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We have (as SEM Agency) several Adwords accounts linked to one My Client Center.
A few days ago we ware trying to create another account and add founds
a new campaign, but our card was declined (previously acted without
the problem). So we've contacted with support (in parallel
sending money transfer, so not to waste time) to explain
and received the answer that our account has been suspended due to non compliance with policy.
moreover, in subsequent correspondence trying to figure out the cause:
the whole account was suspended as well
In any case, there has not been on our part to deliberate breach
Rules. It is possible that unwittingly we've made some mistake,
however, does not in any way we can concluded that, because support
does not want us to say anything beyond that account may be suspended
for "any reason".
I understand the need to ensure that the Adwords system safty but
ALL accounts connected to My Client Center, specialy without
any warnings or later explanation seems to be
very drastic measure, and it seems that it should be
used as a last resort, for example
on the issues like fraud, or law breaking and nothing that was not the
So please kindly for assistance what no we should do in order to solve
this problem and
to restore MCC and other Adwords accounts, because I think
that the obvious is what means for the SEM agency and its Adwords
customers, to suspend all accounts and be banned from Adwords :-(
Yours sincerely, and thank you for helping advance
[edited by: jatar_k at 12:59 pm (utc) on Oct. 19, 2008]
[edit reason] no email quotes [/edit]
There have been a number of phishing emails going around and as a result some accounts have been hijacked and fraudulent spends made on advertisers' credit cards. So that said, Google is on higher alert than usual and is most likely take a more aggressive position on things that might look fraudulent is my guess.
Still I can't see how they wouldn't be able to provide you with some concrete answers after having taken such drastic measures on your account.
Keep us posted on how this all works out. Hopefully you get an answer soon!
Maybe we've made some mistake but unwittingly and we would like to just learn how to fix this problem...
Thank you very much for your help and I will keep you posted
What can we do now?
Create new MCC and new account for all our clients and have hope they won't be suspended alsow?
For account managers...
You must protect your professional credentials. I have read posts before where the account manager has literally been banned for all eternity from Google from advertiser issues. It is a very serious thing to try to pull one over on Google. You will literally have no recourse.
Not only will they stop your MCC account, but may actually even ban YOU from AdWords stopping your income stream for account management. If you are an account manager you should know better than to try to bend the rules.
A word of clarification - all accounts (and MCC) are "suspended" which means that we can stil login into them and MCC but no ads are displaing any more.
It is a little misleading, because accounts does not have any information that are suspended, blocked, or penialized, just the ads stopped running and we could not use credit card any more.
So we've transfer the money into bank becouse we thought at first that it's some kind of problem with our credit card. Only after that support informed us that accounts are suspended (which I called 'ban' becouse those accounts are now useless)
We are not spamers and never tried to run ads with gambling, #*$!, pharmacy or anything like that.
Only small, and middle size campaigns (real estate, jobs, shops, etc) and one a bit larger - book store, with about 2000 products.
It was always: 1 client = 1 account, and no campaigns transfering between accounts.
I've alsow never saw any blocked ads by Google on our accounts.
I'm aware of the fact that, as mentioned before it's possible that we've made some mistakes but if so, a simple "Hey, don't do that" or "you should do that this way" from Google would be enought clear sign for us to make corrections.
And now, what should we do?
Open a new account, which also would be blocked?
Continue to commit the same mistakes (of which we are not aware of since google doesn't say us anything?)
So our clients accounts are now suspended (baned, frozen, call it whatever) with money frozen on them and our MCC is also suspended which denies us the opportunity to interact with customers - our business in this regard is suspended, and our customers as well...
Any ideas what else we could do? Continue to write to polish support to get the same answers again?
I too had my Adwords account so-called "disbled", meaning I can't log in. But my ads are still running 2 days after being disabled?
Email Adwords support but did not get reply yet.
Now, I can't see my daily ad spend and can't change bids, etc. This is ridiculous.
- we have wrote at Google Groups (Polish and English) but with no (zero) replies
- we've wrote alsow at email@example.com, but getting the same answers all over again (we can suspend account with any reason and don't have to tell you why)
- US telephone support - doesn't have enought information to help and sent us back to firstname.lastname@example.org
- Polish telephone support.... well it doesn't exists :/
I'm starting to feel like in third-world country (no offense)...
Piciu - I'm very sorry for your situation, and I feel your pain, but the bottom line is, the only people who can probably help you are at Google HQ. If Polish Google won't talk to you, you can try explaining that to US Google, but if they won't talk to you either, then I'm afraid you're probably stuck. You can try persisting - sometimes that works - but remember to stay polite and focused, and resist the urge to get too emotional or upset. Just stick to the facts.
It also might help to find someone else to take a look at one or more of your accounts; they might be able to see something you don't, and give you some hints to what is wrong. You'd be much more likely to get your accounts back if you actually can figure out what Google objects to, and can adequately convince them that, whatever it is, it won't happen again. If your campaigns are in Polish, then it would have to be someone fluent in that language, of course.
Good Luck -
[edited by: netmeg at 2:09 pm (utc) on Oct. 21, 2008]
Piciu, you can try Google chat. I did and finally they tell me someone is working on my account and will get back soon. Also my account wasn't disabled. yet I wasn't able to log in.
[edited by: buckworks at 5:43 am (utc) on Oct. 23, 2008]
But still no explanation what is/was the problem... so there is a potential danger that suddenly accounts could be suspended again since we don't know what was the reason :/
Thank you again for your help! :)