re: Please I Help, Someone should make me understand this?

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Oh really, Okay thanks i really appreciate. So how will i get my account from suspension for me to be able to use my money? I have contacted support not no positive respond yet, i dont really know the specific reason why my account was suspended, they only say "our specialists identified suspicious behavior in the payment activity of this or your other AdWords accounts" so i dont just know what to do i am confused.
Marked as Best Answer.
Solution
Accepted by topic author Paul S
February 2016

Re: Please I Help, Someone should make me understand this?

Community Manager
# 4
Community Manager

Hi Paul,

 

Thanks for the additional info. If you refer to the page I linked before, there is not an appeals process for accounts suspended for suspicious payments behavior. Unfortunately that is a suspension that is not reversible.

 

The best next step for you to take will be to follow the instructions here to request a refund of the additional amount you added to your account since you will no longer be able to use it with AdWords.

 

I know this is disappointing news, but if you follow the instructions I linked above you should be able to receive a refund.

 

Cassie

Re: Please I Help, Someone should make me understand this?

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Thanks for your respond, my account is now active now