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May earnings AdSense payment has not arrived

No response from Google



7:25 am on Jul 15, 2004 (gmt 0)

10+ Year Member

Can you help me with a phone # or direct email for someone who can help me in the Adsense department of Google.

I've sent several emails now to Google Adsense via there online system and gotten various levels of replies, none solving my problem or answering my direct questions the last reply is what has prompted me to post in here.

This is the reply:

The original email was about not receiving payments, almost 5 figures in payments. The account says itís all been sent but nothing has been received on my end. I have been with Adsense now for over 1 year and make a steady level of income, but after they updated the system 2 months ago I have yet to see a check from Google Adsense. I have updated the classification and have done all the tax requirements. Iíve been thought the system with a fine tooth and everything that I can access is complete and everything in the account is in order.

Since I've not gotten the checks I've ask to update my address so that it can be sent to my US address instead of my overseas address, thinking that its not Google's fault I haven't gotten my checks its probably just lost in the mail. But then the only answer I've gotten on this is that I can't change my address. This was never told to me prior to them fixing the addresses and I find it hard to understand why they would freeze where I live.

Now I am not only upset I am getting angry as they are forcing me to stay in a country that I am not a resident and where its clear that there is some type of mail problems. What can I do, I need your help and advise.

A quick recap Google has told me is nothing about where my money is, when I've asked to change my address so I can get future payments they've said no and then in the last email they start talking about tech support, its clear to me Google has a lot of cut and paste (canned) responses they send out and anything out of the norm like publishers not getting checks and needing to update things is to complicated for the level 1 support staff.

I hope that someone here at Webmaster World can help me, if you have a contact number or direct email to someone in the Adsense department please PM me with it and if you have some advise or questions please post them to me here as I would like to know if other users have been dealt with the same way as myself and if so what the outcome was.

Thanks for any help you can give,

[edited by: Jenstar at 4:37 pm (utc) on July 15, 2004]
[edit reason] No email quotes as per TOS; figure corrected as per member [/edit]


8:29 am on Jul 15, 2004 (gmt 0)

10+ Year Member

What industry are your sites in?

In relation to your question, maybe you could send them an invoice.

I think you will get your money ; )


8:42 am on Jul 15, 2004 (gmt 0)

10+ Year Member

bts111 my sites range from travel sites to boat sites. All of which have been online with Adsense for over a year and the sites themselves have never had issues in the Adsesne program.

It appears that the mail is simply very delayed or lost, but since Adsense department isn't helping solve this issue itís really hard to deal with.

Just hoping some users here can help with what solutions they've had with lost checks and with changing there address to get future checks.

And yes bts111 I am sure I will get my money its just a matter of how it is being handled by Google that is the worst part.



9:54 am on Jul 15, 2004 (gmt 0)

10+ Year Member

I recently updated the address on my account, it was around the 25th of June, and received the May check with the new address on it. I did this through the "account information" tab on my account after login.

I had a late check one month and emailed about it, Adsense told me I had to wait 45 days to file a "lost check" claim. I can't remember if it was from date of issue, or approval of payment though as the check did finally come in so no claim needed to be filed.

Perhaps you can ask the Adsense people about reissuing lost checks and focus on that, in the meantime, try changing your address through the account management. Not sure if international accounts are different from the U.S., both my addresses were U.S.

Hope this helps,

fasteddie uk2001

9:56 am on Jul 15, 2004 (gmt 0)

10+ Year Member

If you've got 6 figures waiting for payment, surely your cheques will be fedex'ed to you rather than sent via normal mail (if I remember correctly it's anything over $10K).

If this is the case, surely fedex could shed some light as to where your payment is (providing it's been sent).

Oh and welcome to Webmasterworld.



10:22 am on Jul 15, 2004 (gmt 0)

10+ Year Member


I wish it was the same for me as it would make my life so much easier. It will solve all my future problems wish you were in charge of Adsesne :)

fasteddie uk2001

Our payments are under the 6 figures needed to get the fedex, but don't know if this would help as I still can't update my address.

Thanks for the reply and looking forward to getting some more first hand knowlegde.



10:25 am on Jul 15, 2004 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

If it really is close to six figures(which btw, last time I checked is 100,000+ .. six digits / six figures), try going through the corporate office, and try to get to payables.

I'm sure if you say the number it will get someone's attention.


10:33 am on Jul 15, 2004 (gmt 0)

10+ Year Member

Big opps on my part is under 10,000

Very sorry if an admin could correct this it would be easier for people to understand.

Sorry for that, if it was close to 100,000 I would be doing more then posting a help message.


10:53 am on Jul 15, 2004 (gmt 0)

10+ Year Member

Out of curiosity I just looked at the address change. It didn't have an option to change the country. If Google won't change it that's a worry.

You didn't ask for the change to go to a PO Box did you? There's been a discussion about that.


11:06 am on Jul 15, 2004 (gmt 0)

10+ Year Member

No I simply wanted to change the address back to my home address in the United States as when I went to Singapore for a holiday/business 2 months ago I changed my address to Singapore at that point they allowed me to change it but now that I am going home to the United States they are telling me they can't change my address now.

