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Thursday, February 15, 2007

AdWords Continuing to Deliver (and Charge) Paused Campaigns

There's a thread going in DP where an AdWords user has reported that despite the pausing of his campaigns they continue to accrue impressions, clicks and charges.

"I paused the campaign at 3:43 PM yesterday. According to my stats I only received 25 impressions yesterday 0 clicks. Today I checked my account and have been charged for over 3000 impressions that supposedly happened today, BUT my campaign had been paused for more than 17 hours!!! "

A new member has also just posted in thread indicating the same is happening to him (or her).

"Glad to see it's not just me.I have 2 campaign's that have been paused since 12th February and are still racking up about $15 to $20 per day in clicks! (seems to be ignoring daily budget as well)"

The original poster has received a response from AdWords support and they acknowledge the problem. I'd suggest double checking your paused accounts and notifying AdWords support if it appears this issue is effecting any of your paused campaigns.

"Thank you for your email. I'm sorry to hear that you've had trouble with your Google AdWords campaign. I understand your paused campaigns are accruing clicks and impressions. Our engineers are currently working to solve the problem and hope to reach a resolution shortly. We appreciate you for your patience.

Once this issue has been resolved by the engineers, please be assured that any applicable credits will be automatically processed."

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7 Comments:

At 10:58 AM, Anonymous Kai said...

I actually deleted a paused campaign a few days ago, because it continued to deliver and charge. I figured that this was the safest way to stop it from doing this.

I hope that we are not going to have similar problems with paused keywords, sites and ads.

 
At 4:55 PM, Blogger Webtrack said...

I paused my campaigns and google continued to show huge traffic ono the content network. The charged my credit card over $1500 for these clicks that I did not request and are now refusing to refund the charges, offering instead to credit the amounts to my Google account. If they are acknowledging that I did not request the clicks how can they not refund me the money - I would never spend that much in a week on any campaign. This is outrageous! What can I do - anyone else having thsi problem?

 
At 4:58 PM, Blogger Jeremy Mayes said...

wow, I'm surprised they just won't issue a credit to your card.

Did they admit your campaign was properly stopped but they kept delivering anyway?

 
At 5:02 PM, Blogger Webtrack said...

Yes, I have emails from them apologizing, they said its a technical issue - high priority and my account would be credited automatically when the issue is resolved. After I spoke to a supervisor and she refused to refund my card they have maid my campaign history unavailable online! This is horrible

 
At 5:04 PM, Blogger Jeremy Mayes said...

"After I spoke to a supervisor and she refused to refund my card they have maid my campaign history unavailable online!"

Wow, I've never heard of anything like that happening. I'd call back and escalate the request. If what you're saying is true there's no excuse for it.

 
At 5:08 PM, Blogger Webtrack said...

OK I rechecked my account and the history is now available - maybe it was offline while they examined it.

I cant believe they are doing this - I have disputed all charges with my credit card company but I don't know what to do next.

 
At 5:14 PM, Blogger Jeremy Mayes said...

The best resolution probably is with your cc company right now.

That said, I don't think I'd give up in the Google front either. I know lots of people who have received refunds (not credits) when things like this happen.

I would be happy to do a post about your situation here on PPC Discussions but would need to be given temporary manager access to your account to verify your timeline in your account history. Not that I have a lot of readers here but it could help get your problem out in the open and maybe that would help expedite the resolution.

If you're interested in following that path shoot me an e-mail ( info@ppcdiscussions.com ) with the subject line "webtrack" and we'll take it from there. If not, that's ok too & I wish you the best of luck in getting the issue resolved.

Jeremy

 

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