Account Suspended --- Older inactive second account did us in

by textex
11 replies
  • SEO
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Logged into my account this morning to check where we are at for the day so far and how the weekend was. And much to my surprise our account was suspended. Phone lines don't open until 9am so I initiated a 'live chat'. Live chat indicated that "It has come to our attention that your Google AdWords account Customer ID xxxxxx is related to another account which has repeatedly violated our Related accounts policy and/or Terms and Conditions.

As a result, we have suspended your account and will no longer allow your ads to run on Google. Please refrain from opening any new AdWords accounts. We will suspend any newly created accounts upon registration and your account fee will not be refunded."

I had to think for a minute and then remembered that we had set-up an additional account for a friend. We used our credit card (and obviously our billing)...getting the credit card miles was our fee for helping them out. Anyway, the account was flagged as a bridge page since all ordering was only possible on the merchant side. My friend opted to just let it go than try and make changes to satisfy policy to get the ad back up. I didn't even think to close the account but I guess that is coming back to haunt me now.

I really hope Google is a bit flexible and understands this situation. If they look at the accounts, they can easily see the the products/services being marketed are totally unrelated. I was not trying to game them at all. Does anyone have experience/input with this and do they think there is hope for us?


Update... I spoke to someone on the phone and they said we need to make the old site compliant even though we have no intent of running any new ads. WTF? Why can't we just pull the site, pull the ads, close the account, whatever...
#account #inactive #older #suspended
  • Profile picture of the author RyanEagle
    Wow, that's really harsh. Doesn't make sense to me that you can't just pull the old site and stop using that account. Good luck, man!
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  • Profile picture of the author paulgl
    Originally Posted by textex View Post

    "It has come to our attention that your Google AdWords account Customer ID xxxxxx is related to another account which has repeatedly violated our Related accounts policy and/or Terms and Conditions.

    I really hope Google is a bit flexible and understands this situation. I
    Call me stupid, but repeat why they should be flexible and understand?

    Originally Posted by textex View Post

    WTF? Why can't we just pull the site, pull the ads, close the account, whatever...
    Because... why should they trust you? Just saying...

    Sometimes you just gotta move on and adapt.

    I'm curious as to who "us" is. Nothing when relating with google should
    be on the buddy system.

    Paul
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    If you were disappointed in your results today, lower your standards tomorrow.

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  • Profile picture of the author Nelapsi
    I think for a second you need to think about the mind blowing number of accounts, especially small ones that they deal with. Now times that by 55 for the number of bs stories they hear each month...

    Shoot first ask questions never would become your policy too
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  • Profile picture of the author kickmoney
    Goodnight sweet prince.

    Adwords don't play.
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  • Profile picture of the author textex
    In the event I can't get my good account reactivated, what are the precautionary steps needed to be taken for setting up a new account so that we don't get recognized as owning the prior?
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    • Profile picture of the author dburk
      Originally Posted by textex View Post

      In the event I can't get my good account reactivated, what are the precautionary steps needed to be taken for setting up a new account so that we don't get recognized as owning the prior?
      Hi textex,

      You are already recognized as affiliated with the prior account, since it was your credit card paying for the ads. I recommend that you take complete control of that account. Sounds like your "friend" has abandoned the account, so take complete control of it, and get the account into compliance by pointing all the ads (even the deleted ads) at landing pages that are in compliance with AdWords policies. Next, get the account suspension lifted, then close that AdWords account.

      Run this plan of action past your AdWords Rep and ask if that will get your primary account suspension lifted. I believe that should do it.
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      • Profile picture of the author textex
        I followed the suggestion you made. However, I don't have a Google rep. I always call the 800 number for adwords help. I did have a rep in the past but they always passed me along to the 800 number for any compliance issues. How do I get a Google rep?
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  • Profile picture of the author brettb
    Google turning down your money? I hope their shareholders are happy with that rep!
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  • Profile picture of the author textex
    The old, inactive account had a daily spend of $10 - $12. My good account that is now suspended b/c of the old one spends between $1000 - $2000/day.
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  • Profile picture of the author textex
    Got the old site compliant and got it approved by Google!

    'Great news! We've re-reviewed your site and determined that the following site complies with our Advertising Policies: '

    However, both my accounts are still showing as suspended. Is there a time frame for Adwords to update and show the accounts as active?
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    • Profile picture of the author dburk
      Hi textex,

      Congratulations for getting the website compliant.

      Now call Google and let them know that you have the website compliant, and ask them what you need to do to get the account suspension lifted. They usually have to kick it up to a supervisor for review and it often takes several days to a week to get suspension lifted.
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