I have been starting to run Google Ads for my new online Shopify store for about a month now. I’ve racked up a small expense, but I figured it would be worth it to get my store generating sales. I woke up yesterday to find out my Google Ads account was suspended for “Circumventing Systems Policy.” This was a real shock to me and I have been researching, pleading, and reviewing every aspect of the policy and comparing it to my site, account, products to no avail.This is extremely harsh and I received no warning and no guidance on how to resolve it. When reading through the policy it states that its an immediate suspension if the violation is “egregious” – a term that I had to look up.
An egregious violation of the Google Ads policies is a violation so serious that it is unlawful or poses significant harm to our users or our digital advertising ecosystem. Egregious violations often reflect that the advertiser’s overall business does not adhere to Google Ads policies or that one violation is so severe that we cannot risk future exposure to our users. Given that egregious violations will result in immediate account suspension, upon detection and without prior warning, we limit these to cases when such action is the only effective method to adequately prevent illegal activity and/or significant user harm.
Now I am really freaking out. I took the day off and put together an appeal document with all of my business information, business license, Federal EIN, Tax ID, all my Google Accounts and email addresses, a photo of my drivers license, a list of all online marketplaces that I do business on, and product/merchandise profile (how the products are sourced etc), as well as my DNS zones, and my HTML meta data/tags.The majority of my products are purchased direct retail, I keep the receipts, and I resell with tags, labels, and unaltered (first sale doctrine). I don’t see any non-compliant items: mostly clothing, collectible figures, plates and dishes, hats. All brand new condition, again with receipts which demonstrate the direct chain of custody (which I uploaded with the appeal).
My products are all listing first in Shopify and then the connected marketplace apps push the inventory out to eBay and Facebook, etc. I use the built in Shopify SEO.
There is an online Google tool that sounds like it should help identify the violation. However, this is what the result is. “Your account is in good standing.”
I don’t use any 3rd party apps outside of Shopify. So I don’t see how I could be circumventing anything in a ‘black hat’ way. I built a list of the potential violations listed in the Circumventing Systems Policy and I wrote out details and attested that I was knowingly violating any of them.
I called into Google Ad support and after a lot of run-around, different answers, and random disconnections, my 3rd call in I spoke with a representative that said the Suspension Team is the only group that can give information out. There is no call in number, no direct email, no scheduled call backs. You must use the online “Red Appeal Button”. I spent 8 hours writing and compiling the appeal, desperately trying to predict what proof or documentation would be needed.
I received a response from Google Ad support today.
“After reviewing your case and taking your feedback into consideration, we’ve confirmed that your account was and still is in violation of our Google Ads policies.”
They don’t specify what item fails the check or is in such an “egregious” violation. There is no advice or guidance. There is no support team to directly talk to. This is so frustrating and I feel like I’m blacklisted as some type of criminal. I list the same products through eBay, Poshmark, Facebook, Instagram, and Pinterest. And I also advertise the products through Facebook Ads with no issue.
At this point I am exhausted, haven’t slept, haven’t eaten, and I’m experiencing high levels of anxiety. I guess I should have a tougher skin but being treated like this from one of the largest online companies is just unbelievable. Sorry for the rant but I hope this information may help someone else that suddenly ends up the same situation.. at least to feel that they are not alone.How do you go about isolating the violation without any information or support from Google? I’m currently unemployed and trying to start a business so that I can get on my feet again. I can’t afford a lawyer or a professional marketing firm to help here.
I would appreciate any constructive advice from the community, excluding the clichÃ© response I see in here, “unfortunately this is permanent and you won’t be able to get the suspension lifted.”
New ads can cause a new site/account review.
And Google does constantly tweak what they look for.
Simply creating new ads most likely triggered this, but the ads themselves won’t be the problem. I took the day off and put together an appeal document with all of my business information, business license, Federal EIN, Tax ID, all my Google Accounts and email addresses, a photo of my drivers license, a list of all online marketplaces that I do business on, and product/merchandise profile (how the products are sourced etc), as well as my DNS zones, and my HTML meta data/tags.
I am so impressed, however the problem with such suspensions is that Google won’t tell you the exact issue, and unless you address the exact issue a suspension is unlikely to be lifted.
It is almost certainly one of the reasons István has mentionedHi
If suspension is about circumventing systems, they you have very limited possibilities, usually none at all.
“If we find violations of this policy, we will suspend your Google Ads accounts upon detection and without prior warning, and you will not be allowed to advertise with us again.” – No guarantee your account will be enabled again.”
hacked websiteusing more than one Google Ads account for your business website (for example if you created a new one from Google My Business account)creating a new ad account (if r had one with suspension, or just have one)You (your business, email account, bank card, account) associated with a suspended account. resending the same ads (or different ads but with same violation) after disapproval of the ads
cause the circumventing system policy violation suspension.
As I wrote you have little chance to get your ad account reinstated, but if you want to appeal, then make a thorough work. Document every steps you made, what you checked, what you changed, and what preemptive measures you created.) Attach this documentation to your appeal. Usually does not work, especially if you already appealed earlier. But sometimes ti works. Be honest, and cooperative.
Read all the related policies.
Start with this:
The following is not allowed:
Engaging in practices that circumvent or interfere with Google’s advertising systems and processes, or attempts to do so.
Cloaking (showing different content to certain users, including Google, than to other users) that aims at or results in interference with Google’s review systems, or hides or attempts to hide non-compliance with Google Ads policies, such as: Redirection to non-compliant contentUsing dynamic DNS to switch page or ad contentManipulating site content or restricting access to so many of your landing pages that it makes it difficult to meaningfully review your ad, site, or account
Note: Cloaking does not include providing content personalization that adds genuine value for certain users, such as different language versions of the same content or different versions of the same content depending on the user’s internet service provider, as long as the offering is still substantially the same, the variation in content is still compliant with Google Ads policies, and Google is able to review a version of the content
Repeated policy violations across any of your accounts, including creating new domains or accounts to post ads that are similar to ads that have been disapproved (for this or any other Google Ads policy)Bypassing enforcement mechanisms and detection by creating variations of ads, domains or content that have been disapproved (for this or any Google Ads policy) or using techniques in text, images, or videos to obfuscate sexually explicit contentAfter a previous suspension decision, attempting to use the Google Ads system again by creating new accounts in order to re enter the systemAbusing Google Ads product features in order to show policy non-compliant content to users and/or gain additional trafficSubmitting false information as part of our verification programs