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New AdSense Support Options

 6:00 pm on Sep 8, 2012 (gmt 0)

I just noticed some new AdSense support options when I clicked on Help in the new interface:

We offer email support for our higher-earning publishers. To find out if email support is available for your account, visit How can I contact AdSense support? Publishers who have access to support via email will find a contact form where they can email our specialists. Visit What criteria does AdSense use to determine support options for more information.

(I didn't copy over all the links in that paragraph, but you should find them in your own accounts) Interesting. I never noticed that before, nor do I remember seeing any announcements or getting any emails about it. So I checked the link, and it says my account is eligible for support. Then I found this:

Publishers earning more than US$25 (or local equivalent) per week on a consistent basis will be eligible for email support, which they can request via a form in the Help Center. Publishers can see if they qualify for email support and contact one of our specialists by visiting How can I contact AdSense support?

We look at earnings over the past 5 weeks and focus on longer-term earning trends when assigning support level. This helps prevent publishers from moving between support options too frequently. Publishers who have fluctuations in their earnings that take them above and below US$25 per week may not qualify for higher levels of support until earnings are consistently above US$25.


It's like... double secret support!



 6:06 pm on Sep 8, 2012 (gmt 0)

Welcome news..lets just hope that it involves more than .."you could put some more ads on your pages"..I can see them getting swamped very fast though..


 6:08 pm on Sep 8, 2012 (gmt 0)

Publishers earning more than US$25 (or local equivalent) per week on a consistent basis will be eligible for email support
They haven't set the bar very high, have they.

 6:09 pm on Sep 8, 2012 (gmt 0)

after a long time, something they have done, makes Sense.


 6:10 pm on Sep 8, 2012 (gmt 0)

@LW, the bar seems quite low at say $4 per day. But, maybe these days, not a very high percentage goes above that.


 6:11 pm on Sep 8, 2012 (gmt 0)

Yea! Although earning $25 a week is considered "higher earning?"


 6:27 pm on Sep 8, 2012 (gmt 0)

I suspect that the majority of publishers do not make the monthly $100 payout criteria on a consistent basis (which is about $25/week) I have no inside information or stats to base that on, just anecdotal evidence from what I've seen and heard over the years. There are a *lot* of AdSense publishers, but not a lot of real earners.

Just those of us who congregate here are not representative of the publisher base as a whole - go over to the AdSense Forum, for example.

Since the minute they throw open the Support doors, they are bound to be overwhelmed by people who want to know why they were banned for clicking on their own ads (among other things) I don't fault them for putting a criteria on eligibility of support. I'm kind of surprised they didn't also say something like "you have to have had an account in good standing for at least a year" or some such. Maybe they're saving that one for later.

(Also, the way it's worded, it could be that there's more than one level of support - the $25/week people at one level, and the $100/day people at another, for example)

At any rate, it's nice to see it.


 7:28 am on Sep 9, 2012 (gmt 0)

@dhaliwal, I still think the bar has been set far too low.


 9:04 am on Sep 9, 2012 (gmt 0)

I noticed this, sugesting a fast response -

"The fastest way to get your issue resolved is to use our troubleshooters, some of which bring you to specialized contact forms that will be answered in less than 1 business day and in many cases only a few hours."

And also this:
"To contact AdSense directly and receive support via email, please use this contact form.

You'll receive a personal email reply within 2 business days."


 1:12 pm on Sep 9, 2012 (gmt 0)

@dhaliwal, I still think the bar has been set far too low.

Quite possibly, but we don't know how much or what kind of support you really will get at that level. It might be more automated or generic than that given the higher earning levels.


 10:39 pm on Sep 9, 2012 (gmt 0)

Well I decided to give this a try on one of my pet annoyances. Payments History. Specifically reversing the order.

I was informed I would receive a reply within 24 hours, perhaps 48 hours, depending upon volume.

I'll be in touch with whatever response I receive.


 2:41 pm on Sep 10, 2012 (gmt 0)

Never knew I was such a high earner. I feel very special now. Mine has a phone number listed under the contact form...

"To contact Larry Page directly, please call his personal cell phone at..." ;)


 2:46 pm on Sep 10, 2012 (gmt 0)

You do realise he can't speak at the moment, so wont be replying by phone..;)


 2:48 pm on Sep 10, 2012 (gmt 0)

I had in my best time a record of 3500.-EUR per month. Now I am at 600.-EUR, but for luck still above the border to use this help.


