Help. Ads disapproved on Google Ads due to malicious or unwanted software.

Kritz_Villegas
Tourist
3 0 3

I can't seem to determine where the problem is coming from.
Theme, apps. page/s or product page/s?
I checked the source and I'm seeing suspicious iframe codes on the product description section, even those products showing on 'related products'.
But if I check the codes on rich text html editor, it's clean, there's nothing suspicious.

Can someone help me on this, please? The store link is www.unicornchasingrainbows.com
TIA

Nick
Community Moderator
Community Moderator
3500 281 662

Hi Kritz, 

Nick here from Shopify. 

This is very strange for sure. The only way you could have unwanted or malicious software is by adding something customized to your Shopify store. Did you add anything extra by any chance? 

I did some further digging for you and feel this is something to investigate with Google a little more first to find out why exactly your ad is being disapproved. Once you know the exact reason from Google it is much easier to find and address it. Google has a good help document about disapproved ads which you can find here  as well as a help document for their Google ad policies which could help you find the root of the problem here

Google also has a support team which you can reach out to for further help on finding out what exactly could be causing this which you can access here

Hope this helps give direction on your best next steps here and don't hesitate to reach back out to us should you need to at any stage. 

All the best, Nick

Nick | Community Moderator @ Shopify 
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tim
Shopify Expert
2842 113 934

Kritz, yes there are iframes in your descriptions, but those are for your videos. Could they be the reason?

Want to hire me to tweak a theme? Mail me at tairli@yahoo.com!
My post solved your problem? Like it!
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Kritz_Villegas
Tourist
3 0 3

Thanks Nick! I've already sent an email to Google Ads support team.

I realize now it might be due to videos I uploaded to streamable.com and placed on some of the product pages. After some time, there were ads showing on the videos so I replaced them. But... I can't find the original video files so I downloaded the videos from streamable instead and uploaded the videos directly to files on Shopify.

Could it be possible that the videos I have downloaded from streamable were already injected with what seems to be a malicious software? If not... what can I do clean the site?

Kritz_Villegas
Tourist
3 0 3

I think so. I'll try to delete the video files on shopify then reupload the original video files. not the ones downloaded from streamable.com

mariakatosvich
New Member
1 0 1

This has happened to me before. It was a result of some bad links on the site. Basically, just call up google and they should be able to tell you exactly what was causing the error. i just googled and found this resources might be of help to you, i found it quite useful they have explained in details:

https://secure.wphackedhelp.com/blog/google-ads-disapproved-due-to-malware/

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sampan
Shopify Partner
8 0 1

I am facing the same situations right now!

Google ad campaign disproved due to "malicious or unwanted software."  Contacted Google support, the rep told me my case had been escalated and that I would receive clarification.  2 days later (today), I got a response back from the rep saying that our website had been put through manual review, and that our site was compromised.  There was no clarification on where the issue lies - he ended his message with the following:

 

"The shopify site itself has become compromised and cannot be used as a landing page for Google Ads.  Due to this you will need to reach out to shopify to see what can be done about the issues with your store through them."

 

I will undoubtedly continue to push for a better explanation, we obviously never installed any malicious code on our site, but since we are using many 3rd party apps, this may be a possible source of issues?  Can other who have managed to resolve this issue share your experiences?


 

 

 

 

Alen19861010
New Member
1 0 0
Same issue

Started after using Shopify App:
Perfect Audiences

Shopify support should contact them and see what they leave in code after beeing uninstalled.

Alen
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Randymcq
New Member
1 0 0

Help! I'm having the same issue. I created a print on demand website using printify. I uploaded the products. I edited the code to include google's conversion tracking snippet and that's it. Yet my google ads account said that my website has malicious or unwanted software. I have no idea what it could be. My website is so basic and I haven't used any 3rd party apps. Let me know if you know how I can fix this.

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LoveJools
New Member
1 0 1

I've had the same issue and Google told me the malicious code is in my cart page and my digital wallet page. They're straight out of the box so to speak so it's not something I've done. I've since got rid of the product in question, I seem to have gotten more feedback than you guys (image below) but I've no idea to this day why I can't run the ads. I spent a lot of time in 2017 and 2018 trying to run ads and could never get the issues resolved so I gave up, I'm considering leaving Shopify due to this problem.

Ad disapproval.png