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Please UNSUSPEND our account

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

My payment went through. Called Chase and confirmed that my cred card approved the payment. Google suspended my account saying CC didn't go through!!! I get generic message over the phone. Please unsuspend as this is very very disruptive for our marketing efforts!

It is impossible to get someone from google on the phone, it is impossible to chat with someone from google even though the link says chat or email!!

Please review my account and UNSUSPEND asap.

2 Expert replyverified_user

Re: Please UNSUSPEND our account

Google Employee
# 2
Google Employee
Escalated your issue for investigation. Specialist team will get back.

Thanks for your patience and welcome to the Community Primero.
Marked as Best Answer.
Solution
Accepted by Bilbo (Google Employee)
September 2015

Re: Please UNSUSPEND our account

Google Employee
# 3
Google Employee

Hi Primero,

 

Thank you for posting on the forum. 

 

From what you describe it appears that your account is under review. Accounts can go under review at anytime, and they typically go under review to verify the billing information and contact details etc. We also see this more with new accounts. 

 

The review process can take between between 3-10 working days to compelte, and whilst your account is under review the account would be suspended or would be off line. I appreciate your frustration with this process, however we do reviews to protect both our advertisers, and our users. 

 

I would suggest to try again calling our customer support team, where they can look at your account specifically in more detail, or revisit your acocunt over the next few days, and the review should have been completed. 

 

I hope this helps, if you have any further questions feel free to post here. 

 

Cheers,

Bilbo 

Re: Please UNSUSPEND our account

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Bilbo, Rashu, yes !!! this helps a lot. ANy word from a live person/representative means a great deal ,and says that someone is providing customer service and taking small business advertizing seriously. I really really appreciate it, thank you both very much.

It just doesn't seem fair that after investing hours and hours and a lot of monay into developing our marketing strategy focused and optimized for google, (we decided to go w google versus fb) and this is how we get treated. Not fair, not professional. You must admit that 3-10 days is outrageous. And if you didn't mentioned this, we would have been completely out of our mind trying to figure out what went wrong. So just by letting us know this, you saved us a lot of stress, bless your heart.

Bottom line, adwords should expedite this account verification process as it makes them look like beginners and not like world number 1 advertizing force that they are.

Gratefully,

Primero

 

Marked as Best Answer.
Solution
Accepted by Bilbo (Google Employee)
September 2015

Re: Please UNSUSPEND our account

Google Employee
# 5
Google Employee

Hi Primero,

 

Thank you for your reply; it was my pleasure to help. 

 

I appreciate your frustration with the process, please do not take it personally when your account is under it is very common for accounts to go under review at any stage, however it is more common for new accounts. 

 

Yes unfortunately given the complexity and the thoroughness of the reviews on accounts they can take a number of days to complete, however I would advise always to reach out if your account is still under review after this time frame. 

 

I hope your account gets through the review process quick, and please feel free to post here if you are still having issues.  

 

Cheers,

Bilbo 

Good news !

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

Bilbo, Rashu, Moshe, thank you for your advice, help and mentorship through this confusing process. Our account is up and running!!

We truly appreciate your help! I wanted to post this as a big thank you to you guys and for other users who are experiencing the same issues. Best,  Primero.

Re: Please UNSUSPEND our account

Explorer ✭ ✭ ☆
# 7

Re: Good news !

Google Employee
# 8
Google Employee
Thanks for keeping us posted Primero.
Glad to know your problem has been resolved Smiley Happy

Happy Advertising,
Rashmi

Re: Please UNSUSPEND our account

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
HI, Today I'm create an adwords account, after several hour I got a message on email : "Your Google AdWords account has been suspended because your billing information in this or a related account could not be verified" And I'm using adwords coupon to purchase the billing. What should I do? thanks for your assistance.
Marked as Best Answer.
Solution
Accepted by Bilbo (Google Employee)
September 2015

Re: Please UNSUSPEND our account

Google Employee
# 10
Google Employee

Hi Fajarrental,

 

Welcome to the forum and thanks for posting. 

 

It sounds as if your account is under review, however without seeing your account I would be unable say for definite (please don't post your Account ID here). I would not suspect that entering a coupon has triggered your account for review as typically advertisers who are looking to try AdWords for the first time would use a coupon initially to get started. 

 

I would suggest giving your local support centre a call using the this number, as they will be able to look at your account in a little more detail. 

 

Once you have contacted support please respond back here with the outcome of your call, as it will be useful for other members  

 

Cheers,
Bilbo