What should I reply to this Email, I am an SEO, I have no idea how to deal with LSA suspension

[pawan.gill]

My client got this email from Google that their LSA account is suspended, this is the exact wording, can someone help me please

Your account has been suspended due to violation of our "Account Policies - Circumvention and System Interference". You can learn more about those policies here

In order to process your appeal, we will need you to provide us with a statement explaining why you believe your account was suspended in error, or the steps you are taking to rectify the issue and any information you believe is relevant to this matter. Please note that we cannot process your appeal without this information.

Once we have received this information, we will be able to review your appeal and make a decision.

Google may suspend an account because of serious or repeat violations. When this happens, all ads and other commercial content in the suspended Local Services Ads account will stop running, and Google may not accept advertising or commercial content from this business or organization. Related accounts may also be suspended and new accounts may get automatically suspended upon setup. Learn more about suspended accounts here.

Thank you for your cooperation.

 

[Chris Barnard]

Hi,

Yeah, that sucks, sorry to hear it. The lack of reasoning/communication is ridiculous. But tell your client not to panic or take any action before taking stock of their account(s), and everything/everyone attached to them.

Did you click that Policy Manager link, if so, what does it say?

Does your client also run PPC ads?
Are their insurance and licensing (if applicable) docs verified and free of issues?
How about their payment methods?
How about the GBP associated with the LSA account, any issues there or is it suspended?

Circumventing Systems is usually triggered by one of these (and more) - on the PPC side of things:

• Having or being associated with multiple Google Ads accounts
• An account or website hack
• Using a domain previously used in another Google account
• Cloaking
• Affiliate marketing
• Using a VPN

Any of these sound possible?

I'd run down all of these questions with your client, repeatedly, to start. In my experience, it's usually either something they did (unknowingly or not) or they were hacked. You'll need to have a pretty good idea of what happened before contacting support, to prevent more frustration and wasted time.

Google Ads support probably won't share the cause, and you'll need to be tactful in your communications to them to prevent further frustration like canned responses, repeated messages, irrelevant suggestions...etc.