Google Support India: Crores Spent, Zero Help

liamcopy

i never call out brands publicly. but two weeks of being ghosted changes things.

we're a 20-year-old company. Spent an absolute fortune on Google Ads. and right now, our campaigns are paused.

not because we did something wrong.

because Google's support system completely failed us.

Here's what happened:

Our main ad account - linked to our office ID - had access revoked. around the same time, there was suspicious activity on the account. We reached out to support immediately.

That was two weeks ago.

what followed was a nightmare.

First contact? Automated emails. Then an one-hour hold on the phone, followed by a dropped call. message: "Our team will call you back." They never did.

when we finally got through, we were told to update to admin access. We tried. Didn't work.

every time we call back - new agent, zero context. we explain everything from scratch. every time, a new solution. every time, a dead end.

the only consistent response? "You'll receive an email update shortly." No email ever arrives.

meanwhile:

Ads are paused
Leads are dropping daily
Hundreds of thousands in monthly spend sits idle
We have all the documentation - billing records, ownership proof, authorisation - and we're still stuck

We employ over 500 people. Livelihoods depend on these campaigns. This isn't a minor inconvenience. it's a serious business disruption caused by inaccessible, unaccountable support.

google, you built a platform businesses depend on. Your support needs to match that responsibility.

To the community - I need help:

Has anyone faced similar account access issues?
How did you resolve it?
Is there a faster way to escalate within Google Ads support?
Any direct contacts at Google India?

any guidance would mean a lot right now. Please share if you know someone who can help.

ctrjunkie

Crores spent and they still leave you on hold for an hour. some premium customer service that is, right?

olivia-roas

google support is equally terrible when you're managing serious spend. the reps are lovely people, but they can't actually solve anything or explain what's happening. Had one decent experience-an Indian rep who untangled some inherited billing nightmare. But overall, Google drops the ball on a lot of things, and support is no different. Sorry you're stuck with this mess.

noahcontent

Not sure why you're struggling, but my workflow works every time: request a callback during business hours, ask for a specialist, and have your MCC ID ready. That's it.

prpro

feel your pain... Not had that but I can imagine it's a blooming nightmare! Post how you resolved it in the thread to help others get out of similar situations!

ctrjunkie

Ugh, the Google Ads support nightmare is real. Spent absolutely ridiculous amounts on ad accounts and still get the runaround.

I feel you on the frustration. Been through that kind of standup hell too - different context, same energy drain. Posting about it on LinkedIn might feel cathartic in the moment, but honestly? It never actually moves the needle with decision makers. They're not scrolling comments for feedback.

miaaffiliate

spent over a crore and still getting treated like a small fry? yeah, that sounds about right. google's support is a joke once you're past the initial handholding phase.

Here's the only real workaround that's actually worked for me and a few colleagues: if you've got an agency rep assigned, don't ignore them just because they're generally useless. Used to work as a rep handling big accounts, and those reps have a direct line to internal support channels. they can take your ticket ID and escalate it straight to a lead who will actually assign a single human to your case. Without that, you're just shouting into a bot-filled void.

if the rep sits on it, hit them with a firm email referencing the spend level and the time already wasted. That usually lights a fire under them because their own metrics depend on keeping accounts like yours happy. took me three weeks to get a phantom charge corrected once, but after that email it was sorted in 48 hours.

not saying it's fair you have to jump through hoops when you're dropping that kind of cash, but it's the only method that consistently gets results

masoncollab

I managed to get someone's account restored recently-very similar situation. If you're stuck, drop me a message and I'll see what I can do.

liamcopy

You want daily updates? I'll give you daily updates.

"Still waiting. Still broken. Still nothing from support."

Same script, different day.

Honestly, I'm tempted to take this to X and LinkedIn too. maybe a little public shaming will actually get someone's attention. it's crores we're talking about. Not pocket change.

The higher-ups don't get it. They sit there thinking "escalate" means something. It doesn't. Not when the support team is just a wall of copy-paste responses.

Let me know if the rant works. Might try it myself.

prpro

That's frustrating, especially with the spend you're putting in. Sometimes these issues trace back to mismatched billing details-like the payment card not matching the company name. Worth double-checking if anything changed on the finance side recently. Hope you get it sorted soon.