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We take user safety very seriously, so if an advertiser's actions put our users, Google or our partners at risk, or if an advertiser fails to complete the required verification programs, their accounts may be paused.
Advertisers whose accounts are paused will receive an in-account notification. Bear in mind:
- Paused accounts cannot run ads. If your account has been paused, you can still access your paused account and any associated reports.
- Accounts related to the paused account (for example, accounts using the same payment method) may be paused.
- Merchant Center accounts linked to paused Google Ads accounts may be paused.
- Any new accounts that you try to create may be paused.
Why we pause accounts
Google Ads policies and Terms and Conditions are designed to help create a safe and positive experience for users and advertisers. Accounts may be paused if they don't complete verification programs required by our Google Ads policies, if investigation is required to ensure that there are no violations of these policies or the Terms and Conditions, or if an individual account is linked to a manager account that is in violation of our third-party policy. Review the sections below to learn more.
Pausing because of failure to complete advertiser verification
Advertisers required to complete the advertiser verification program will be notified by an in-account notification and email notification. Your account may be paused if you fail to complete the verification program for one of the reasons described below.
Failure to complete verification within the specified timeframe
Your account will be paused if you don't submit documentation within the 30-day notice period or complete the verification within 30 days.
If you haven't submitted the required documentation, restart the verification program using the link in the email notification. Learn more about tasks required for advertiser verification.
If you submit the required documentation or complete the advertiser verification program within the 30-day timeframe, your account will be unpaused after Google completes the review of your application and successfully verifies your account.
Multiple failed attempts to complete verification
If you try to complete the verification program unsuccessfully through excessive failed attempts, your account will be paused. Requirements for completing the advertiser verification program can be found in our policy.
If you believe this is an error or need further assistance, contact us to appeal the decision. Most appeals are reviewed within 5–7 working days, though some may take longer depending on the complexity of the review. To prevent delays in processing your review, make sure that you include as much detail as possible.
Pausing due to business operations verification
If you are required to complete the business operations verification program, you will be notified by an in-account notification and email notification. Your account may be paused if your business model is unclear and we suspect that your advertising or business practices may cause physical or monetary harm to users. When the verification form is completed, reviewed by Google and deemed to meet the requirements of the verification program, you will be able to resume serving ads as long as they comply with our Google Ads policies.
Temporary pausing for account investigation
We may briefly pause and restrict ad spend on your Google Ads accounts to allow us to conduct an investigation if we identify behaviour that may potentially pose a risk to our users, Google or our partners. Once we determine that the account is safe, your account will be able to serve ads.
Pausing due to link with manager account in violation of third-party policy
We may pause your individual account if it is linked to a manager account that is currently in violation of the third-party policy. To be able to serve ads again, you will need to unlink your individual account from the manager account. If this action is required, you will be notified by an in-account notification and email notification with instructions on how to unlink your individual account.
How to request a refund
If your account was paused and you qualify for a refund, you can always cancel your account and request a refund.