Unable to contact adword support

[Seb7]

Anyone know how to contact adwords regarding declined credit card payments?

Adwords seems to have a problem with my credit card. But my credit company says it has not seen any payment attempts.

So..
I'm trying to contact adwords regarding this, I move via this navigation:

> 'Contact Us'
> 'If you'd prefer to wait for an answer from our team, contact Adwords support'
which leads me to the 'Contact Us' section.

Now asks for category; navigating through:
> 'Payment and Billing'
> 'Payment Difficulties'
> 'I am Having payment issues'
> 'Credit or Debit card'
> 'My credit card keeps declined What should I do?'

This just leads me to a list of some common issues with links to other help pages. (which I've read a number of times)

Where exactly is 'contact us' ?

[Seb7]

Interesting, my credit card company now says the payment has now gone through. Google still says it was declined at the moment.

[IndianGuardian]

Have you tried the 'Retry Card' option on the Billing Summary page?

[IndianGuardian]

Here's what you do, if the credit card company says payment has gone through.

Go to the Billing Summary page (the page where you update your credit card details), click on the 'Retry Card' option. See if the page loads and the button disappears. If it disappears, payment is being processed by Google.

If you don't see the button at all on the Billing Summary page, it means your payment has gone through and will be updated in like 24hrs

[Seb7]

Retry was the first thing I did. Sorted now. Even though it said decline, it took the payment.

[Seb7]

ok, what’s the direct way of contacting Google about making payments?

Another month, same problem, getting frustrated again! I've verified I have credit, but Google just keeps saying 'declined'. Google was very happing using my bank details, but getting the feeling they really dont like the use of credit cards.

I've noted that the help section has been updated, and now is even more difficult to find the page on 'declined' cards (is now 7 breadcrumbs deep), though which was navigated from the 'contact us' link, gives no information on how to actually contact them.

Infact one of the first help suggestions takes me to a page that says 'We're sorry, but the information you've requested cannot be found'

[edited by: Seb7 at 9:15 am (utc) on April 24, 2009]

[netmeg]

I cannot express how ticked off I am at what's happening with AdWords support, and the online support area. It's just about the final straw; I'm not sure I'm going to bother renewing my GAP certification this year.

Try emailing them at [e-mail] That email address should still work. For now.

[shorebreak]

Methinks you're feeling the direct impact of Google having let go thousands of contractors over the past 3-4 months.

[netmeg]

I don't know what it is, but it's about the most boneheaded thing they could do - reduce the support for the advertisers.

[shorebreak]

Retention is the new acquisition, Google, better act like it.

[netmeg]

WHY is all the actual contact information gone from the Support information? WHY is AdWords trying to force *paying advertisers* and GAPS to use forums instead of getting actual support? There's no chat, there's no email address, even the form to be filled out is gone. Meanwhile it's taking a week or more for new campaigns to be approved.

If Google thinks that we don't notice and we won't advise our clients, and we won't explore other alternatives as the support dwindles to nothing, they're dead wrong.

I'm sure at one point GM never thought they'd lose their huge market share either.

[Rehan]

I haven't bothered with the chat lately, but the "Chat now with a live specialist" link is still available for me on the first page after I click the Contact Us link.

[Seb7]

Thanks Rehan. I've checked again, They dont give me that option.
..

I've managed to get a reply from Google basically saying check your card again!

After having a long discussion with the credit company it seems that that certain types credit cards are less trusted than others.

I think whats happening is that Google's payment API code parameters are set to only accepted payments from the most trusted sources, as what is happening is that Google is attempting to take the payment then changes its mind and decides it doesnt want to.

I thought all VISA cards were VISA cards! Gone back to using my old VISA card - working again.

Google should adjust their payment process so that more information about why a card was declined is fed back. - at least be available to the Google support team.

[netmeg]

I haven't bothered with the chat lately, but the "Chat now with a live specialist" link is still available for me on the first page after I click the Contact Us link.

Not on any of mine. When I inquired, I was told to go to the forums.

[pavlovapete]

netmeg,

I presume you've heard about that group of top contributors to the support forums who went on strike because the response certain support issues were abysmal?

I don't presume to make any predictions - but one wonders how a business can expect to survive long-term with this sort of angst against it from its most vocal evangelists.

[Lyn99]

If another search provider ever manages to provide a decent search experience, plus a way for new advertisers to sign up without becoming infuriated, the membrane will burst. All of our anger and pent up frustration will explode like a Tsunami.

Some day the advertisers' fury at all of these years of being treated with total disdain is going to come home to roost.