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Adwords Card declined - Bank says no problem
shman




msg:3056924
 10:21 am on Aug 23, 2006 (gmt 0)

I have two adwords accounts in my client center. In one of them I have a message that my primary card was declined. I called the bank and they say there is no problem with the card.

The other account shows payment sucessful for the card. I am not worried because the backup card was charged. I have written to Adwrds support to chek on this but seems a tad strange. Anyone have this issue before?

 

magicdan




msg:3056925
 10:22 am on Aug 23, 2006 (gmt 0)

Had the same issue myself this morning. Google has a 3rd party payment processor and declined loads of transactions before where the credit cards were valid. Re-adding the credit card to see if it works on next cycle is the best thing to do.

shman




msg:3056945
 10:46 am on Aug 23, 2006 (gmt 0)

I hope someone at Google is up and on the phone with their payment processor. I tried to change to two other cards that I know are valid and it still shows the card is declined.

Does Google adwords have a 24/7 phone support?

QualityNonsense




msg:3056961
 10:58 am on Aug 23, 2006 (gmt 0)

I've called UK support when I've had quirks with billing. They've always been very helpful and will give you an answer ASAP, instead of the usual wait for an email response. Think someone posted the US support number (office hours only, I believe) a while back.

dsonline




msg:3056964
 11:05 am on Aug 23, 2006 (gmt 0)

Same problem here in the netherlands , when i called the bank they sayed there where a lot of clients ( about 30 others he said ) that had the same problem with google. Enough credit on the card but transaction declined..

I hope they fix it quickly...

stickyboy




msg:3057070
 12:32 pm on Aug 23, 2006 (gmt 0)

Yeah i have the same problem in the UK. Managed to decline my primary and back-up card. The bank say there are no problems and all details correct. Does anyone know the Google Adwords support no for the UK?

QualityNonsense




msg:3057127
 12:50 pm on Aug 23, 2006 (gmt 0)

AdWords UK support number is 0845 358 0038. They've always been very helpful when I've spoken to them.

La_Valette




msg:3057195
 1:11 pm on Aug 23, 2006 (gmt 0)

USA here. Same problem. Perfectly good credit cards being rejected by the google system.

ThomasB




msg:3057219
 1:30 pm on Aug 23, 2006 (gmt 0)

I just talked to German support and they said that there's a problem with billing and it affects some accounts whereas some others are non affected. Google is aware of the problem and working hard on fixing it but it might take till MV people get up and fix it.

venrooy




msg:3057243
 1:46 pm on Aug 23, 2006 (gmt 0)

Glad I'm not the only one - So this is a Google problem.

holyearth




msg:3057265
 1:59 pm on Aug 23, 2006 (gmt 0)

Both my cards denied - plenty of funds available

Adwords Billing is broke.

DamonHD




msg:3057273
 2:04 pm on Aug 23, 2006 (gmt 0)

Hi,

The credit card networks (eg VISA and MC) occasionally spuriously "reject" transactions before they even get as far as your bank as far as I can tell. I just had (apparently, I'm still trying to find out) transactions on unrelated VISA cards issued by different banks starting to be rejected for having the (correct) space in the postcode that they have always had. It looks like the requests never got as far as my banks.

I had to use a personal MC to make the payments. My US mirror was offline until I did. Bv<

Rgds

Damon

AdWordsAdvisor




msg:3057290
 2:15 pm on Aug 23, 2006 (gmt 0)

Hi all, and sorry for the inconvenience to those who have been effected.

Work is underway to resolve this, as you may well imagine. I'll post an update when I know more - though to set reasonable expectations, I'll be away from my desk (and not able to post) for the next four hours or so.

Again, my apology.

AWA

holyearth




msg:3057356
 3:12 pm on Aug 23, 2006 (gmt 0)

Hey AWA,

Can you look at the question I asked in my other thread entitled "toughest adwords question?"

Thanks,
Holyearth

npang




msg:3057362
 3:16 pm on Aug 23, 2006 (gmt 0)

same problem this morning 7am PST in the USA...

their third-party processor must be having problems...

