Google LSA Ad - Clickbait Violation

[anthonybiondojr]

I think I am running into a bug in Google LSA. I have a client that is a Home Security Pro. We were running LSA ads for months with no issues. In early December we received a notification of a policy violation for Clickbait.

The violation talks about possible sensationalized images or text. Google LSA doesn't allow you to custom text other than the business info or call outs they provide. The images were basic images of security system installations. I think this is a bug and we can't get back in good standing.

I've tried several times to appeal, but I keep going in circles and can not get anyone to help. I called support and they can't even tell me if the policy team received my ticket. All of the help guides refer to Google Ads not Local Service Ads. It feels like an endless circle and my customer is in limbo until Google reviews the account.

Any suggestions would be greatly appreciated.

Thanks,
Anthony

 

[Chris Barnard]

Hi Anthony,

Are the ads still running at all?

It definitely sounds like a PPC violation, as you mentioned. Is there possibly a PPC account under that same CID that could be causing the violation?

I would not submit multiple appeals as that will only delay the process more. The first appeal should be from the initial email you received notifying you of the suspension, and you should have a case ID after submitting that appeal. Use this case ID in all future communications.

To submit an appeal in your Ads account (looks like the PPC dash: https://business.google.com/us/google-ads/#!/)

• In your Google Ads account, you can also click the Contact Us link in the notification at the top of your screen.
• This link will direct you to the appeal form on the right side of your screen.
• While you complete the form, relevant policy information will appear to help you understand the reason for the suspension and the appeal process.

If you select Contact Us again while your appeal is still being processed, your Google Ads account will have an “Appeal pending” status. When your appeal is reviewed, you'll receive an email with the outcome.

You can also try submitting an appeal in the Policy Manager (not in the LSA Policy Manager, go here to login: https://business.google.com/us/google-ads/#!/):

1. Go to Troubleshooting within the Tools
   
   menu .
2. Select Policy manager.
3. On the "Policy issues" tab, select Appeal on the affected ad.
4. Under "Reason for appealing," select Dispute decision or Made changes to comply with policy.
5. Select Submit.

Also, I've never seen or used this form, but it could help if the aforementioned processes prove useless:
You can dispute policy decisions for any unsupported formats and policies using the Disapproved ads and policy questions form.

I hope one of those methods works out for you and your client. I know how frustrating it can be when you have no answers, things appear legit, and support is useless.

My first thought is a PPC account with the same CID causing the issue, but do let us know how this progresses. Maybe someone else here can offer more/better assistance.

 

[anthonybiondojr]

Thanks so much for your reply. Tough part about this is it's Google LSA and not Google Ads. A lot of of their appeal forms will open appeals under the main Google Dashboard instead of the Google LSA interface.

I did go into the main Google Account and checked the troubleshooting section and I do see that there were open appeals there, and they were denied. Most likely because there are no campaigns or ads in the traditional Google Ads account.

In Google LSA Dashboard Policy Manager it is taking me here:
https://support.google.com/google-ads/gethelp?hl=en

It feels like any appeals are going to the main Google Ads team instead of the LSA team.

Thanks,
Anthony

 

[Chris Barnard]

Got it, so there are no PPC campaigns running - or have ran in the past - on that CID. Have you ever submitted an appeal via the LSA Policy Manager - that takes you here? https://support.google.com/google-ads/gethelp?hl=en

Did you submit an appeal via email from the original message you received notifying you of the suspension? Do you have any case ID?

What happens when you click that "view appealed ads" link?