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Resolving a Suspended Google Ads Account for “Suspicious Payment”

Having your Google Ads account suspended for “suspicious payment” can be frustrating, especially when you’ve used your primary payment method and are unable to verify outdated debit cards. This issue requires a careful and systematic approach to resolve. Below are steps to help you address the suspension and work toward reinstating your account.

Step 1: Understand the Suspension

Google suspends accounts for “suspicious payment” if they detect irregularities with the payment method used. This could be due to:

  • A flagged or declined transaction by your bank.
  • Use of a payment method that doesn’t meet Google’s criteria for verification.
  • Past issues with billing accounts linked to your current Google Ads account.

Since your primary payment method was charged, it’s likely a verification issue rather than outright fraud. Resolving this requires verifying your payment method or resolving discrepancies with Google.

Step 2: Contact Your Bank

Before taking further action with Google, contact the bank or card issuer for the payment method you used. Ask them to confirm:

  1. If the payment to Google Ads was processed successfully.
  2. If there were any flags, holds, or declined transactions that might have triggered Google’s system to label it as suspicious.
  3. If your bank can provide documentation proving the legitimacy of the payment.

Having this information will strengthen your case when contacting Google.

Step 3: Appeal the Suspension

Although you’ve already tried appealing, try submitting a new appeal with the following approach:

  1. Access the Correct Appeal Form:
    • Use Google’s Payment-Related Suspension Appeal Form (search for the specific form if not already provided in earlier communications).
  2. Provide Clear Documentation:
    • Include proof of payment from your bank or card issuer. This should show the successful transaction to Google Ads.
    • If possible, attach a screenshot of your billing statement showing the charge.
  3. Explain the Issue in Detail:
    • Clearly state that your primary payment method was used and charged successfully.
    • Mention that you no longer have access to the outdated cards Google is requesting for verification.
    • Request that Google verify your account using the current payment method instead.
  4. Emphasize Your Compliance:
    • Highlight your willingness to resolve the issue and your long-standing use of the platform without prior issues.

Step 4: Use Google Ads Support Channels

  1. Chat Support:
    • If available in your region, use the live chat option to connect with a Google Ads representative. Live agents are often more responsive and can escalate the matter to a relevant team.
  2. Call Support:
    • Contact Google Ads Support directly via phone if available. Clearly explain your situation and provide any documentation requested.
  3. Follow-Up on Emails:
    • If your initial emails received automated responses, send a follow-up email with new details or attachments to escalate the matter. Use the subject line to emphasize urgency, e.g., “Urgent: Payment Verified, Request for Suspension Reassessment.”

Step 5: Update Your Payment Method

While waiting for resolution, update your Google Ads account with a new, valid payment method:

  1. Log in to your Google Ads account (if accessible) and navigate to Billing & Payments.
  2. Add a secondary payment method (credit card, PayPal, or bank account) if possible.
  3. Set the new payment method as the primary one to avoid further issues with the outdated card.

If you cannot access your account due to suspension, include this information in your appeal, requesting access for the sole purpose of updating payment details.

Step 6: Escalate if Necessary

If your suspension is not resolved after multiple attempts, consider escalating the issue:

  1. Reach Out to Google Ads Forums:
    • Post your issue on the Google Ads Community Forum, where experienced users and moderators can offer guidance or escalate your case internally.
  2. Leverage Social Media:
    • Reach out to @GoogleAds on Twitter or other official social media handles. Clearly and politely describe your issue, mentioning the unresolved suspension and your attempts to resolve it.

Step 7: Dispute the Charge with Your Bank (If Necessary)

If Google Ads continues to withhold account access despite charging your payment method, consider disputing the charge with your bank or card issuer. Provide documentation of your suspension and proof that the service was not rendered. This should be a last resort, as it may complicate your relationship with Google.

Tips to Prevent Future Suspensions

  1. Keep Payment Methods Up-to-Date:
    • Regularly update your Google Ads account with valid and accessible payment methods.
  2. Monitor Account Activity:
    • Keep an eye on your billing and payment history to address any issues before they escalate.
  3. Verify with Google Early:
    • If Google requests verification for any reason, act promptly to avoid suspension.

Conclusion

Resolving a “suspicious payment” suspension in Google Ads requires persistence and thorough communication. By verifying your payment with your bank, submitting a detailed appeal, and using multiple support channels, you can work toward reinstating your account. Stay patient, and focus on providing all necessary documentation to demonstrate your compliance and resolve the issue efficiently.

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