First, I’d like to thank everyone at Adwords support who helped to bring our Adwords account back to life. I received very courteous and helpful messages from a few different folks from Google Adwords Support over the past weekend regarding the status of our Adwords account and their efforts to restore it.
You can read about how the account was suspended first at our article on how Google was going after the Google Money Tree scammers. Next, you can read about my efforts to restore our good name on Google Whacked – Our Adwords Account Still Wrongly Suspended
I’ll post their messages if I receive permission from the individuals who sent them, but since they were all private email correspondence, I will just summarize.
On Saturday I received an email from someone who didn’t identify their position or department at Google that they had been made aware of my suspension and were taking steps to rectify the situation, but it would likely not be fixed until Monday.
Then today I received a message that the original Support person I had been corresponding with had re-escalated my issue to the Policy team and they confirmed that we were incorrectly suspended for Google Money Tree violations and apologizing for the inconvenience and confusion.
Note that all this effort from Google was spent for an Adwords account that had spent a whopping total of $7.00, so I don’t think the size of your Adwords spend makes any difference in the support effort.
How We Appealed Our Adwords Suspension
- First off, we did nothing wrong. I believe this was the most important factor in getting our Adwords account restored. Their terms and conditions are quite clear on fraudulent ads, sneaky redirects (mistaken or otherwise), and the like. If you’ve been suspended for doing something against their terms, I would not suggest holding your breath.
- I wrote to Adwords Support using their online tools.
- I did not take no for an answer from their first email.
- I did not take no for an answer on their followup email and politely insisted the very courteous support person escalate the issue to a supervisor or manager. This is a little technique I learned back in my Technical Support days right out of college. Make it perfectly clear that you are not mad at the Support person, it’s nothing to do with them, thank them for all the help so far, but since the issue still is not resolved and they cannot resolve it, please pass the issue to someone who has the power to resolve it.
- I posted about it here on this site (no idea if they ever looked at the article or not).
- At no point did I contact anyone outside of the standard Adwords Support structure or tools other than posting here. However, I have no idea what went on behind the scenes for communication, just the five email messages I received on the matter.
At every step the Adwords Support team was courteous and polite, and I tried my best to be the same, yet insistant that we had been wrongly suspended as well.
So, all’s well that ends well!