Use Google Ads and you think you would ever stay spare from the problems with the account, that is simply impossible.
Using Google Ads for the business, such critical issues can easily die down the whole business.
We wish you do not ever have such an issue in your whole business life but when you do, you need immediate help.
This is what our client did — making contact with us to extensively help their account to come out of the issues and reinstate back to business.
This whole Google Ads suspension case study circles around the issues triggered by malicious software, unreliable claims, and trademarks.
See the severity of them; these issues are too critical to even handle but the account was restored and the suspension was lifted successfully.
We will open up in all details, so stay with us.
Google Ads Suspension Case Study: Malicious Software/Unreliable claims/TradeMark Issues
Our interaction starts when the client reaches out to us in haste expressing the issues. Their way of the message was too disappointing for us because we know how severe the issue is and the clients feel trembling and helpless.
Such suspension issues may leave anyone hopeless, and that is natural to lose control.
But what we did exactly for that client is what we will detail out through this exclusive case study.
How Client Reached to Us
The client contacted us through WhatsApp expressing the issues the Google Ads team had sent out to him.
Outline of the Issues The Client Was Facing
Three issues that he was facing all fall under ‘Ads Policy Violation’ triggered by the Google Ads team.
● Malicious Software that is installed/available on the site
● Unreliable Claim
● Trademark used in Ad Text
Violating Google Ads policies in any way possible is a very sensitive issue because Google is extremely strict against such violations and it does not care about the ad account, budget, and history. It straightway suspends the account(s) without any second thought which can definitely create a hassle for the people/businesses who are relying upon winning the business using Google Ads. Similarly, maintaining a vigilant approach to website security is equally critical. This vigilance is paramount in preserving your online reputation and user trust.
Why Website Security Matters
- Preserving Trust: Just as policy violations can lead to suspension and disruption of services, lapses in website security can erode the trust that users place in a digital platform. When users feel secure, their loyalty increases.
- Protecting Reputation: A secure website not only safeguards sensitive user data but also shields the business from the reputational damage associated with security breaches.
- Avoiding Disruptions: Continuous monitoring and updating of security protocols can prevent potential threats that might disrupt the smooth operation of online services, much like adherence to Google Ads policies ensures uninterrupted ad campaigns.
By paralleling the strictness of Google’s policy enforcement with the necessity for stringent website security measures, businesses can better understand the overarching importance of meticulousness in all aspects of their online presence. Remember, both areas require constant attention and proactive management to ensure both operational continuity and the maintenance of trust and reputation.
It straightway suspends the account(s) without any second thought which can definitely create a hassle for the people/businesses who are relying upon winning the business using Google Ads.
The Google Ads Account was not Suspended at All (at that very point!)
Yes, that is correct — the client was still able to log in to the account without any trouble. And the good thing was, he was still able to run the ads.
And still, he was using the Google Ads account where he was continuously creating new ads even after the notice sent from the Google Ads team.
What Actions Did the Client Take on His End before Coming to Us
In the act of desperation, he was lodging the series of appeals to try removing the notice from his Google account.
We also directed him to stop lodging the appeals to avoid falling under its spam radar. The one-time appeal is more than enough to Google and repeatedly contacting them for the same issue can be harmful to your main account.
What We Suggested to the Client
Upon knowing he can still use the account without any problem, we immediately advised halting creating the new ads because proceeding with the creation of the ads and then repeating the same mistake(s) that actually had triggered the violation notice, the further act could lead to the obvious account suspension.
So it was (the account) running on the notice period and was not hit with the suspension as of now. This was the prime time to stop using the account any further to converse from getting the suspension hit.
If the account goes into suspension, this is going to take a lot of hassle, a lot of time, and a lot of patience to go back and forth with the Google Ads team to sort things out.
Still, as you know this particular Google Ads account was not suspended, it still took a lot of time to sort everything in good order (we will mention on the later stage of this full-fledged Google Ads case study.)
The Actions We Took to Remove Google Ads Violation Issue
This is where we started with the whole process of removing the Google Ads privacy violation issue.
Appeal
We had lodged three appeals to Google for three different purposes.
And the purposes involve;
- Malicious Software
- Unreliable Claims
- Trademark used in Ad Text
Crafting an Effective Appeal Template for a Google Ads Review Request
When requesting a review from Google after a suspension, creating a clear, concise, and thorough appeal template is crucial. Here’s a guide to what your appeal should include:
Opening Statement
Begin the appeal with a polite and direct statement addressing your request.
