A month ago I activated my google ads account and linked my Shopify store to it.
A couple of days later I received an email from Google saying that my whole account has been suspended.
Since then I reviewed their terms and conditions again and made all the other changes that I thought were needed and submitted a review.
After a month I finally received a reply from google support only to say that the account is still in violation and may be beyond fix.
Note: The reviews on my website are taken from my Esty store: https://www.etsy.com/shop/AlphaGlow
(which I explained an provided proof in my review application)
This is the website in question: https://www.alphaglow.net
Landing page: https://www.alphaglow.net/collections/all-products
Here are my questions:
1. Can someone spot anything that might be against Google terms ?
2. Do you think that the issue is more related to the type of product that I am selling ? (which are genuine, made by myself and ship directly from my business)
3. I cant understand why they would say "and may be beyond fix". Does this mean that I am already being punished for not complying with all their terms or that the issue is something that can not be rectified like the type of product that I am selling.
I would really appreciate someone who would take the time to give me a reply. Thanks so much
Here is the email that I received from them:
Solved! Go to the solution
So many users, not just on Shopify, are having similar issues with their Merchant Accounts and Adwords Accounts being suspended.
I created a new Shopify Store two weeks ago, setup Google Adwords display and search that were running fine. I then added the Google Shopping Channel to Shopify, created a Merchant Account and another Adwords Account for the Shopping Ads. I read through all of Googles Policies submitted the product feed for approval and then all products were disapproved and my account suspended.
I reread policies, have made changes to the Merchant Account and my website, resubmitted for approval, and still suspended but now in a cool down mode. I spoke with a Google Adwords Specialist but they were no help. Submitted a form for a manual review. Another specialist reached out through email and asked me to connect the Google Adwords display and search account (that was working perfectly) to my merchant account and now that is suspended and now getting 50 less visitors today compared to yesterday because am getting no clicks.
In all my reading on the internet about these issues, Google will not give any specific reason to anyone why their accounts are suspended or disapproved, only to read through the policies over and over again. I have made sure my site has all contact info, policies are clear, products are clear, no promotions that are misrepresenting, added Google Categories to the product feed and made sure everything else that I could think of is identified and completed properly.
Very frustrating. Even though I have spent thousands and thousands of dollars over the years, they are not any help with this issue. Interesting how when you create a new Adwords Account they contact you and want to help you out to increase your spend with them, but with this issue they do nothing concrete.
Adding Microsoft Advertising (used to be Bing) and Pinterest Ads to help generate some traffic in the meantime. But Google is the main search engine to drive traffic.
Anyway, good luck. Would be nice to hear some positive resolutions from others having this issue.
This is an accepted solution.
You can not list reviews you did not collect via your website. Remove all reviews your website did not collect. This is considered a serious trust issue. Make sure your reviews are real, and collected by yourself (ie: on your website). Importing reviews, or creating fake reviews is not allowed. Policy: https://support.google.com/merchants/answer/6098512
When they say it may be beyond fixing, may indicate a very serious issue and I would avoid requesting reviews if you have not completely gone the extra mile to resolve all issues. To resolve issues, you need to read all policies.
There could be many reasons, I recommend having a look at the following policies:
The most common issues are:
Not adding full contact details page linked from the footer (email, phone number, address, contact form): https://support.google.com/merchants/answer/6363310?hl=en
Not having a valid checkout: https://support.google.com/merchants/answer/9158778?hl=en
Selling products that are not allowed: https://support.google.com/merchants/answer/6150006
Selling products that are not stocked: https://support.google.com/merchants/answer/6150127#:~:text=Unavailable%20promotions
Not adding any added content, and simply copy-pasting other sites
Having multiple websites in the same niche
Not being honest with what you sell or how you portray the business
Having a low trust factor or no track record of order fullfilment
You can ask Google for specific examples of policy violation. To do so ask here and check the box, I need more info : https://support.google.com/merchants/contact/suspended
Hope this helps.
Thanks for your reply.
I understand your frustration!
I still can't understand how they wont give a clear indication on what the actual issue is so that it can be easily resolved, when they claim to have properly reviewed the website and found issues themselves.
Going through all their terms & conditions and trying to figure out what it could be when not even knowing if the account can be re-activated is extremely time consuming and feels very unfair.
Like you said, when first starting with Adwords you get the feeling that they really want to acquire you as a customer by sending you their promotions, trying to get you to increase ad spend etc.. and after a couple of days the account is suspended and basically no actual support is offered. It feels like some kind of joke.
Years back I too have spent thousands on advertising with Adwords and we're still treated like we aren't worth the time for customer support to actually offer support.
I'm going to try go through all their terms and conditions again, make more changes in the hope that I'll get a reply in a month with some good news.
All the best of luck with your account too and happy holidays !
Thanks and Regards,
Hi @EmmanuelFlossie ,
Thanks for taking the time to reply.
Regarding the reviews. That must have been one of the big issues then, thanks for clarifying. I have now removed them.
Got it. I'll definitely be more careful before requesting my next review.
I'm going to try go through all their terms and conditions again, make more changes in the hope that I'll get some good news.
This helps alot too ! "You can ask Google for specific examples of policy violation. To do so ask here and check the box, I need more info : https://support.google.com/merchants/contact/suspended"
Didn't know that one.
All the best & happy holidays Emmanuel.
Thanks again !
So, we have had this same Shopify account for years and we recently changed the account over to a different domain and selling a totally different product.
We use the Mile High Theme Galleria and had a section on the home page that had reviews that we had gathered from our old site. While we did not keep the reviews displaying on the home page for this new site, I did hide that section so it would not display.
A couple of days ago I deleted the hidden section, just in case there was still some kind of residual code in the theme.liquid. Do you think that this could have been the cause for the Google Account to be suspended?
I have gone over all of the policies and made various changes to website (adding USD to price, making sure all contact information is correct, removing code from old Shopify apps that had old product reviews). Not sure what could be left. But obviously it's something as account is still suspended and in cool down until January 7th.
In Google Merchant Center under Business Information, if we list a Mailing Address here, instead of a physical business address, is this grounds for misrepresentation? Even though on our website we indicate that it is a mailing address?
Thanks for your help and insight. I really appreciate it.
As you are already suspended, you need to go the extra mile. Be as transparent as possible and provide a trust worthy business.
Make sure the business address matches, ie the business of operation.