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AdWords support hasn't answered support emails for 3 months



11:53 pm on Oct 6, 2004 (gmt 0)

10+ Year Member

Is AdWords still alive or is this service dead?

At the beginning of july they posted this in my account:
"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. "

My credit card was always valid and fully working, I'm still using the card every other day, so there was obviously something wrong with google's processor and not my card.
Anyway, I added another credit card and the card was accepted by the system (google charged a $5 activation fee for the new card which I have on my credit card statement) but nothing else happened. Google hasn't charged the payment that was due and they still haven't charged this amount, after 3 full months now. So my ads are still not running without any possibility for me to change this.
I've sent a dozen emails over the last 3 months to the support and also used the support form in my account without a single response, although I got some automatic messages that they have received my mails. But they never replied to the issues.

I've had nothing but trouble with the support since they have switched my account over to the UK/Ireland team (before the switch my account was under the USA team and everything was fantastic there).

So, has anybody any idea what's going on there? Was the UK office closed and they forgot the accounts there or something like that? This makes all no sence.


12:03 am on Oct 7, 2004 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

Here are the phone numbers of all their international offices - if you've been sending emails for 3 months with no response and you want this issue sorted out - call them:


11:11 pm on Oct 7, 2004 (gmt 0)

10+ Year Member

Thank you for the link edit_g.
Currently I think I have done everything to get their attention for this matter, if they don't want the money I owe them then it's not my problem, I'll not throw it to them. And that after all the frustration with the european support. Better I make a short vacation with it or something ;-)
But if I want to sort this out again I'll call them. So, thanks again for the numbers.

mike schmitz

11:32 pm on Oct 7, 2004 (gmt 0)

10+ Year Member

I have 6 AdWords accounts and use 3 credit cards...every card got denied at one point as the credit card company thought $1000 charges every day looked suspicious. I would call your credit card company as they might just be blocking your Adwords purchases. If they can't help you out, get a business credit card and don't use a personal credit card. They have different rules.



11:58 pm on Oct 7, 2004 (gmt 0)

10+ Year Member

Thanks, but both cards are ok. I already called visa and my bank, they took a look into my account and said that everything was ok and that there was no request from google to withdraw the money, so the request was stuck somewhere at googles processor for whatever reason, visa couldn't tell me. The new card from another bank was already accepted by adwords and they have withdrawed the cc activation fee, so there is also no block.

mike schmitz

12:09 am on Oct 8, 2004 (gmt 0)

10+ Year Member

What I am saying is that just because the CC took the AdWords charge once, twice or a few times doesn't mean anything.


11:00 am on Oct 8, 2004 (gmt 0)

10+ Year Member

Sowe my bank manager told me the quick option is a new card, a slight dif in the details and setting up new accounts. ( In my case it was nothing to do with Google).

Automated answers are all the rage these days


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