This is very strange that 2 months ago they allowed me to change the address, then without notice they lock the address and refuse to change it back to my home address.

I hope someone from Adsense reads this forum and can help me and other users that might have similar problems.



12:20 pm on Jul 15, 2004 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

HeIp ,
Sorry to hear your problems , Having been through change of address to another country from XX to USA myself,

Here is what adsense support told me when I requested the above

1 remove all adsense from websites
2 close down current adsense account
3 reapply for adsense account from USA address
4 after being accepted put adsense back on to sites

Your problem is not with support but with Google policies re: USA tax and personal data laws

PS I found support to be very helpfull within the bounds of the Google policies and they did offer to send final payment on old account to my USA address

My suggestion is to email support in a friendly manner and follow their advice / guidelines and accept the pain of closing current account and reapplying
sorry best I can suggest


12:29 pm on Jul 15, 2004 (gmt 0)

10+ Year Member

Hi steve,

This would take days and days of just uploading to change the script on the thousands and thousands of pages I run.

Not to mention the fact that the tracking and account history would be deleted as I've had this account for over a year now and the tracking history is handy for both Adsense and myself.

I hoping that Adsense will understand that they allowed me to change my account address when I went to Singapore now that I am coming home I should be able to change it back as this is just normal.

If they hadn't let me change the account address the first time or had told me that it would then be forever locked I would never have changed it.

Logic says they will understand this and correct the problem but sadly I haven't gotten to that point with adsense.


12:41 pm on Jul 15, 2004 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

If Steve is right, then it will become a hassle to change it as it involves the shutting down of an account and applying for a new one. I can see how one could lose a week or two of revenue just doing that.


12:56 pm on Jul 15, 2004 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

I am afraid I lost 1 months income during the process and suspect that current algo starts new accounts on lowest percentage so have also ended up on low cpc which hopefully will build back up .

I am afraid it may not even be a google policy more likely a US tax policy

PS even worse once your old account is closed login is disabled so can not look at stats check sent etc. etc.


1:04 pm on Jul 15, 2004 (gmt 0)

10+ Year Member

Thanks for the heads up on that Steve it seems to get worse and worse.

As for tax, I can understand if I needed to change my name or tax classification but all I need to do is put my address back to my home.

Infact I would think that in the long run it would cause more trouble for them to keep me with a foriegn address then with my home address. It might also cause me tax problems in that other country as well as in the United States.

Still yet to hear back from Adsense or get a pm with a phone number or direct email address, but its only been a day so there is still hope.

Thanks for the help Steve,


1:31 pm on Jul 15, 2004 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member

You are talking almost $10,000 here. Why don't you call Google HQ and ask to be conected to the Adsense Department. You might get bounced around, but perseverance will pay off eventually.


4:32 pm on Jul 15, 2004 (gmt 0)

WebmasterWorld Senior Member jenstar is a WebmasterWorld Top Contributor of All Time 10+ Year Member

>>or get a pm with a phone number or direct email address

We are not the AdSense help desk, you will need to get that information from Google. Calling the Google switchboard is an idea.

Have you tried both the AdSense email address and using the contact form?

There does seem to be an issue with changing countries, so they will likely request you open a new account. This is likely due to US tax reasons.

Did you see an update in your payment history in June (the dates were the 16th and 23rd, I believe)? If not, likely reasons include not tax information (including the recent individual or business account option), or you have an unpaid outstanding balance in your Adwords account (they will withhold funds until that debt is paid.)

If the payment was mailed but has gone missing in the postal system, ask for the dates you can ask for a check re-issue. It is usually about 4 weeks in the US and 6-8 weeks in other countries. This could be why they haven't responded to a request for check reissuence.


4:49 pm on Jul 15, 2004 (gmt 0)

10+ Year Member

Why the hell would you change your address to Singapore if you are only there for 2 month?! Can't you wait to cash the check when you come back or maybe just put a hold on it? Did you change your credit card billing address to singapore as well?

This doesn't make sense to me. If I were google, I would not allow you to change your address back after hearing all this explanations.

In the address field, you are suppose to put you current address in it. However, as a US citizen, even you are outside of the country, your US incomes are still subject to tax. So, you changed your address to Singapore and therefore Google probably did not or will not report this incomes to IRS. I think this action could very well entitle you to "tax fraud" or "not fulfil your tax duty".


5:00 pm on Jul 15, 2004 (gmt 0)

10+ Year Member


good question, but the fact was at the point I changed it I didn't know how long I would be in Singapore and since Google allowed me to update my address I updated so I could deposit payment into my Singapore account instead of doing a transfer.

Its high 4 figures that I get in payment and think if you where going someplace else for even 3-4 month and you could simply update your address so you get your money where you are, wouldn't you?

If Google had at one point mentioned that I could not change the country I would have never done this but find it hard to understand why they did this without warning and now don't want to help to correct this.

We'll see what happens, hope I don't have to redo all my pages and re=apply for adsense.



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