RE: [google-admob-ads-sdk] urgent: severe admob account discrepancies post play console app transfer - support inaccessible, critically low match rate (high requests/no ads), low ecpm, and apps undetected by troubleshooter

[Mobile Ads SDK Forum Advisor]

Hi Tariq,

Thank you for contacting the Mobile Ads SDK support team.

Kindly note that I have removed your response from the forum as it contains the PII information.

Please note that this support channel can only best assist you with regards to Google Mobile Ads SDK implementation and technical issues.

Based on the AdMob app ID that you shared, the best way to get more information about your issue is the AdMob Help Center. You can also utilize the AdMob Communities for additional support. 

If you have any questions about usage of the Google Mobile Ads SDK, please feel free to reach out. 
 

Find below your response with redacted information.

Dear Google AdMob/AdSense Support Team and Community,

I am writing to seek urgent assistance regarding multiple critical and persistent issues with my Google AdMob account, which have been ongoing for over two months now. Despite extensive troubleshooting and thorough checks on my end, I am unable to resolve these discrepancies or even establish direct communication with support.

Crucially, approximately 10 days ago, I transferred my apps from a personal Google Play Console account to a business Google Play Console account. Both accounts are under the same Google email ID, and no other changes were made except for the transfer of the apps themselves. I strongly suspect this transfer might be the underlying cause of many of the issues detailed below, particularly those related to app detection and ad serving.

Here are the persistent and severe problems I am currently facing:

1. Inability to Contact AdMob Support:
   • For over two months, I have been repeatedly trying to send an email to AdMob support.
   • Each time I attempt to send an email through the support interface, I receive a generic "Something went wrong" error message, completely preventing any communication I have diligently attempted various troubleshooting steps, including clearing browser cache/cookies, using different browsers (Chrome, Firefox), and even incognito mode, but the issue persists across all attempts.
2. AdMob Troubleshooter Misidentification of Apps:
   • When I run the official "AdMob ads not showing troubleshooter" to diagnose potential ad serving issues, it perplexingly states: "No apps on your account." 

• And subsequently, it displays: "We've completed our checkup of your AdMob account and it looks good! However, it appears that you haven't set up an app or your app isn't ready to serve ads yet." 

This is entirely incorrect and highly concerning. I have 2 active apps associated with my AdMob account, and they are currently serving ads. This indicates a significant and deep-seated internal data inconsistency within my AdMob account, strongly pointing to the Play Console transfer as a potential cause.

1. Critically Low Match Rate, Ads Not Showing Despite High Requests, and Extremely Low eCPM:
   • My apps are generating a high volume of ad requests (e.g., 1.1M requests in 28 days), indicating active users.
   • However, ads are simply not showing for the vast majority of these requests. My match rate is alarmingly low (e.g., 6.11% in 28 days, with a -87.80% decline), which is the direct reason for ads not being served
   • This results in an extremely low number of actual impressions (only 23.3K in 28 days) despite the high requests.
   • Consequently, my effective Cost Per Mille (eCPM) is consistently very low, currently at $0.89, and has seen a significant decline of 21.51% This severely impacts my overall earnings and makes monetization unfeasible.
2. User Demographics from High-Value Countries:
   • My user base includes a significant number of active users from Tier 1 countries like the United States (1,107 users), United Kingdom (495 users), Australia (362 users), and Germany (215 users), among others 
   • Given this demographic, the current eCPM of $0.89 and especially the 6.23% match rate are unusually and unacceptably low, reinforcing the belief that there's a fundamental issue with AdMob's ability to monetize my traffic.
3. No Policy Violations Found:
   • Crucially, I have thoroughly checked my AdMob Policy Center, and it clearly states: "No current issues. You don't have any current issues that stop or limit ad serving in your apps. Keep up the good work!" (screenshot attached:
   • I have also meticulously checked my linked email account's inbox and spam folders, but there are no policy violation notices from Google AdMob. This confirms that my account is not under any official policy suspension or restriction. There is an old informational warning from September 18, 2024, regarding manual eCPMs, but it is clearly not a policy violation (screenshot attached: 

Conclusion & Urgent Request for Help:

The combination of these critical issues – complete inability to contact support, incorrect troubleshooter diagnostics (apps undetected), persistently low eCPM with high ad requests but critically low match rate, all potentially stemming from the recent Google Play Console app transfer, and yet no declared policy violations – strongly suggests a deep-rooted technical malfunction or an unannounced account limitation from Google's side.

I am extremely distry this prolonged situation, as my monetization performance is severely impacted, and I have absolutely no means to communicate with the AdMob support team directly. I kindly request urgent assistance from Google AdMob/AdSense representatives or experienced community members to investigate this matter thoroughly and swiftly.

Please help me understand what is happening with my account and, more importantly, how I can get these critical issues resolved so I can resume proper monetization of my apps.

AdMob Publisher ID: *********************

Thanks,
 

Mobile Ads SDK Team

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[2025-07-02 14:30:59Z GMT] This message is in relation to case "ref:!00D1U01174p.!500Ht01rgy9Z:ref" (ADR-00316733)