AdWords Support Reply

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AdWords Support Reply

How long does it take?

digital

8:31 am on Sep 28, 2005 (gmt 0)

Hello,
I would like to ask how long does to take to receive an answer from AdWords support. I keep getting "Card Declined" when I try to add my bussiness Visa, I don't have any problems adding it at Overture for example, but at AdWords..

Have anyone experienced something like that and how did you handle it?

Thanks in advance.

Regards,
KD

AdWordsAdvisor

6:11 pm on Sep 28, 2005 (gmt 0)

I would like to ask how long does to take to receive an answer from AdWords support. I keep getting "Card Declined" when I try to add my bussiness Visa, I don't have any problems adding it at Overture for example, but at AdWords..

Have anyone experienced something like that and how did you handle it?

digital, turnaround time on emails to support can vary with volume. In general, however, we shoot for a max of 24 hours. Sometimes, during really peak periods it can be a bit longer. More usually, though, it can be a lot shorter.

A couple of quick suggestions:

* Make sure all the information you are entering is completely correct. Take a look at it with a fresh eye, and in particular make sure the card number is 100% accurate. I've seen many advertisers do it from memory, and get it wrong - perhaps even giving a card number for their Visa, when they have specified that they are entering their MasterCard.

* It is the bank that declines cards, rather than Google. So if the card is getting declined, it is wise to call the bank and ask if there are any limitation that are preventing the card from being used for Google AdWords.

AWA

PS - As an aside, I'll be away from my desk the entire day, starting very shortly - so won't be posting further today. It's just getting busier and busier around here!

digital

8:53 am on Sep 29, 2005 (gmt 0)

AdWordsAdvisor,
I wrote the support a couple of time, it's been more than 4 days and I haven't received an answer yet. Yesterday we called and they told us, they are going to mail us back, still now answer. I guess it takes more than 24 hours.

About our problem, because we wanted to be sure, the problem is not in the bank, we called them and they told us that there wasn't even a try for transacation by Google, so I guess our card is declined for another reason.

Can I give you our AdWords login, so you could pass it to the support. We are planing to do a huge campaign and that card problem is really pain in the *ss.

Thanks in advance.

Regards,
KD

digital

8:56 am on Sep 29, 2005 (gmt 0)

Sorry for the spelling mistakes.. it's early in the morning here :)

cleverzman

10:43 am on Sep 29, 2005 (gmt 0)

2-3 days would be a good standard time for a reply, despite the claim that all queries are replied to within 24 hours! I have had problems with cards being declined before, then getting an email saying my last payment could be not processed. Login and put the same card details in again and hey presto payment processed. I think Google have a problem with processing payments but just dont want to admit it publicly.

gixxer

5:10 am on Sep 30, 2005 (gmt 0)

Ya im having the same problem with my mastercard. Emailed Google support on Tuesday morning and its almost friday now. I'm trying to run a business here for godsakes.

cleverzman

11:53 am on Sep 30, 2005 (gmt 0)

yeah its ridiculous especially when you have got the money to pay but they wont take it!

briggidere

12:40 pm on Sep 30, 2005 (gmt 0)

just to say something good about it. I have always had a reply either from a phone call or email within 24hrs without a problem.
The last one was calling them on wednesday at 15.00 GMT and i had a response back at 23.39 GMT.

Seems ok to me.

briggidere

gixxer

7:56 pm on Sep 30, 2005 (gmt 0)

hey brigg what category do you send it under? What address do you e-mail to?

Wagapapa

8:45 pm on Sep 30, 2005 (gmt 0)

Did you try the instant chat with Google Support option? I've used it for the first time this week - twice. Got a Support person online in about 90 seconds or so and got answers to my question and my problem resolved. And this is for a client that is currently only spending $10 a day total. I was amazed at this level of service for a client that should mean very little to Google. BTW, the chat client was pretty sluggish - like 10 seconds between when you hit enter and when your comment shows up in the chat window. Otherwise, great experience.

digital

1:50 pm on Oct 4, 2005 (gmt 0)

I got a reply and everything is worked out, but it took more time than I expected. It seems that you have to send your credit card copy by fax for verification, to get your account activated.

Regards,
KD

AlexMiles

2:19 pm on Oct 4, 2005 (gmt 0)

Yes, its bizarre that proceedure, isn't it?

I had to do that a few months ago and I was abroad and they gave me the wrong fax number. Took weeks to sort out.

I wonder if they are doing it to everyone, on rotation. I also wondered if it was something to do with verifying cards for their payment gateway project.