If you’ve recently encountered issues when attempting to submit an appeal for your suspended Google Ads account, especially when the captcha at the end of the form fails to load, it can be very frustrating. This problem can prevent you from completing your appeal, leaving you unable to address your account suspension. Here’s how to troubleshoot the issue and resolve your suspension effectively.
Understanding the Issue: “Captcha Not Loading”
When you submit an appeal for a Google Ads account suspension, particularly under the Circumventing Systems Policy, you are often asked to verify your identity or demonstrate that you have corrected any violations by filling out a captcha form. The captcha system is used to prevent automated submissions and ensure the appeal request is made by a legitimate user.
If you’re experiencing a permanent spinning captcha that never completes or doesn’t load properly, this issue could be caused by a variety of reasons, including browser settings, network connectivity issues, or technical glitches on Google Ads’ end.
Steps to Resolve the Captcha Issue and Submit Your Appeal
To address the issue with the captcha spinner, follow these steps:
1. Refresh or Reload the Page
Sometimes, the captcha issue may be temporary and can be resolved simply by refreshing the page:
- Press F5 or Ctrl + R (on Windows) or Cmd + R (on Mac) to reload the page.
- Ensure that you are on the correct appeal submission page and that you’re not being redirected to another page unintentionally.
2. Clear Your Browser Cache
Corrupted cache or cookies can cause issues with loading forms, including the captcha. Try clearing your browser’s cache and cookies:
- Go to your browser settings.
- Find the Privacy and Security section and clear your cache and cookies.
- After clearing, restart your browser and try to fill out the appeal form again.
3. Try a Different Browser
The issue may be related to the browser you’re using. Sometimes, certain browsers may not fully support the captcha system, or there may be extensions or plugins interfering with the form submission.
- Switch to a different browser: If you’re using Chrome, try Firefox, Microsoft Edge, or Safari.
- Disable browser extensions: Some extensions (e.g., ad-blockers, privacy extensions) can prevent captchas from loading correctly. Try disabling them temporarily to see if the captcha functions properly.
4. Disable VPN or Proxy
If you are using a VPN or proxy server, this might cause issues with loading Google Ads’ captcha system. Google’s captcha system may detect the VPN as suspicious or incompatible with their verification process.
- Disconnect from the VPN or proxy server and try the appeal form again.
5. Check Your Internet Connection
If your internet connection is slow or unstable, it might cause problems with the captcha loading or completing. Try switching to a more stable internet connection or resetting your router to improve speed.
6. Try Incognito Mode
In some cases, browser settings or cache can interfere with form submissions. To bypass these, try using Incognito Mode (or Private Browsing):
- Open an Incognito Window in your browser and navigate to the appeal form.
- This mode prevents the browser from using cached data and stored cookies, giving you a fresh session.
7. Use a Mobile Device
If the issue persists on your computer, you can attempt to complete the form using a mobile device. Open the appeal form on your smartphone or tablet and see if the captcha loads correctly there.
What to Do if the Captcha Still Doesn’t Work
If you’ve tried all of the above troubleshooting steps and are still unable to submit your appeal due to the persistent captcha issue, you can:
1. Contact Google Ads Support
If you are unable to submit the appeal form, you can contact Google Ads support for help. Provide them with the details of the issue, including:
- A description of the problem with the captcha spinner.
- Your account ID and the reason your account was suspended (Circumventing Systems Policy).
- The troubleshooting steps you’ve taken so far.
You can reach Google Ads support through the following channels:
- Phone support: Google Ads provides a phone number for live support, which can be found in your Google Ads account or the Help Center.
- Email support: Use the contact options in the Help Center to send an email to their support team.
- Chat support: If available in your region, you can use chat support for real-time assistance.
2. Submit a Support Ticket
If direct support isn’t immediately available, you can submit a support ticket through the Google Ads Help Center. Be sure to include all the relevant information:
- A description of the issue.
- The steps you’ve taken to try to resolve the problem.
- A request to either manually submit your appeal or resolve the captcha issue.
3. Wait for the Issue to Be Resolved
Sometimes, technical glitches or server issues may cause captcha problems, and Google Ads may need time to address the issue. In such cases, it might be a matter of waiting for the system to be fixed on their end. Keep an eye on any updates from Google Ads regarding your appeal.
How to Avoid Future Suspension Issues
To prevent future suspensions related to the Circumventing Systems Policy, ensure the following:
- Comply with Google Ads Policies: Review all the Google Ads Policies, especially the Circumventing Systems Policy, to ensure that your ad content, campaigns, and account practices align with Google’s rules.
- Verify your account regularly: Keep your billing and payment information up-to-date and ensure all your account details are accurate.
- Avoid system loopholes: Don’t attempt to exploit loopholes or circumvent Google’s ad review system, as this is a direct violation of their policies.
Conclusion
If you’re unable to submit an appeal for your suspended Google Ads account due to the captcha spinner issue, follow the troubleshooting steps above to resolve the problem. If the issue persists, contact Google Ads support for assistance. Once the issue is resolved, be sure to carefully review your account to avoid future suspensions, particularly under the Circumventing Systems Policy. Taking proactive steps to follow Google’s guidelines will help keep your account in good standing and allow you to resume your advertising campaigns.