Example: Dear Google Safe Browsing Team,
Reference the Issue
Specify the notification details and the issue identified by Google, including the domain and the date of the notification.
Example: I am writing regarding the notice of detecting social engineering content and the resultant suspension of advertisements on our website [your domain] dated [notification date]. We appreciate Google’s diligence in identifying these concerns.
Express Your Commitment to Security
Convey your dedication to maintaining a secure online presence and your proactive approach to resolving these issues.
Example: At Company Name, we prioritize the security of our visitors. Following a comprehensive site review, we identified the recent website changes that led to this matter and took immediate corrective actions.
Provide Detailed Documentation
Include a link to a document (e.g., a Google Doc) detailing the steps taken to rectify the issue, secure your website, and prevent future occurrences.
Example: We have documented our actions to enhance website security in a detailed report available here: [Link to Google Doc Report].
Explain the Problem
Summarize the identified problem(s) based on extensive analysis.
Example: After analyzing the website’s code, advertisements, pop-ups, and third-party links, we identified [specific issue] as the root cause.
List Corrective Measures
Detail the corrective actions taken to address each problem, including specific page names and URLs.
Example: We have removed malicious code from the following pages:
- [Page Name and URL]
- [Page Name and URL]
Pop-ups, ads, and harmful links leading to malicious pages have also been removed from these locations:
- [Page Name and URL]
- [Page Name and URL]
Request for Review
Politely ask for a reevaluation and express confidence in the steps taken to resolve the issue.
Example: We are committed to adhering to Google’s guidelines going forward. Kindly reconsider the status of our website. We are confident that, upon reevaluation, no issues will be found.
Closing Statement
End the appeal with a courteous remark, and provide your contact information.
Example: Thank you for your prompt attention to our request. We look forward to a positive update soon.
Best regards,
[Your Name]
[Your Position]
[Your Contact Information]
By following this structure, you ensure that your appeal is well-organized, addresses all necessary points, and demonstrates your commitment to resolving the issue and maintaining website security.
Steps We Took to Remove Malicious Activity Off the Site
● We linked his account to our Google Partner MCC, and for that, the Customer ID of his account was the only one required.
● We then analyzed (me and my team) first analyzed the websites using different tools.
We also used Google Search Console to look at the reported errors, sniffing through ‘Manual actions’ and ‘Security issues’ to detect the availability of malicious activity on the site.
There was the link mentioned in the email coming from Google Team, they consider it as an unsafe external link that was redirecting to another external site caused by the developer and was actually an unintentional mistake from the site owner. The site owner was not aware of the link’s presence at all.
Preventative Measures to Secure Your Google Ads
In addition to the specific steps we took to remove malicious activity, it’s crucial to adopt preventative measures to ensure your Google ads remain unaffected by malicious or unwanted software. Here are some essential steps:
- Regularly Scan Your Website:
- Conduct routine security scans to detect and remove any malware or malicious code. Utilize reputable website security tools or services to maintain a secure environment.
- Update Software and Plugins:
- Ensure your website’s CMS, plugins, themes, and any third-party software are always up to date. Developers frequently release updates to patch security vulnerabilities, so staying current is vital.
- Adhere to Google Policies:
- Familiarize yourself with Google Ads policies and ensure your ad campaigns and landing pages comply with these guidelines. Being in line with Google’s rules is essential to avoid ad disapprovals and maintain a compliant advertising environment.
- Secure Hosting:
- Choose a reputable hosting provider that prioritizes security and offers essential features to protect your website from attacks. A secure hosting environment can significantly reduce the risk of malicious activity.
- Implement HTTPS:
- Secure your website with HTTPS to encrypt data transmission, enhancing both user security and trust. This step is critical not only for protecting your visitors but also for improving your website’s ranking in Google’s search results.
Combining Reactive and Proactive Approaches
By combining the reactive steps we took to remove malicious activity from the site with these proactive preventative measures, you can create a robust defense against threats. Regular maintenance, compliance with policies, and advanced security protocols will significantly reduce the likelihood of malicious software affecting your Google ads. This dual approach ensures a safe and secure online presence for your business, contributing to a more reliable and trustworthy user experience.
Website Audit
Steps We Took to Remove Malicious Activity Off the Site:
● We linked his account to our Google Partner MCC, and for that, the Customer ID of his account was the only one required.
● We then analyzed (me and my team) first analyzed the websites using different tools.
We also used Google Search Console to look at the reported errors, sniffing through ‘Manual actions’ and ‘Security issues’ to detect the availability of malicious activity on the site.
