Billing and payment suspensions

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Below are the commonly seen reasons that your account gets suspended due to Billing and Payment issues:

  • Unpaid balance: If your account has one or more unpaid balances, it may be temporarily suspended. Make a payment or learn how to resolve a declined payment.
  • Suspicious payment activity: If we detect suspicious or unauthorised payment activity on your account, we may restrict how much the account can spend or suspend the account.
  • Requesting a refund: If you instruct your bank or credit card company to reverse a charge that was paid against a legitimate Google Ads balance (also known as requesting a refund), your account may be suspended.
  • Promotional code abuse: If you attempt to sell promotional codes or use more than one promotional code on an account, the account may be suspended. For more information, see the country-specific terms and conditions for promotional codes.
If you decide to appeal your account suspension, we may ask you to verify recent payment activity or changes made to your Google Ads account.

Billing and payment appeals information

Payment verification in account suspension appeals

Before processing your Google Ads account suspension appeal for Billing and Payment suspensions, you may be asked to verify your payment method within 30 days.

While general emails about your suspension appeal and verification will occur through Google Ads, you’ll receive updates on your verification via Google Payments (payments-noreply@google.com).

After your identity/payment method is successfully verified, your appeal will be sent for review. You’ll receive follow-up emails from Google Ads about the status of your suspension appeal.

About verification

What info you may be asked to provide

To complete verification, you may be asked to verify each payment method. To do so, you can request a verification code.

If code-based verification is unavailable, you may be asked to submit documents to verify the following information:

  • Legal name
  • The name used on your Payments profile
  • Address
  • Date of birth
  • An image of your government ID
  • A proof of address
  • An image of your payment method

How we use your information

Google uses the information that you provide to:

  • Verify your payment method
  • Protect against fraud and abuse
  • Improve verification services for Google products

Your verified information, like name and address, is stored with your Google Account. You can manage your verified info at payments.google.com.

When applicable, the information that you submit is treated in accordance with the Google Privacy Policy and the Google Payments Privacy Notice.

How to complete verification

To verify your information, you may need to submit documents or request a code.

  1. You’ll receive an email from Google Ads if you need to verify your payment method.
  2. Sign in to your Google Ads account.
  3. Click Complete Payment Verification on the right-hand panel.
  4. When asked to request a verification code or upload documentation, follow the instructions below for each request.
  5. Repeat above steps for each payment method that must be verified.
  6. After all verifications are complete, your suspension appeal will be sent for review. You’ll receive email updates from Google Ads after the review is complete.

Request a verification code

  1. Click Get code.
  2. Go to your payment method issuer’s website and sign in to your account.
  3. In your transaction history, find a temporary charge of less than $1.95 USD called 'GOOGLE'. The verification code is the last 6 digits following 'GOOGLE'.
    • The amount of the temporary charge varies by the type of currency.
    • You should get the code right away, but it can take up to 7 days.
    • Tip: The charge or hold on your account is temporary. Charges are refunded within 30 days.
  4. Return to your Google Ads account.
  5. Enter the 6-digit code.
  6. Click Verify.

Upload documents

To verify your payment method, find the verification request in the right-hand panel of your Google Ads account. To find a list of accepted documents and instructions, use the link in the verification request.

Make sure that your documents:

  • Use the same full name in all documents that you submit
  • Are updated and not expired
  • Are legible

Make sure that the image you upload:

  • Is an image of a document and nothing else
  • Is legible
  • Is in colour, not black and white
  • Doesn’t have blur, glare or dim light
  • Shows all 4 corners of the full document

Tips:

  • Make sure that your name, address and payment info are up to date in your Google Ads account.
  • After you submit your documents, verification may take a few days.

Fix issues with verification

Fix issues with verification codes and temporary holds

Learn how to fix issues when you try to verify payment methods with a verification code.

Fix issues with document verification

To resolve the issue:

  • If you receive an email or get an error message: Follow the instructions in the message.
  • If you need help from our team to help resolve the issue: We’ll contact you after we review your info.

Failed verification:

If you failed verification, you'll receive an email shortly after the decision. To appeal the decision, follow the instructions in the email.

 

Billing and payment suspensions FAQs

Are there any other violations that can lead to an account suspension?

Yes. Violations of any Google Ads policy, or Terms & Conditions can lead to an account suspension. Refer to Google Ads account suspensions overview to learn about other account suspension reasons.

How will an advertiser be notified of a suspension?

Advertisers whose accounts are suspended will receive an in-account notification and an email notification. The email notification will identify all violations the advertiser has been suspended for and a link to submit an appeal.

Can an account suspension be appealed?

Yes. If you believe there's been an error, and that you haven't violated our policies, submit an appeal.

Can a suspended advertiser set up or use other accounts?

No. Accounts related to the suspended account (for example, accounts using the same email or payment method, or accounts linked to the same manager account) will be suspended. We take the safety of users seriously. Advertiser actions that put our users, Google or our partners at risk will be banned from using Google Ads. In addition, any new accounts that the advertiser tries to create will be suspended.

Can an advertiser access their suspended accounts?

Suspended accounts cannot run any ads. However, advertisers can still access their suspended accounts and any associated reports.

How many times can advertisers appeal their account suspension status?

We highly recommend that you appeal the account suspension status only when you have made appropriate changes to comply with our policies and the account is ready for a re-review. If you file too many appeals for the same account suspension, we may not process them to ensure the overall stability of our systems operations. Submitting one appeal at a time ensures timely response and review.

If we have indications that you are misusing our appeals function, we will suspend processing of certain appeals for 7 days.

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