ReferenceGoogle Ads disapproval
Third-party consumer technical support
Google does not allow ads that promote technical help for consumer technology from third-party providers. That covers troubleshooting, repair, software installation, password resets and similar services. Selling consumer technology is allowed, and so is support provided only to businesses. Remove the support wording from the ad and the landing page, then edit the ad and check its status.
At a glance
- Where it shows
- The Status column on the Ads & assets page, as Disapproved under this policy.
- What stops
- The ad stops serving. Repeated violations can lead to suspension.
- How serious
- Low on its own. Google warns at least 7 days before any account suspension.
What it means
The policy restricts ads for technical help with consumer technology or online services offered by third parties. That covers troubleshooting, repairs and installations, whether the help is delivered online or in person.
The page lists data recovery, security, virus removal, booting, internet connectivity, account recovery, password resets, login support, installations, maintenance, hardware repair, software installation, and aggregators or comparison sites for technical support.
What actually triggers it
A device store that also sells repair
Hardware repair and software installation are named in the policy. A store that sells devices and also offers repair can have the repair line disapproved when the ad or landing page promotes that service.
A comparison site for tech help
Aggregators and comparison sites for technical support are in scope, even when they do not provide the help themselves.
Password or login recovery for a consumer product
Password resets and login help are on the list. A service that promises to recover an account for a consumer falls under the rule.
Fix it in this order
- Remove or revise any mention of repair services, hardware repairs, software installation or technical support in the ad and the landing page.
- Make sure the About Us page or the business description states the services the business offers. The page names this as part of the fix.
- In Google Ads, go to Ads under the Campaigns menu, hover over the ad or asset, select Edit, make the change and select Save.
- Check the Status column on the Ads & assets page. Re-review typically takes 24 to 48 hours.
When to appeal
Appeal the policy decision from the account if you believe it was an error, and say which service the ad actually offers. Support provided only to businesses is an exception on the page, so it is a fair basis for an appeal. The page does not describe a certification route.
Often confused with
Also a software rule, but about promoting free downloads. A site can break both, and each rule needs its own fix.