CC billing problem with AdWords

and no help by Google at all

[NazaretH]

I think this place is not the best to write this, as Google support is better, but I've sent several messages to Google during this month and no responce at all. I am VERY frustruated about this as I had good budget and now I am out for almost a month.

The problem is that for some reason Google Adwords can not charge my card, card of my wife, my other card, my friend's card. I tried MC and Visa - nothing works. I am trying to use same card that I used during a few months - still no luck, it updates billing info and then just says:

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Note: We were unable to process your last payment. Your account is still open; however, your ads have been paused until you update your billing information. Once we are able to process your outstanding balance, your ads will begin running again.
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Does anybody here know what to do now? I tried opening new account and same problem again! Can't see no reason for not charging my cards - there's plenty of money on them and they work on other sites just fine.

Does anybody know how to contact Google so thay would finally help? I tried contact form about 5 times, and no reply.

[robotsdobetter]

It seem like an error on their side of some sort because this has never happen to me, but might be wrong.

There should be a support button at the bottom after you login to members area.

[digitalv]

By any chance were the charges rejected by your bank or charged-back? If so, you might want to reverse that ...

It could be a generic message that Google put up not because they're having a problem charging credit cards, they're just having a problem with YOU. Could also explain why they won't reply - I don't waste a minute of my time conversing with customers who charge back their purchases.

Not saying you did that, but accidents happen - it could also be an entry error on their end, maybe someone else charged back and they accidentally marked your account. Call them on the phone and find out.

[luke175]

I can totally relate to this. This actually happened to me last year. I tried everything you did with no luck, I repeatedly emailed Google but received no reply. I FINALLY received a response from a real person and was told that my account was closed due to "problems." I was never told what problems these were nor was I notified of this. It simply quit accepting credit cards. I asked if this could be corrected and they reactivated my account that day. My suggestion would be to continue to politely email Google as they will need to fix this for you.

[NazaretH]

Shouldn't be a problem with my cards at all. I tried 2 MC cards that don't have ANY limits (debit cards), also for some reason they just stopped charging VISA card that they were successfully charging during many months before, etc etc, so I guess there shouldn't be anything wrong with cards.

I far as I can remember all this started to happen after I edited my ad and increased both daily budget and maxCPC, I thought that they just need time to show the new ad, but next day this horrible message was waiting for me. I immediately contacted Google via e-mail - no reply for a week, then I tried different card - it was accepted but not charged, e-mail again - no response. And same story with one more card and new email again. Today I've sent forth email, as we have plans of aggressive increase in our CPC campaign and have money ready to drop in, so this issue is just terribly annoying. Calling might help, but I would have to match time difference, which is pain as I am in AU. Just can't understand why they don’t respond to my letters.

[luke175]

The "problem" they cited with me they just called an account problem. In other words it had nothing to do with the cards but the actual Adwords account. I have no idea what happened back then that caused it. I spent a fair amount on ads now and have not had any problems since then. Maybe someone here might give you an idea as to who to talk to?

[NazaretH]

Any chance for help from AWA? Or is calling overseas is the only option for us to pay Google?

[ikbenhet1]

hey, did you check the points AWA wrote down here:
[webmasterworld.com...]

there's is another thread with more things you can check.