There was the link mentioned in the email coming from Google Team, they consider it as an unsafe external link that was redirecting to another external site caused by the developer and was actually an unintentional mistake from the site owner. The site owner was not aware of the link’s presence at all.
What is Malicious Software?
Malicious software, also known as malware, is any software or mobile application that intentionally causes harm to a computer, mobile device, the software it operates on, or the users of that device. Malware exhibits harmful behavior, which can encompass actions such as installing software without the user’s consent and introducing destructive viruses. Sometimes, webmasters might not realize that files offered for download on their websites are actually considered malware. This can inadvertently lead to the hosting of harmful software binaries.
● Malicious software can be caused using the nulled theme (crack version), nulled plugins, pirated applications/software, the site being hacked due to plugins or password breach, or it is just the false error from Google. In either case, it needs a manual review of the overall site to detect the presence of malicious software.
In either case, it needs a manual review of the overall site to detect the presence of malicious software. We audited the whole website and emailed it back to Google after we were satisfied the site seems clean, the pages that were created in the past weeks and there is no longer any malicious activity with the explanation. In return, we had an email received from Google Team as the site looks clean and is now unblocked in our system. It will take 72 hours to re-index your website and then you can freely advertise.
● This whole process took around 10 to 12 days with the delay and such but finally, the site was cleared from the Malicious Software issue.
Reasons for Google Ads Disapproval Due to Malicious Software
In order to prevent future issues, it’s crucial to understand the various reasons why Google might disapprove your ads due to malicious or unwanted software, including:
- Malicious Code or Custom Scripts: If Google detects malware on your website or landing pages or discovers custom scripts referencing malicious domains or code, it will immediately suspend your ads.
- Bundled Software without Consent: Google strictly prohibits ads that attempt to include additional software for download without the user’s consent, and such ads will result in disapproval.
- Redirects to Malicious Content: Your ad may face disapproval if custom scripts on your landing page redirect users to malicious websites.
- Automatic Downloads: Google requires software downloads to commence only after user consent via a download button click. Automatic downloads on your landing page without user consent are unacceptable.
- Requesting Sensitive Information: Ads requesting sensitive information like Social Security Numbers or bank account details on your landing page will likely be disapproved.
- Unclear Software Identification: Ads using terms like “Download” or “Play” without specifying the software being advertised will be rejected.
- Malicious Redirects: If your ad misleads users by resembling a legitimate website and promising video playback but instead leads to a software download, it will be disapproved.
- Malware or Embedded Code in Images: Google may flag images known to contain malicious elements or embedded code.
- Unauthorized Changes: Making changes to a user’s browser, permission levels, or system without proper consent is not tolerated in Google Ads and will lead to ad disapproval.
- Difficult-to-Uninstall Software: If software downloaded from your landing page is identified as having complex menus or being impossible to uninstall without third-party tools, your ad will be disapproved.
By understanding and addressing these potential pitfalls, you can significantly reduce the likelihood of your ads being disapproved and ensure a smoother advertising experience.Steps Tackling the Unreliable Claims;
Unreliable claims are something that is part of either your Ad title, description, or the landing pages claiming the unrealistic claims/guarantees.
Strategy
This naturally is unacceptable and can send you some exciting and worrisome vibes upon knowing such claims in real life.
And that is the reason, Google takes severely seriously reviewing such ads claiming such unrealistic claims.
The example of unreliable claims such as;
● I am the #1 Sales Person in the U.S.A. << Totally Unreliable Claim
● You are Going to Lose 10KG with This Medicine in 10 Days << Another example for Unreliable Claim
● Earn US$1,000 A Day Using this Acute Method OR If You Are Not Able to Earn $1,000 a Day Following This Method << Both are the Unreliable Claims’ example
So, our detailed back and forth with Google Team and the Advertise on this particular Unclaim Issue to make the situation feasible for both and this issue was also successfully resolved.
Tackling the Trademark Issue
Misunderstanding by Google : After Manual Review
The ‘Trademark Use in Ad Text’ was not actually a trademarked term, it was basically a misunderstanding that we sorted out successfully after a detailed overview. This was all sorted due to the help of our staff being constant in touch with our Dedicated Google Ads Rep to sort the issue.
Remaining Checklist to Ensure that Website is free of All Ad disapprovals by Google
I also recommend some other general tweaking to ensure that your website doesnt get caught by Google algorithm for any potential virus/unwanted software or any other ad disapproval reason by :
Google Search Console
Ensure that your Google Search Console is free of all errors and there is nothing being highlighted on Google Search Console.