AdWordsAdvisor




msg:3057367
 3:20 pm on Aug 23, 2006 (gmt 0)

A very quick update as I head to another meeting. ;)

Early word has it that the issue with the processor has now been resolved, and re-entering your credit card at this point should get you running again.

Please note that a delay between the time one re-enters the card and the time the ads begin running again is normal - and will be the case here as well. So once you've re-entered your card, if you don't see your ads running immediately, there is no need to enter the card again. I'd say give it an hour - though it'll probably be quicker than that.

I'll check back with this thread in a few hours...

AWA

netmeg




msg:3057390
 3:32 pm on Aug 23, 2006 (gmt 0)

I've had this happen over and over again - usually on a weekend, when there was nothing I could do about it. Finally moved the most mission critical sites/clients to invoicing terms - highly recommend you do that if you can.

NetPro




msg:3057446
 4:22 pm on Aug 23, 2006 (gmt 0)

This has happened to me and I've updated my billing details (with the same info) as requested by Google.

I know they have problems to sort out, but does anyone know when they usually try to re-bill?

AdWordsAdvisor




msg:3057582
 5:59 pm on Aug 23, 2006 (gmt 0)

I know they have problems to sort out, but does anyone know when they usually try to re-bill?

NetPro, re-entering your credit card info into the system (even with the same card that was there before) will initiate the billing process.

You may well be running again by the time you see this, and I hope that's the case. ;)

AWA

shman




msg:3057592
 6:04 pm on Aug 23, 2006 (gmt 0)

I just updated my card i.e just entered the same card details again. Now the declined card message has disappeared. The issue seems fixed. ( sigh of relief)

AWA Thanks for posting it saved me from calling your support.

npang




msg:3057685
 7:02 pm on Aug 23, 2006 (gmt 0)

i did what 'shman' detailed above. the primary card was accepted fine but the decline message lingers on and there is no 'retry' button on my billing tab :-(

at least the ads started showing again - it was paused for a few hours this morning.

RhinoFish




msg:3058590
 12:43 pm on Aug 24, 2006 (gmt 0)

AWA, please clarify... do we have to re-enter the card's info (nothing's changed) or will re-try also suffice?

resham5




msg:3058978
 4:41 pm on Aug 24, 2006 (gmt 0)

India- had the same problem and now its fixed..

AdWordsAdvisor




msg:3059003
 4:50 pm on Aug 24, 2006 (gmt 0)

AWA, please clarify... do we have to re-enter the card's info (nothing's changed) or will re-try also suffice

My apology for my lack of clarity, RhinoFish, and excellent question. Thanks for asking.

If all the info is the same, then 're-try' will do the same job for you.

AWA

TRex




msg:3060315
 3:27 pm on Aug 25, 2006 (gmt 0)

I'd also like to applaude Google USA for their awesome adwords support team. I'm in Canada (same billing prob yesterday as you all) and I have an adwords guy that is always quick on the draw to help me out. I like to think of him as my 'on call' google support but I'm sure he doesn't quite see it that way! We've had some unusual adwords billing probs and they're always fantastic.

Maybe Google just likes to get back to people who owe them money? :P

gemini




msg:3064635
 5:53 pm on Aug 29, 2006 (gmt 0)

Have anyone noticed drop in their AdWords stats since the CredidCard glitch? My cost/conversions are way up, impressions are down, average position is lower than average.. I know that deleting campaigns cases loss of their quality score and I know the longer campaigns are running the better they doing - the better is the quality score. I have some campaigns that improved themselves dramatically withing 6 months without me touching anything - their cost/conversions dropped 3 times.

Now, I'm wondering if this recent glitch didn't do any damage to our quality scores for the campaigns that were interrupted? I'm looking at my report graphs and they are not too good since the interruption. Anyone else experiencing anything similar to my campaigns?

bostonseo




msg:3064667
 6:07 pm on Aug 29, 2006 (gmt 0)

Had a perfectly good credit card declined over the weekend by Google.

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