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    Google Ads suspended our account, Google impossible to reach.

    Posted by Acupuncturex on August 15, 2023 at 5:10 pm

    Hi everyone,

    I’ve owned and operated a medical supply company since 2006. We’ve used Google ads from day one, and have spent north of $1M with the company. Recently our account was suspended due to violating the “unauthorized pharmacy policy.” We are not a pharmacy, nor do we sell pharmaceuticals. We are licensed to sell medical supplies and have been for nearly 2 decades.

    Appealing doesn’t seem to help since we’ve been sitting since August 7th waiting for a response. I can’t even call google beause it requires my 10 digit ID and they just auto disconnect. I can’t beleive a company I’ve worked with for so long doesn’t even have a phone number for us to reach. We are losing revenue daily due to this ban, so I’m just wondering if anyone out there has any advice on what to do. This is so disappointing.

    Acupuncturex replied 1 year, 10 months ago 2 Members · 1 Reply
  • 1 Reply
  • rturtle

    Guest
    August 15, 2023 at 5:24 pm

    I don’t have good advice here, but adding in that you’re not alone. I was trying to help with another suspended account yesterday that has the same “…call disconnects after entering the id” problem.

    We tried to route the support through our MCC in case that would solve it but it did not. As soon as the id was entered it was dropped.

    Hopefully, this is a glitch and not a new feature.

  • rawdealbuffy

    Guest
    August 15, 2023 at 5:24 pm

    Do you not have a rep you can message?

  • jaysizzles

    Guest
    August 15, 2023 at 5:26 pm

    You don’t have any past emails from Google that would include your 10 digit ID?

  • Acupuncturex

    Guest
    August 15, 2023 at 5:39 pm

    After 10 days of waiting for a response, I received this email with basically zero information on why the suspended us.

    ​

    Hi George,

    While reviewing your account, we found violations of our Google Ads policies in this or a related account. As a result, your account has unfortunately been suspended, and your ads will no longer run on Google.

    For information on the terms associated with Google Ads account use, please review our Terms and Conditions at https://ads.google.com/select/tsandcsfinder

    If you have a prepaid balance remaining in your account, you can request a refund at any time by following the instructions at https://support.google.com/google-ads/answer/1703646

    If you believe that you meet all of our Terms and Conditions and want to make an appeal, fill out the following form: https://support.google.com/google-ads/contact/pf_suspended

    Please be aware that we can’t process your request unless our Terms and Conditions are met.

    We appreciate your cooperation.

  • penguins-hate-mangos

    Guest
    August 15, 2023 at 5:45 pm

    Do you have any contacts in or to agencies?

    If you can connect your account to an agencies MCC they could call and open a ticket on your behalf.

    For us (German Agency) calling Google with our MCC-ID works just fine.

  • TechnologyOk3770

    Guest
    August 15, 2023 at 5:58 pm

    Following

  • xZendic1

    Guest
    August 15, 2023 at 6:25 pm

    https://support.google.com/google-ads/gethelp

    Try the chat option if available, also if you create a ticket try esclating it to the higher management by writing it in email that no help is being offered via ticket…they might try to connect you via call

  • ndldh

    Guest
    August 15, 2023 at 6:35 pm

    I had a similar issue with facebook ads, i found few people who worked in meta and messaged them on linkedin…..someone ended helping out.

  • LaheyPull

    Guest
    August 15, 2023 at 7:10 pm

    Try email support. I’ve actually had some decent success with them helping past a disapproval lately. Seems like they’ve cut phone support for any CIDs that don’t have major spend.

  • SP4CECOWB0Y

    Guest
    August 15, 2023 at 7:35 pm

    Also adding that it’s been hard for us as well in a similar field. We have to get our statements and advertising approved by the FDA. You would think it would be harder to please the FDA than Google, but you are wrong. We get flagged as “birth control” – we are not birth control. We get told we make misleading claims (again everything is FDA approved) but we don’t get told what exactly is the misleading claim. It’s all extremely frustrating. Google can suck to work with. Hope you get a solution soon.

  • Impossible-Mix1961

    Guest
    August 15, 2023 at 7:40 pm

    Welcome to Hell mate. Been at it with them since the first of July now still no reply other than the standardised one you got too.
    If you can pay for a specialist to check it over then apply for the automated appeal it’d be worth the cost, Ads support just doesn’t exist anymore.

  • silverline98

    Guest
    August 15, 2023 at 8:31 pm

    What worked when our ads account was suspended was essentially making ourselves so loud we couldn’t be ignored. We called every number available, emailed everyway possible, created a bunch of support tickets ETC.

    Within a week our ads account was up and running again and received an apology email from a Google staff.

    Wish you the best

  • Aromatic-Nail-4653

    Guest
    August 15, 2023 at 8:35 pm

    Hello. I read the email sent back to you. Question please, do you run shopping ads for the products?

  • MrMezzy

    Guest
    August 15, 2023 at 8:53 pm

    Yeah google is purposely ignoring your account, I’ve had it where one of my new clients accounts couldn’t get a call back after a suspension..

    It would only have option for a call or email for support both of which didn’t get responses(other accounts have chat option and get calls back in 1 minute) so I had to request from my rep to get it looked into.

    A rep from USA not the overseas ones.

    We got the account back eventually for them and have resumed running ads.

    DM me I might be able to help you out.

  • ProperlyAds

    Guest
    August 15, 2023 at 9:35 pm

    Sad to say this is hell.

    Try and get yourself on Live chat and plead your case, I believe when an Ad account is suspended it dosen’t give you the option, so perhaps lie and say you have a platform issue.

    ​

    All else fails and you have nothing to lose create a new account, and go through the new advertiser verification process.

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