But all of a sudden on October 5th all my AdGroups stopped to be published (0 Impressions; 0 Clicks), so I asked AdWords Support what's going on, and ~ 6 Days later (11th) I got an email that my account doesn't "comply with their terms of service and advertising policies" and therefore it got suspended.
Obviously that answer wasn't really helpful, since it didn't explain why my account does not comply with their TOS, so I replied to that email and asked them for a more detailed answer.
Naturally I'm having a pretty hard time with just sitting around and waiting for an answer (since 4 days now), so I'd like to find out myself why my account got suspended. But the only thing that I've found a bit suspicious so far was that I've received their answer to my question from the email "AdWordsEUR-Charge@google.com", which might be a hint that there might be something wrong with billing or something like this. I'm using my creditcard since more than a year with that account, and never had a problem, and all charges from google for the last few months went through without any problems. But my CC expires in Jan 2005, but that shouldn't be a problem yet? Additionally I'm using a VAT# to avoid VAT charges, but it's also the proper Number. Additionally I'm running a USD($) account as european, and I've heard that all new accounts for europeans are running in EUR(€) now. I don't know if that's true, but maybe that causes some kind of problem?
Anyway I hope that some of you might be able to give me an idea why my account got suspended after 2.5 years.
But anyway I have some updates on what I've found out myself, since Google didn't reply to any of my emails during the past 20 Days. I think it might be some problem with my credit card, although I'm using this card since 2 years with google, and never changed anything, it got declined on October 22nd (30 days after my last payment). So at least I'm pretty sure that that was the initial problem why my account got suspended on October 5th. Would have been great if someone from Google would have contacted me during the past 3 weeks to let me know.
But anyway I've tried my second CC, and it got declined too, then I've tried my third card, issued by another bank this time, and it got declined too. And yesterday I've tried my fourth card, and unsuprisingly it got declined to. So there's clearly no problem with my CCs, since I don't think that four credit cards from two different banks suffer the same problem, additionally I'm using these cards with Overture and other PPC-Engines too, and there aren't any problems.
So I don't know what's going on with AdWords at the moment, I've emailed them during the last weeks constantly every 3-5 Days, and so far I've only gotten the reply from adwordsEUR-charge@google.com that I've posted in my initial comment. I've emailed them again today, maybe they care about it this time.
[google.com...]
There's a French office and a Spanish one.
I've just my local office, and they told me that they don't offer any phone support for current or existing AdWords costumers, but they gave me another email to try-out.
And as another update on this situation:
I still didn't receive any further reply from Google about my account suspension (it's more than 3 weeks now), I'm still emailing them every 2-3 days, asking and begging politely with flowers, sugar and whatever to become an answer.
But I had another Idea a few days ago, maybe I can make my account a Pre-pay account, and pay via wire, I think that could solve my (or better said Googles) issue. But I'd have to switch from my current USD account to an EUR account, with a minimum bid of €0.05 instead of $0.05, which is 28% more at the moment.
So I'd like to ask you guys the following, if I'm forced to bid €0.05 instead of $0.05 on a search term, am I ranked higher therefore? I mean €0.05 is more than $0.06, and it would be rather unfair if Europeans would just have to pay 28% more without any advantage?!?
it would be rather unfair if Europeans would just have to pay 28% more without any advantage
Yesterday I recieved the same email like you from them, my "account does not
comply with our terms of service and advertising policies" and is suspended now. The reason they gave me is this: "Google reserves the right to
terminate advertisements for any reason."
The email came also from "AdWordsEUR-Charge@google.com" which doesn't exist at google, so you can't reply directly to this email.
In my case I think ther is no real reason for the suspension, must be a personal thing with one of the UK/Ireland support team I think.
They also declined all my credit cards (3 so far). They always charged successfully the activation fee of $5 but three days later every card was declined. I'm using each one of these cards every second day for my business and they are all valid and fully working. Even Visa told me that everything is ok with my cards. So its a manually decline from google Ireland support.
Since my account was moved away from the US support when they opened their service center for europeans I had nothing but trouble and problems to solve with their support team. They always suspected me to have done things were I don't have any control of. This team contains only marketing people, I think they have no knowledge of the internet and websites at all. This is totally different than with the US team. They know what they are doing and what's possible in the internet today. The Ireland support not.
I've sent also an email to them requesting more information about the suspension, but I think I'll get none, there is none. And since the Ireland team supports me I had to write always dozenz upon dozens of emails to them to get one single response after weeks.
(To the phone support, they don't offer any. You can only call the US support but all they can do is send an email to the Ireland support and asking to contact you. And that will not happen. Not to mention that it is very hard to deal with the support about all those complicated issues in english when it is not your mothers tongue)
I think I'll let google adwords go. I was very happy with the US support, I spent money and always payed my bills, but with the Ireland support all has come to a nightmare. If they don't want me as customer I can't do anything anymore. It is too time consuming to deal with this support team (or maybe its only the leader of this support team, other persons from them seem pretty cool). At least I know that I don't have done anything wrong.
Good luck for you hjnet!
Maybe AWA can give us a hint of what's going on, I'm waiting now 24 days for a reply.
Bump :-)
Maybe AWA can give us a hint of what's going on, I'm waiting now 24 days for a reply.
I asked AdWords Support what's going on, and ~ 6 Days later (11th) I got an email that my account doesn't "comply with their terms of service and advertising policies" and therefore it got suspended.
Hjnet, there is really no way for me to know what the issue is. My only clue is provided by the line quoted above. It sounds as if the issue revolves around policy rather than payment. But, as I mentioned, this is just a guess.
I will say that, so far as I know, accounts are not suspended until after multiple alerts have been ignored by the advertiser. This makes me think that you may have been sent several emails which were filtered by your email spam protection - and which you therefore never saw. My best advice would be to look carefully for those, as they would likely provide you with the information you need.
AWA
accounts are not suspended until after multiple alerts have been ignored by the advertiser
I got once an email stating that my ad breaks one of the rules and that my account is offline now. I wrote to the support a hundred times that it was the fault of my sponsor cause his redirection script suddenly had a bug and redirected the link to a tour with a popup, instead of a popup-free tour. It was only a bug in the script at my sponsor (like commission junction).
I wrote it a hundred times to them, they didn't replied a single time in months. I can be sure of that because I don't have any email spam filter at all. Nothing is blocked in my email accounts.
Suddenly two days ago I got the mail from adwords that my account is suspended because of breaking the TOS without any given reason.
So the statement that multiple alerts must have been ignored is definitely NOT true.
Maybe its true for the US team.
