You would have to pick up the phone and call Google.

I've tried but with no luck - the answer from Google Poland is "please send e-mail"

Wow that's pretty drastic and more in line of what I'd expect to see from the Adsense team. I'm surprised that you can't get an answer by phone from Google. Perhaps the US team might be more helpful in providing you with an answer. Have you tried reaching them?

There have been a number of phishing emails going around and as a result some accounts have been hijacked and fraudulent spends made on advertisers' credit cards. So that said, Google is on higher alert than usual and is most likely take a more aggressive position on things that might look fraudulent is my guess.

Still I can't see how they wouldn't be able to provide you with some concrete answers after having taken such drastic measures on your account.

Keep us posted on how this all works out. Hopefully you get an answer soon!

1-866-2-GOOGLE
1-866-246-6453

A few words of clarification because it was necessary to remove quotes from my first message, so:
- Google has suspended all of our Adwords accounts without any warning
- they have suspended whole My Client Centre as well
- in mails they still repeat that they would not give as any reasons becouse they don't have to
There is no way to get any answers by phone in Poland :(
But thank you for those phone numbers to US - we will try them.

Maybe we've made some mistake but unwittingly and we would like to just learn how to fix this problem...

Thank you very much for your help and I will keep you posted

Ok, so US support told us that we have to contact with support in Poland...
which obviously does not want us to say anything. So we are in dead end...

What can we do now?
Create new MCC and new account for all our clients and have hope they won't be suspended alsow?

Google penalizes account managers of advertisers who are spammers, people who ring up a big bill and then close their account without paying, and those that do not pay attention to Google's terms of services and repeatedly try to run ads that Google has to then in turn disable. Typically this is seen when you run an ad, get a stop notice and then try to start it up again in another account or campaign trying to scam their system and hoping that you'll get a run on two weeks worth of traffic.

For account managers...

You must protect your professional credentials. I have read posts before where the account manager has literally been banned for all eternity from Google from advertiser issues. It is a very serious thing to try to pull one over on Google. You will literally have no recourse.

Not only will they stop your MCC account, but may actually even ban YOU from AdWords stopping your income stream for account management. If you are an account manager you should know better than to try to bend the rules.

Have you tried logging in to the individual client accounts using the client usernames and passwords; are they all banned too?

Thank you very much for all your suggestions..

A word of clarification - all accounts (and MCC) are "suspended" which means that we can stil login into them and MCC but no ads are displaing any more.

It is a little misleading, because accounts does not have any information that are suspended, blocked, or penialized, just the ads stopped running and we could not use credit card any more.

So we've transfer the money into bank becouse we thought at first that it's some kind of problem with our credit card. Only after that support informed us that accounts are suspended (which I called 'ban' becouse those accounts are now useless)

We are not spamers and never tried to run ads with gambling, #*$!, pharmacy or anything like that.
Only small, and middle size campaigns (real estate, jobs, shops, etc) and one a bit larger - book store, with about 2000 products.

It was always: 1 client = 1 account, and no campaigns transfering between accounts.
I've alsow never saw any blocked ads by Google on our accounts.

I'm aware of the fact that, as mentioned before it's possible that we've made some mistakes but if so, a simple "Hey, don't do that" or "you should do that this way" from Google would be enought clear sign for us to make corrections.

And now, what should we do?
Open a new account, which also would be blocked?
Continue to commit the same mistakes (of which we are not aware of since google doesn't say us anything?)

So our clients accounts are now suspended (baned, frozen, call it whatever) with money frozen on them and our MCC is also suspended which denies us the opportunity to interact with customers - our business in this regard is suspended, and our customers as well...

Any ideas what else we could do? Continue to write to polish support to get the same answers again?

Regards

ps. This forum is so far the only place where we can count on the assistance

I thank you warmly and sorry for my bad english ;-)

Can AWA help?

I too had my Adwords account so-called "disbled", meaning I can't log in. But my ads are still running 2 days after being disabled?

Email Adwords support but did not get reply yet.

Now, I can't see my daily ad spend and can't change bids, etc. This is ridiculous.

What is AWA?

So far:
- we have wrote at Google Groups (Polish and English) but with no (zero) replies
- we've wrote alsow at adwords-pl@google.com, but getting the same answers all over again (we can suspend account with any reason and don't have to tell you why)
- US telephone support - doesn't have enought information to help and sent us back to adwords-pl@google.com
- Polish telephone support.... well it doesn't exists :/

I'm starting to feel like in third-world country (no offense)...

AWA = Awords Advisor ->

[webmasterworld.com...]

As a general rule, AWA is here to explain things in a general way, and take our feedback back to Google; we're not really supposed to ask or expect him to intervene in individual situations - you can see how that quickly that could get WAY out of control.

Piciu - I'm very sorry for your situation, and I feel your pain, but the bottom line is, the only people who can probably help you are at Google HQ. If Polish Google won't talk to you, you can try explaining that to US Google, but if they won't talk to you either, then I'm afraid you're probably stuck. You can try persisting - sometimes that works - but remember to stay polite and focused, and resist the urge to get too emotional or upset. Just stick to the facts.

It also might help to find someone else to take a look at one or more of your accounts; they might be able to see something you don't, and give you some hints to what is wrong. You'd be much more likely to get your accounts back if you actually can figure out what Google objects to, and can adequately convince them that, whatever it is, it won't happen again. If your campaigns are in Polish, then it would have to be someone fluent in that language, of course.

Good Luck -

[edited by: netmeg at 2:09 pm (utc) on Oct. 21, 2008]

so sad to read it about sir..........

Point noted, nutmeg.

Piciu, you can try Google chat. I did and finally they tell me someone is working on my account and will get back soon. Also my account wasn't disabled. yet I wasn't able to log in.

<snip>

[edited by: buckworks at 5:43 am (utc) on Oct. 23, 2008]

Polish support stopped responding to our emails few days ago but... accounts and MCC started to work! :)

But still no explanation what is/was the problem... so there is a potential danger that suddenly accounts could be suspended again since we don't know what was the reason :/

Thank you again for your help! :)