Google Ads - Account Challenges

[Brett Bauer]

Hi Google Ads Team,

I need help sorting out several issues related to the Google Ads API. Following is a very high level summary:

1) Currently, we have a 'Test' Developer token in a 'Production' Manager Account.

• Have been able to use the API token to authenticate
• We need to use a service account to authenticate and manage API functionality
• We have successfully created the service account and can authenticate with google ads api, and we can pull a list using our 'TEST' token, from the endpoint: https://googleads.googleapis.com/v8/customers:listAccessibleCustomers
• However, when trying to make a call from the production account we receive the following error and message:

"error": {

    "code": 403,

    "message": "The caller does not have permission",

    "status": "PERMISSION_DENIED",

    "details": [

      {

        "@type": "type.googleapis.com/google.ads.googleads.v8.errors.GoogleAdsFailure",

        "errors": [

          {

            "errorCode": {

              "authorizationError": "DEVELOPER_TOKEN_NOT_APPROVED"

            },

            "message": "The developer token is not approved. Non-approved developer tokens can only be used with test accounts."

Summary: That gives us the error we need. So at this point we have a production account, a test token and a service account we are able to authorize to make calls.  And, we need one of two things:

• A test account (Manager) with new API and test token, or
• developer token for production account

2) Next Issue:

• In trying to address the above issue, we have done the following:
• Attempt to establish a new manager account for testing purposes - we were able to do this, however, we tried to link billing information (as part of setup) from our production account. This led to account suspension for the manager and subaccounts for "suspicious billing activity". We were finally successful in deleting/closing these accounts yesterday, prior to contacting Google Ads Chat assistance.

3) TEST MANAGER ACCOUNT - we were successfully able to create a Test Manager Account by following the instructions here.

• We were not able to create sub accounts, and noticed later, that the Test Manager Account, had been closed automatically. Most likely related to the suspension mentioned in 2.

4) In reading the instructions for establishing test accounts, it became clear that we had overlooked a small but significant issue - We needed to use "DIFFERENT" emails than the one already used to successfully open the Test Account. 

5) SO, we used a new email to open a Test Manager Account, and Google Ads Account. However, even though we were signed in as a different user, with a different email, there are now 2 pending accounts that are in process, under the primary email. Setup has not been completed, and we are hoping they will go away at some point.

6) We contacted Google Ads chat for assistance with the account issues we were experiencing. Here is the Case ID 2-3789000031799

• Using the new email address, and incognito browser, and working with chat support account assistance, we were able to successfully create a Test Manager Account, however within moments of creation, it was automatically closed by the system.
• We were also able to create at a second TEST MANAGER Account, and this account remains active, however, it is a production account, and not a TEST manager account.
• Despite following instructions from Support, we still created one regular account, and due to the repeating of processes to open accounts, there are Two accounts that are also listed as setup in progress...

Overall Summary:

At this point we need clear guidance or assistance on the following:

1. Either converting the Production  "TEST MANAGER" Account (from 2nd email) to a TEST Manager account, or REACTIVATION of the Actual TEST MANAGER ACCOUNT so we can use it for development purposes with the API.
2. IF there is a way to reactivate the ACTUAL Test Manager account created under the primary email, that would be preferred
3. Assistance in obtaining the Production Token, and that would negate the need for all the extra accounts, and we could use a dedicated sandbox, that we create and control, and use for testing during completion of development, and for testing in production.
4. It might be easier if we use Google Ads Manager API instead of Google Ads API. Eventually we will want access to that as well.

Thank you for your assistance, and let me know if there is any additional information required.

Brett

Please advise as to the best course of Action.

[Google Ads API Forum Advisor]

Hi Brett,

Thank you for reaching out to us and allow me to try and best answer the questions you have presented.

Specific Response:
1) You would need the developer token so as to be able to handle actual account and work with the real data and create campaign and other things with the API.
2) Unfortunately this can happen when creating large amount of accounts and using the same email as you stated. First off you should be able to appeal these and show that you have deleted the accounts in question. To show that you are within line to the policy. If this is not approved, in general these suspensions are short 15 to 30 days usually at most. Biggest issue here is making sure to get your account clear of these and you should be fine. This can also be handled by the Product Support Team , the service reps that you spoke with our even any account managers you might have.
3) This one is a bit more unusual and no idea why the manager account would have been deleted.
4) Yes we would suggest to use different emails. As there should generally be only 1 account to an email.
5)You again this is account related and needs to be brought to the attention of the Product Support Team
6) Again this is all account based, which seems like with everything that has gone on. It needs to take time for the systems to clear each other out and get you back ot the basics that you need. Product Support Team would again be your best path forward.

Overal Responses:
1) We are unable to reactivate a deleted account. Once any account has been fully deleted, it is gone forever.

2) As stated with the previous question we are unable to activate any accounts. Once they are deleted they are gone forever. Like the previous question the only possible action that might be available to you is if the account was just turned off. If so then you would need to contact the Product Support Team as we do not handle this type of things. 

3) We do not handle anything related directly with the account. If you are in the process of creating the developer token or waiting for approval on that we are unable to do more then offer the links to the Quickstarts. Again this would be an area where the Product Support Team can be of more use. As it seems you already have the steps and know how to do this we would not be able to do anything beyond what you already have and know.

4) For this it depends on what you are looking to do or what your long term goals and objectives are.

Regards,

William Pescherine Google Ads API Team

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