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Why am I seeing a red banner alerting me my billing information has not been entered after I entered up-to-date billing information?

Google Employee
# 1
Google Employee

Our AdWords Support team receives this question hundreds of times a week. Advertisers enter correct billing information, but their account is still offline and a red warning banner still shows at the top of their account. Juliana, an Online Specialist on the AdWords team, is here to provide some insight regarding what causes this to happen.

2 Expert replyverified_user
1 ACCEPTED SOLUTION

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

Re: Why am I seeing a red banner alerting me my billing information ha

Google Employee
# 2
Google Employee

Hi Everyone-

 

Typically, there is a brief processing delay with our system when changes are made including updating billing information. For this reason, it can take 24 to 48 hours for your ads to become active and then for the red banner to be removed from your account. This is simply the normal delay between when you enter your billing information and when our system is able to sync all of the data.

 

Rest assured you can check for your account’s activity at any time by reviewing the Dimensions report. If the banner doesn’t go away within 48 hours definitely contact the AdWords Support team after checking you’ve inserted your billing information correctly, but prior to then it is just a completely normal latency.


Juliana S.

View solution in original post

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

Re: Why am I seeing a red banner alerting me my billing information ha

Google Employee
# 2
Google Employee

Hi Everyone-

 

Typically, there is a brief processing delay with our system when changes are made including updating billing information. For this reason, it can take 24 to 48 hours for your ads to become active and then for the red banner to be removed from your account. This is simply the normal delay between when you enter your billing information and when our system is able to sync all of the data.

 

Rest assured you can check for your account’s activity at any time by reviewing the Dimensions report. If the banner doesn’t go away within 48 hours definitely contact the AdWords Support team after checking you’ve inserted your billing information correctly, but prior to then it is just a completely normal latency.


Juliana S.

Re: Why am I seeing a red banner alerting me my billing information ha

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hello. What if it's there for.. MONTHS..?

Re: Why am I seeing a red banner alerting me my billing information ha

Google Employee
# 4
Google Employee

Hi Pokornost, 

 

As Juliana mentioned, 48hrs is the the normal latency period for our system to pick up that your billing information is updated and correct. If you are still seeing the messaging after this time, you should contact the AdWords Support team

 

Let us know if you have any other questions about this. 

Hannah

Re: Why am I seeing a red banner alerting me my billing information ha

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hello Hannah,

Of course I tried doing that. But, you can't just call there, when your account is SUSPENDED without any reasonable justification.

I managed (SOMEHOW) to get a hold of some phone number where the call was picked up by an answering machine, and to my surprise someone actually called me back later (from another country, though)! I explained the issue, called, e-mailed several times, was given a form to fill out (which I filled out before), even terminated my account with request for a refund... and... NOTHING... issue not solved, ads not running... non-utilised money not returned as promised (within 7 days).... just ongoing frustration and disappointment... for MONTHS....

Well, at least thanks for noticing. This is definitely better than getting e-mails threatening me not to attempt to create new accounts, as they will be blocked. Sure, it doesn't solve my problem at all, but it's definitely better, thanks.

Re: Why am I seeing a red banner alerting me my billing information ha

Google Employee
# 6
Google Employee

Hi Pokornost, 

 

Sounds like you're already dealing with our support team who are best placed to give you information about what's going on with your account. Feel free to reply to their emails if you have any further questions. 

 

Hannah

Re: Why am I seeing a red banner alerting me my billing information ha

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
Too bad no one managed to give me any clear answers during these months... and no one explained properly the justification for suspending my account, and withholding the paid money.
Who could have thought that promoting a website through AdWords can be so disappointing..?

Re: Why am I seeing a red banner alerting me my billing information ha

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
I agree. I actualy have a list of over 220 advertisers that have dealt with this issue and we will collectively file a lawsuit against google. If my ads aren't back online before the end of the morning I will fight hard on your behalf. Let me know if you want to join in on the adwords lawsuit if your issues aren't fixed immediately either.

Re: Why am I seeing a red banner alerting me my billing information ha

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Hanna, I appreciate that your team has taken the time to explain this.  However, it would be more helpful if the red banner itself could be updated to convey what this post helps explain.  Right now, the banner tells the user to take a specific action to address the problem.  The banner doesn't go away if that action is completed perfectly, though.  That's very frustrating, and I suspect that helps explain why, as you stated, your team receives this question hundreds of times per week.

Thank you!

Re: Why am I seeing a red banner alerting me my billing information ha

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭
Hanna, I also agree with Joe M comment. Would it not be simpler for you to change the text on the red banner to reflect the expected latency period of 48 hours? Why do you want to limit your sales by the confusion and frustration caused by the poorly worded red banner? Also the "groundhog day loop"is not a way to show respect for customer's time.