Ads stopped due to billing problem

lost and confused

[rjord]

Hi all,

Has anyone seen anything like this.

My credit card was successfully charged on the 10th but 3 days later i started getting a message that there was a problem with the billing and i would need to change the billing info for the ads to continue.

However, ads were still going out for the next 12 hours or so. Then the ads have stopped altogether.

I have sent a number of emails over the last few days to support because my account is up todate but has effectively being stopped as far as ads go. Looking at the accounts info there is a balance of $0 owing.

anyone know of any issues which might be causing this? Visits to my site have been effected for 3 days now.

Thanks

[PPCBidder]

Not a complete answer, but do you have a second card to go to? I would change to that card, let it get charged once, then go back to the original card.

[rjord]

My other card is maxed so I won't be able to do that unfortunately.

[AdWordsAdvisor]

I have sent a number of emails over the last few days to support...

Welcome to WebmasterWorld, rjord!

The best way to get this resolved is to write AdWords support, as you have done. If you haven't heard back after several weekdays, that is a bit unusual, so I'd advise first checking to see if your email program has filtered any AdWords emails sent to you. This seems to occur with some regularity.

You might also want to re-enter your credit card information, and make double sure that you are entering all the information correctly. Take a very close look at it, with a fresh eye, line by line.

I've talked with many advertisers who entered their cc info 5 or 6 times, with the same mistake each time, because they are so familiar with, say, their own address that that they don't even see it anymore.

AWA

[rjord]

Hi,

Thanks for the responses. I have checked the credit card details thoroughly and made sure there are no typos. What i dont understand is why the main page of the campaign summary is saying the last payment has not gone through successfully when my credit card statement indicates it has been deducted successfully.

Guess i will have to wait for support.

Thanks

[Chndru]

you can call toll free 1-866-2GOOGLE and get it resolved quicly.

[rjord]

I'm in Australia. Not sure how to dial that number with a numeric keypad. Anyone know if i can talk to google in australia?

[cyhcto]

rjord:

Sorry to hear that you're not getting what you need. I know how it feels. An old axom in IT is "people in sales always have more time to talk to you than people in support", and so in that light I spent a few minutes hunting and found this for you:

Australia Sales Office
Level 20 Tower 2 Darling Park
201 Sussex Street
Sydney 2000 NSW
Australia
phone: [phone]
fax: [phone]

[rjord]

thanks for the research there cyhcto. I didnt even know they were here in Sydney.

I'm not complaining about Google because they are providing a great service. Just a little baffled at what has happened this week. My click rates were going up and the graphs were looking great..... but now they have taken a dive to 0 so they don't look as good as they did before.

Oh well...there is always next month.

cyhcto

[rjord]

I just tried calling the Sydney office.... there was so much noise in the background there the girl couldnt hear me and eventually hung up the phone.

I am not having a good week

I have researched the forum here and seen other cases of this message where emails were not responded to for weeks. Sounds like a common problem where people have resolved it by creating a new account.

May do some more research on this as paying for setup for another account is preferable to no visits to my sites.

[PPCBidder]

I retract what I said earlier about using another card... from the described situation you better clear things up with the original card. Try calling again later.