Updated September 2026: This is a historical Google Ads case study involving three different policy issues: malicious software, unreliable claims and trademark use. The original client case is preserved as a case study, but the recovery guidance below reflects Google’s current 2026 policy structure. These violations should not be treated as one generic suspension reason because their enforcement and fixes differ.
Case-study context
The client came to us after receiving multiple Google Ads policy issues affecting the account and ads. The important lesson from the case was not “submit more appeals”; it was to separate each violation, fix the underlying website/ad problem, document the changes and only then request review.
1. Malicious Software: the highest-risk issue in this case
Google currently classifies intentional distribution of malicious software under Abusing the ad network as an egregious policy violation. This can lead to account suspension without prior warning. A website security issue therefore needs to be treated as a technical incident first, not merely an ad-copy problem.
What to check
- Malware, injected scripts, malicious redirects and compromised plugins/themes.
- Third-party scripts and download links.
- Server files and database injections.
- Unexpected redirects on mobile, specific countries or referral traffic.
- Google Search Console/security warnings and hosting logs.
Recovery workflow
- Take the site offline or isolate the affected area if users are at risk.
- Clean the infection and remove the vulnerable entry point.
- Update CMS/core/plugins/themes and rotate credentials.
- Scan again from multiple devices/locations.
- Confirm the final URLs no longer expose malicious behavior.
- Submit a detailed appeal only after the site is clean.
2. Unreliable Claims
Unreliable Claims sits under Google’s Misrepresentation policy. Google does not allow inaccurate claims or improbable outcomes presented as the likely result a user should expect. Current policy guidance says this category generally receives warning before suspension rather than immediate suspension.
What we would review in 2026
- Guaranteed results or “100% success” language.
- Health, finance, earnings or performance claims without evidence.
- Testimonials presented as typical results when they are exceptional.
- Before/after or outcome framing that implies certainty.
- Missing limitations, eligibility or important terms.
The fix is to rewrite claims so they are accurate, substantiated and representative—not simply to add a disclaimer underneath an exaggerated promise.
3. Trademark restrictions
Trademark policy is different again. Google generally allows trademarks as keywords, and can allow use in ads in certain reseller/informational contexts. Restrictions are more likely when a trademark is used in ad text by a direct competitor or in a confusing, deceptive or misleading way. Trademark violations generally do not cause immediate suspension without warning.
Trademark checklist
- Confirm whether the trademark is in the ad text, keyword or landing page.
- Make reseller/affiliate status clear.
- Do not imply brand authorization you do not have.
- Ensure the landing page genuinely offers or discusses the trademarked product/service.
- Respond to the exact restriction rather than removing every brand keyword blindly.
Why repeated appeals are a bad recovery strategy
An appeal should describe the root cause, exact changes made and evidence that the issue is resolved. Repeatedly submitting the same account without meaningful changes can make the process slower and less credible.
What this historical case teaches in 2026
- Separate every policy violation.
- Prioritize user-safety/security issues first.
- Fix the website before rewriting ads when the destination is the cause.
- Remove or substantiate risky claims.
- Handle trademark use according to context rather than assumptions.
- Document everything before appeal.
For broader suspension recovery, see the Google Ads Suspension Guide. For unreliable claims specifically, use the Unreliable Claims 2026 guide.