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account suspended!!

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Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi - Ive called a few times and tried going onto your 24hour chat service that doesn't work? Just seems to send an email off that never gets answered. 

 

I manage adwords for clients. I always create an account for them and they use their own credit card. I had one client who needed it up asap and he had to get me his account details. I used mine while I was waiting on my personal account and we were away. I'm busy - I forgot about it, my fault. I saw a charge on my account for google wallet - my partner had notification that someone had tried to get into his account - we asked for a chargeback not realising it was from this adwords campaign.

 

I have an irate client - wondering why his ads arent coming up. I'm about to lose him and his website work if I don't sort this out in the next 12 hours, it's also costing him missed leads as a result. I waited since tuesday for a response. On tuesday I followed the instructions to lift the suspension and processed the payment on his card that was outstanding (the charged back amount) and I sent an email as directed confirming I had done this. 

 

I've sent a few emails since - and I'm even happy to personally pay for any fees the chargeback may have incurred - I just really need to get these adverts back up asap - please! help!!

 

 

2 Expert replyverified_user

Re: account suspended!!

Top Contributor
# 2
Top Contributor

Hello,

 

That's unfortunate.

 

I would advice filling up this form and mention as much as details as you can so that AdWords support can look into this and provide you with more details:- https://support.google.com/adwords/contact/pf_suspended

 

Pankaj

Re: account suspended!!

Community Manager
# 3
Community Manager
Hi Natalie,
This is not an idea situation. I'll see if I can do anything on our side to get this up and running, but since this issue is more than likely with a specialist team, it can take anywhere from 24 - 36 hours to be reviewed (and longer, if there are high volumes).

Kathleen

Re: account suspended!!

Community Manager
# 4
Community Manager
Hi Natalie,
I believe a member of the AdWords team has been in touch! Let me know if you have any other questions!

Kathleen