 7:38 pm on Sep 10, 2012 (gmt 0)

@jetteroheller: Similar experience over here.


 8:44 pm on Sep 10, 2012 (gmt 0)

Hmmm a response in under 24 hours:
Hello Ian,

Thanks for writing in about the payment history page. We always welcome
and appreciate feedback from our publishers, especially those who have
been with the program a long time and are familiar with the interface.

We've received feedback in the past that the ascending chronological order
of the payment history page is inconvenient for publishers who have a long
payment history. Though I don't have an immediate solution for you, the
good news is that this issue has been fixed on our new payment system!

The new payment system features a complete revamp of the payment section
on your Adsense account, including the payment history page. Not only does
the new payment history page show the latest transactions on the top, it
allows you to filter, print, export, or download transaction information.
We're slowly rolling out this new payment system to our publishers, so
while I can't give you a firm timeline for when your account will be
migrated, you can expect to see some changes to your account very soon.

Hope this information helps, please feel free to let me know if you have
any followup questions or need further clarification.


The Google AdSense Team


 9:04 pm on Sep 10, 2012 (gmt 0)

Heh, my new payment page ONLY shows last month's payments. That's how they fixed it.


 12:05 am on Sep 11, 2012 (gmt 0)

Oh well Netmeg. I must say I was impressed with the timely response as well as the tone of the message.


 12:31 am on Sep 11, 2012 (gmt 0)

The fact that you got a response at all, and it was actually related to your query is a vast improvement by itself. No complaints here.


 7:43 am on Sep 11, 2012 (gmt 0)

The answered me, they have nothing to do with the search engine changes of Google.

Some links how to make a good web seite.


 10:29 am on Sep 11, 2012 (gmt 0)

AFAIK email support was historically available at an email address I probably better not disclose now anymore - anyway it still worked when I used it last.

Maybe they should add another tier to where they answer with knowledgeable staff that answers to the point instead of skirtign the issue with answers to things you didn't ask like they tend to do.
(let's say the equivalent of 25 bucks a day ?)


 10:33 am on Sep 11, 2012 (gmt 0)

If it was the adsense-support@ email, it stopped working a long time ago. If you used it and didn't have a valid tracking number in the subject, it would bounce and tell you to go use the help center.


 11:26 am on Sep 11, 2012 (gmt 0)

I checked: indeed I seem to have use the contact form first and only then continued with the adsense-support email address last time I contacted them.

I probably found the contact stuff while researching my question and used it without thinking all that much about it.


 11:45 pm on Sep 11, 2012 (gmt 0)

After that quick response I was asked to participate in a survey, which I completed.

In the comments section I complemented them on a timely response, satisfactory answer and then I gave them a rocket for serving up consecutive pages from a secure https server while dragging images [presumably] from a http server causing Explorer heartburn every time I clicked "Next".

Far out!


 11:29 pm on Sep 13, 2012 (gmt 0)

I used help support to ask why my rpm to a dramatic hit the last 2 months. Answer was canned predictable and told me absolutely nothing. Anyway was worth a try. Interestingly the drop in RPM coincided with a message in adsense telling me to move from 120x600 to 160x600 which i didn't do as I would have to change a custom theme. Anyway as the rpm steadily declined I spent 2 days modifying my theme only to find that 16x600 made absolutely no difference. Anyone else see messages like these in there adsense account?


 11:39 pm on Sep 13, 2012 (gmt 0)

Anyway as the rpm steadily declined I spent 2 days modifying my theme only to find that 16x600 made absolutely no difference. Anyone else see messages like these in there adsense account?
I had about the same experience with a message about moving a 728x90 adblock. RPM crashed the day I got the message, and crashed more the next day.

After that I just removed the adblock completely.


 6:20 am on Sep 24, 2012 (gmt 0)

As an update to my earlier post. My Rpm has come back now that the ads have been in place a few weeks!

Nothing else has changed!

This seems to tell me either

a)Google deliberately made my rpm bad until I made the changes they wanted me to!

b) or more likely one of the big advertisers in my niche moved from 120x600 ads to 160x600 ads and Google was trying to hint that I should follow their lead. Anyway money flowing much better now so I am happy.

Hope this helps!

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