Since you’re interested in reading this, you may well be aware that getting serious help from Google Ads support isn’t easy.
You’ll reach the limits of what the support reps can offer pretty quickly. Sometimes with a little persistence you can stretch those limits; sometimes not…
But there is a lot you get out of Google Ads support if you take the right routes, so here’s a guide to your options and best way to approach them.
How to Get Help with Google Ads
Here’s the standard route…. (open the image for clickable links)
For Technical Google Ads IssuesIf you have an issue that definitely needs action or answers from Google internally, the usual route is to go through the contact form at: https://support.google.com/google-ads/gethelp
Or – for a more convenient route to the same process – click on ‘Get help’ in your account…
You’ll be asked to choose which options best describe your issue, and will then be given a selection of contact methods based on your answers (and when/where you’re submitting the form).
You usually get the most options (live chat, email and call) if you choose ‘other’ at the last step.
Then choose ‘call’ for the best chance of immediate help… or log a ticket by email if you’re more interested in keeping a paper trail.
Industries Requiring Certification
To run ads at all in certain industries, you need to get certified. There are specific forms to fill in for each industry.
Here are the forms for the most common:
Healthcare products and services certification:
Competitors Flaunting the Rules?
If you have a direct contact at Google, unsurprisingly, more things become ‘technically possible’…
The criteria for having a dedicated rep assigned to you change frequently, but the bar is pretty high.
Again these systems and thresholds change frequently… but I have it on very good authority that if a campaign has a budget of €6K per day, then your rep can get you on the fast track for ad approvals…
If like me you work with various different agencies and direct clients, you may have different reps assigned for different accounts (and other accounts with no assigned contact).
These contacts are a LOT more helpful than the general support reps – though as with any kind of support, it depends on who you get.
I’ve often managed to get help from them not directly related to the account for which they’re assigned, so if you do have access to a direct contact, treat them as a valuable resource (I mean… a person first, obviously – but also a valuable resource!).
For General Issues / Questions
Choose a friendly one like (ehem…) PPC Lounge (<–my one).