I have a campaign with USD$2000 to USD$3000 daily budget, and it is running fine for a few days. Then it just ceased to work. No Disapproved ad, no warning message, no nothing. When I go to Ad Diagnose, it show that "Daily Budget Exceeded", which in fact it is not, as it is only an hour passed the daily reset. It usually take about 18 hours to get close to my dailt budget. I wrote Google, well, a few times since I am not getting any response. Even get lucky and manage to chat (via the Support Page, now no longer available) to one of the Support Personnel. However, no real answer, except that the problem is being re-directed to Specialists. Well, after some time, I am offer a few explanation: 1. My campaign is under review - without any warning? Not even a message on the first page. I have to find out only when my landing page stop getting hit; and under Ad Diagnose, I get the "Exceed Daily Limit" 2. (another email from different person) Need me to fax in my Credit Card - Okay, I immediately fax in my credit card information (front/back), and the campaign resume Well, after 2 or 3 days, the campaign just paused again. Again, I repeat the step above. This time I even call the number starting with 1866-. Well, sure enough, my problem is being redicted to specialist. After a few hour, I search Ad Diagnose again, this time, instead of the "Exceed Daily Limit" message, I got the message that "Search Term not in Campaign". I checked, and the keywords is there using keyword search. No disapproved Ad, Budget is un-used, etc. Now the Ad has been paused for more than 24 hours. I have setup Overture and contacted FastClick. I wonder what is the problem? AdWords support team make it as if my Credit Card is not clean - and I have even call the bank to make sure it is alright. My Questions: 1. How long Google take to review a campaign (if it actually doing it...since I have different replys/reasons from different emails...) 2. What could be wrong with my account? Thanks if you have any idea!
Sounds like an issue(s) that will best be solved with Google directly. If I had to guess, which is all I can do, I'd say there's an issue with your credit card/bank.
Yeah, could very well be your bank telling google that the authorization can't be accepted. Sometimes, your bank will hold charges on a card if the same amount comes across more than once in a given period. My stupid Suntrust card calls me every week to verify the same 5 or 6 transactions.
Thanks for your reply. But the new qeustion is - How do I deal with Google "directly"? I have try email and phone, unless I can get to a specific someone, I will be getting canned response.
You haven't gotten a phone number for them? If you spend over $100/day (for several months in a row), you usually get a phone number to call them. They are actually pretty helpful over the phone. I don't think I have the # anymore, but I'll try to dig it up.
JUST have this 5 minutes ago... Well, the credit card has been fax in twice, they have even un-paused it once after getting it...should I do it again? I think yes. Our AdWords Specialists have recently received your request to establish a Google AdWords account. Unfortunately, we are having difficulty linking your AdWords account to the credit/debit card that you provided during the account set-up process. We need to complete the linking process in order to display your ads. To complete the activation of your account, please follow these steps: 1. Photocopy the front and back of the credit/debit card you used to set up your account. For security purposes, please black out the first 12 digits of your card number, leaving only the last 4 digits visible. 2. Fax this information to (650)649-2955, attention 'Account Verification/ Elvira.' Alternatively, you may scan the photocopy of your card and attach it to a direct reply to this email. 3. When contacting us, please be sure to include the Google AdWords Customer ID shown above. To ensure prompt display of your ads, please contact us at your earliest convenience. As soon as we have verified your account information, your ads will begin running. If we have not heard from you in five business days, we will discontinue your account. We look forward to providing you with the most effective advertising available.
I have called them multiple times...the only number I have is 1866 246 6453. I will be happy if you can send me an alternative number!
Sounds like they don't value your business very much...Spending that much money per day, you would think you would get a very personal response the second you email them. I bet there are many companies that would love to have your business. Brandon
At least I wish Google offer more visual clue/explanation as to what actually happen. This is the same feeling when I got my first bounced cheque, and when I call the bank, the officer just tell me that "Refer to Issuer". They could have been more helpful to tell me that actually there is insufficient fund in client's account, or the client has reported the cheque as lost, or something. "Refer to Issuer", what an answer.
That is an invasion of the issuer's privacy. Google can disclose whatever they want about their own company. They definitely owe you an explanation and apology. Brandon
Ok, Ad Campaigns resume after about 55 hours...however, there are no valid reason given from Google...Is this how they treat the customer? I might not be their big customers compare to their revenue, but I am still a customer nevertheless...~sign.
It is this kind of crap with companies that really burns my butt. I had the same type of thing happen a year ago on a $15,000 a day account with a major oil company. I looked like a fool when I had to report to the local board that "we'll google is not being very helpful"... because of this google lost out on over $300,000 worth of revenue form the oil company. We went with another PPC. True Story! I told google the name of the oil company(one of the top 3) and they still would not get the problem solved.... just a bunch of canned email replies and round-robin phone calls. The dammest thing I ever seen...
You set up a 15K/day AdWords account using a credit card? Typically at that level you're just getting invoiced - no credit card needed. Also, you should have had a semi-dedicated account rep who you could contact with any problems.
Yes it is called a "expense account" the bank knew the charges were coming. We did not want to be invoiced. We needed it to be charged(reward points) . It was a small campaign run from a local recruitment office for oil field workers, set to run for 20 days. Google DID NOT give us an account yep, no contact number when we we ask for one.... nothing Like I said "the dammest thing I ever seen"... After we told them that we are going to pass is when we got a phone number a week latter. This only happen once...... and we used them after they got there s*it together but still..... at the time it was not funny at all. Elray
I agree, and that's why this whole thing sounds like BS... someone spending that much sure wouldn't be needing to send emails like any average Joe, he would have a rep to get in touch with.
And if you don't get your own rep, shame on you for not asking. That's the kind of thing you ask about BEFORE you authorize someone to charge 15K a day on your card. BTW, you could have opened the account with the invoice option, then paid the invoice with the credit card. Not saying this didn't happen, just saying you can't put all the blame on Google for your lack of due dillegence in setting things up.