This is one of the most dissatisfying customer experiences I’ve had in a long, long time.
I’m managing a website for a customer and they want to have the AdSense program running on their site. Piece of cake I thought… First off I created a new AdSense account for the domain with my customers contact information and linked it to my own Google Account. I used my own Google Account because I didn’t wanted to bother my customer with the technical setup e-mails I expected to arrive. So my thought was to transfer the AdSense account to him at a later stage. BIG MISTAKE! That’s not possible.
But since I hadn’t activated the AdSense account yet – only created it, I thought I could just start over and create a new AdSense account for the same domain and link it directly to my customers Google Account. This was not possible. My customer got an e-mail saying the supplied information was identical with information on a previously created AdSense account linked to the Google Account [xxxxx]@gmail.com. It’s interesting to notice that “[xxxxx]” in this cause was not my own Google Account e-mail address, but actually belonged to a colleague of mine!
Why did Google write that e-mail address to my customer? My colleague had not previously created an AdSense account in my customers name. My colleague does not even have AdSense activated on his Google Account. I on the other hand have both. How did Google come up with his e-mail address instead of mine?
Closing an AdSense account
Anyway. I thought it would be best to close my newly created AdSense account and begin the whole process again. Now how do you close an AdSense account? Officially Google will tell you that if you’d like to remove products from your account, you just have to follow these steps:
- Sign in to your Google Account.
- Visit the My Account page.
- Click the Edit link located next to ‘My products.’
- Select the product you’d like to remove from your account.
The truth is that I’m using 15+ Google products and not one can be removed this way. The only option I have after clicking the Edit link is to close my entire Google Account all together!
Reading the help page again I find that the small print say:
Currently, it’s not possible to remove all products listed on the My Account page. If you’d like to remove a product from your account that isn’t on the My Account page, please visit the Google Help page, where you can find extensive product-specific information.
Ahh… So I just need to find some AdSense specific information about how to close my AdSense account? The hunt continues…
After a lot of searching I find this form: Closing my Google AdSense account. I submit the form, wait and later receive a nice e-mail telling me that they are unable to cancel my account because I currently have “payment holds”. I must admit that I’m not entirely sure what that is, but since I haven’t ever used or earned any money with this account, I didn’t think “payment holds” should be an issue. They tell me, that if I want to give up my rights to get my money (what money?), I must fill out another form almost identical to the one I filled out before. The new form have the same name but the URL is slightly different: It ends with “cancellation” instead of “request_cancellation” and have this extra check box:
Why didn’t they just show be this form to beging with?
Well, after filling out the form I got this e-mail:
Thank you for taking the time to write to us. As per your request, we have
permanently closed your account.
Trying once again
After finally having closed my originally created AdSense account, I tried to start over and once again apply for a new one – this time also making sure to choose my customers Google Account as the one the AdSense account should be tied to.
But now I was told that my customer already had an AdSense account and I therefore couldn’t open a new one. What!? After looking at the e-mail Google had previously send my customer (the one weirdly specifying my colleagues e-mail address), I found that the AdSense account creation process actually had been put on hold and that the only option to get it started again was to delete my own (or my colleagues?) Google Account. There was no apparent way to let Google know that I just canceled the AdSense account “manually”.
Now what? I can’t create a new AdSense account unless I close my own or my colleagues Google account – and I don’t want that! I’ve tried to reply to the e-mail my customer got from Google, asking them to continue the process – but so far no response. And why do they think that my colleague have created an AdSense account using my customers credentials?
Dear Google, please help me!
P.S. Sorry that the first post I write here in a looong time is a rant. But at least I’m getting started ;)