Choose a Secure Hosting Provider
Selecting a secure hosting provider is crucial for several reasons. First and foremost, a secure hosting environment protects your website from cyber-attacks, which can compromise sensitive customer data and harm your reputation.
Moreover, reputable hosting providers offer essential security features such as firewalls, malware detection, and SSL certificates. These features act as a protective shield against potential threats, ensuring your site remains safe and operational.
A secure host also guarantees regular software updates and backups. This minimizes downtime and ensures that your website can quickly recover from any issues. In essence, investing in a secure hosting provider not only safeguards your site but also builds trust with your visitors, ultimately supporting your business’s growth and success.
How Long it Took to Remove All these Issues?
Whooping 30 to 40 days. The slow response time was the major culprit for the delay. But yes, you have to be extra patient to deal with these issues. Things may take time and when it does, do not panic.
Update : We have optimised the process to get these issues sorted in less then 10 days.
Also Read :
Google Ads Account Suspensions
Google Ads Account suspended for Suspicious payments.
Frequently Asked Questions on Google Ads Disapprovals
Top Reasons Google Might Disapprove Your Ad Due to Malicious Software
If you’re running Google Ads, it’s crucial to adhere to their policies to avoid ad disapproval. Here are some key reasons why Google might flag and disapprove your ad due to malicious software:
- Detection of Malware: Google will immediately suspend your ads if any malware is found on your website or landing pages. Custom scripts that reference malicious domains or harmful code are also red flags.
- Bundled Software Without User Consent: Google prohibits ads that attempt to include additional software for download without explicit user consent. Any ad pushing bundled software installs without informing the user will be disapproved.
- Malicious Redirects: Custom scripts on your landing page that redirect users to harmful websites will lead to ad disapproval. Ensuring your site only redirects to safe and legitimate destinations is crucial.
- Automatic Download Triggers: Google requires that any software downloads from your landing page only start after the user clicks a download button. Automatic downloads without user consent are strictly prohibited.
- Requesting Sensitive Information: Ads asking for sensitive data like Social Security Numbers or bank account details directly from your landing page are a surefire way to get disapproved.
- Unclear Software Identification: Ads that use vague terms like “Download” or “Play” without clearly specifying what software is being advertised will be rejected. Clarity is key in your messaging.
- Misleading Redirects: Misleading users by mimicking legitimate websites and promising content such as video playback but redirecting them to software downloads will lead to disapproval.
- Malicious Elements in Images: Images containing known malicious elements or embedded harmful code will flag your ad for rejection.
- Unauthorized Browser or System Changes: Altering a user’s browser settings, permission levels, or system configurations without proper user consent is a violation of Google’s policies.
- Difficult-to-Uninstall Software: If the software from your landing page is identified as difficult to uninstall or requires third-party tools for removal, your ad will not be approved.
Ensuring compliance with these guidelines can help you maintain an active and successful Google Ads campaign without interruptions.
How to Request Google to Reconsider the Status of Your Website
Dear Google Safe Browsing Team,
I hope this message finds you well. This communication concerns the recent notification about social engineering content detected on our website [domain name] on [date], which has led to the suspension of our advertisements.
At [Company Name], safeguarding our visitors is paramount. After conducting an in-depth review, we’ve pinpointed the recent website modifications as the cause. Immediate corrective actions have been taken to resolve these issues.
We’ve created a detailed Google Doc report outlining the measures implemented to enhance our website’s security. You can review the report here: [Insert Link to Google Doc Report].
Problem Identification:
Through a thorough analysis of our website’s code, advertisements, pop-ups, and third-party links, we determined that [specific reason] was the primary culprit.
Corrective Actions Undertaken:
- Removed all malicious code from the following pages:
- [Page Name and URL]
- [Page Name and URL]
- [Page Name and URL]
- [Page Name and URL]
- Eradicated harmful pop-ups, ads, and third-party links from:
- [Page Name and URL]
Request for Reevaluation:
We are committed to maintaining compliance with Google’s guidelines moving forward. Given the comprehensive steps we have taken, we kindly request a reevaluation of our website’s status. We are confident that it now adheres to all necessary security standards.
Thank you for your prompt attention to this matter. We look forward to your favorable response.
Best regards,
[Your Name]
[Your Position]
[Your Contact Information]
What actions should you list in the Google Doc report to show that you have corrected the issue?
This revised structure not only directly answers how to request Google to reconsider the website’s status but also clearly outlines the problem, actions taken, and the request for reevaluation.
To demonstrate that the issue has been resolved, make sure to document the following actions in the Google Doc report:
- Specify the exact locations where malicious code was found and subsequently removed. Include both the page names and URLs for clarity.
- Detail the removal of pop-ups, ads, and links that redirected users to harmful pages. Mention the specific pages affected and the URLs involved.
By clearly outlining these steps, you’ll provide transparent evidence of the corrective measures taken.
How can you contact Google Ads support to address a suspension or ads disapproval?
To address a Google Ads suspension, there are two main ways to get in touch with their support team.
- Navigating through the platform:
- Log into your Google Ads account.
- Click on the “Help” button located in the top navigation bar.
- From the drop-down menu, select “Contact Us” at the bottom.
- Calling their support line:
- Reach out via the toll-free number listed on their official website: 1-866-2GOOGLE (1-866-246-6453).
These options can connect you with a representative who can assist in explaining the suspension and guide you through the resolution process. (You can also HIRE ME and we have a dedicated Manager to get it resolved as I have a Google Partner Company)
Steps to Take if Your Google Ads Account is Suspended Due to Potential Malware Issues
Facing a suspension of your Google Ads account due to potential malware can be frustrating, but there are effective steps you can take to resolve the situation. Here’s what you should do:
- Identify and Understand the Issue: First, thoroughly review the notification from Google to understand the specific issue. Look for any details about the suspected malware and associated violations. This will help in addressing the exact problem rather than making random guesses.
- Check Google Ads Policies: Visit the Google Ads help center to review their policies. This will give you a clear understanding of what might have triggered the suspension.
- Contact Google Ads Support: Reach out to Google Ads for further clarification. You have two primary ways to do this:
- Navigate to the top menu in your Google Ads account, click on the “Help” button, and select “Contact Us.”
- Alternatively, call Google Ads support directly using their toll-free number: 1-866-2GOOGLE (1-866-246-6453).
- Conduct a Thorough Security Review: Scan your website for malware using trusted security tools. Remove any malicious code or content that could be causing the issue. This step is crucial in ensuring your site complies with Google’s safety standards.
- Correct the Issues: After identifying and eliminating potential malware, make necessary updates to your website’s security protocols. This might include updating software, changing passwords, or implementing additional security measures to prevent future issues.
- Prepare a Review Request: Once you’ve resolved the issues, submit a review request to Google. You can use a structured template like the one below to make this process smoother:
Dear Google Safe Browsing Team, I am writing in reference to the notification regarding the detection of malware on our website [domain name] on [date], leading to the suspension of our Google Ads account. We take the security of our visitors very seriously at {Company Name} and have conducted a comprehensive review to identify and remove the malware. To prevent future issues, we have implemented additional security measures. We kindly request that you review our account and reinstate our ads after confirming our compliance with Google’s policies. Thank you for your attention to this matter. Sincerely, [Your Name]
By following these steps diligently, you enhance the chances of a swift resolution and reinstatement of your Google Ads account.
Requesting a Google Ads Review After Cleaning Your Website of Malware
After ensuring your website is free from malware, the next crucial step is to request a reevaluation from Google Ads. Here’s a detailed guide on how to do it:
- Sign In to Google Ads: Begin by logging into your Google Ads account.
- Access ‘Ads & Extensions’: Navigate to the menu and click on the ‘Ads & Extensions’ tab.
- Select the Disapproved Ad: Find the ad that was disapproved due to the malware issue and select it.
- Request a Review: Click the ‘Request review’ button. Google will then reassess your website for compliance.
By following these steps, you’ll initiate the review process, and Google will conduct a new evaluation of your site. Ensure your site remains clean throughout the review to avoid further disapprovals.
Your Thoughts on this Google Ads Ad Disapproval Case Study
Now that concludes the Google Ads Disapproval Case Study: Malicious Software/Unreliable claims/TradeMark issues right here; the resolution may take a lot of time, money, and patience to sort things in good in such cases.
We believe the Google Ads account is the need of time. Due to the Corona situation, the digital revolution has sparked the bigger competition rage in the world, so the Google Ads account is the absolute winner here.
Those with a good budget can get them good business in no time if used properly.
Such issues are the clear turn-offs, so it is always advised to use it with care and along with the right practices to never get your account in trouble.
Now to you; share your thoughts, questions, and concerns regarding this case study. I would be happy to answer all with my best knowledge. 🙂
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Get Your Google Ads Disapproved Solved for ✅ Compromised/Malicious/Circumventing/Misleading/Unreliable Claims 👉
