Skip to main content
Ad Account Rescue

Google suspended our clinic for "Unacceptable business practices"

The notice
Unacceptable business practices
On this page

Google suspended the account because it concluded that the business behind the ads hides or misrepresents who it is, what it offers, or whether it is qualified to offer it. For healthcare advertisers, two of Google's examples carry the most weight: offering services without "the right licenses or qualifications", and misrepresenting services "that could put people's health or safety at risk". It is an egregious policy, so there was no warning, and Google says accounts "are only reinstated in compelling circumstances, and when there is good reason". Fix anything Google could read as misleading, gather proof of your licenses and partnerships, complete advertiser verification if asked, and file one thorough appeal.

While you rebuild the account, Curve Compliance makes sure the tracking side is solid. Curve replaces browser pixels with HIPAA-compliant, server-side conversion tracking to Google Ads, Meta Conversions API, TikTok, Microsoft and LinkedIn, detects PHI-like patterns before data reaches an ad platform, and signs a BAA on every plan. Curve's team does the setup for you, typically live in about a week. Book a call with Curve.

What Google means by unacceptable business practices

"Scamming people by hiding or misrepresenting info about your business, products or services isn't allowed." Google spells out that you can't:

  • "Make it seem like you're affiliated with another brand, organization or government entity when you're not"
  • "Offer products or services that you don't have or can't deliver, including not having the right licenses or qualifications"
  • "Lie about services that could put people's health or safety at risk, like pretending to provide medical help when you don't"
  • "Impersonate other brands or businesses to get users to give you money or personal information"

How a legitimate clinic ends up here

Most clinics that receive this notice are real providers whose ads or website left Google unsure. The patterns to look for:

  • Borrowed authority: a drug maker's name, logo or product imagery used so it looks as if you are the brand or its partner, or wording that implies government backing you don't have.
  • Licenses that don't match the ads, such as offering treatment in states where your clinicians aren't licensed, or credentials on the site that have lapsed. Google's best practice: "Have all necessary certifications to provide your products and services. If you list any certifications on your website, make sure they are up to date."
  • A thin website with no clear business name, contact details or explanation of who provides care. Google asks you to "Make sure your website has updated contact information and a clear explanation of what your company does, like on an "About us" page."
  • Partnerships left unexplained, such as a pharmacy or lab partner referenced without saying how you work together.
  • Offers you can't deliver, such as a medication or appointment type that isn't actually available.

Why this suspension is serious

Unacceptable business practices is on Google's egregious list. "If violations of this policy are found, your Google Ads accounts will be suspended upon detection and without prior warning, and you will not be allowed to advertise with Google Ads again." Google may review "your ad, website, accounts, and third-party sources", so fixing one ad is not enough.

The suspension can spread: "Accounts related to the suspended account may be suspended", and "any new accounts that the advertiser tries to create may also be suspended." Google recommends reinstating suspended accounts first. Opening a new one to keep advertising is circumvention; see Google suspended our account for "Circumventing systems" and should we open a new ad account?.

Build the appeal before you file it

  1. Apply Google's best practices: your own name, logo and branding in ads and on the site, an About page with contact details, and clear credentials for the clinicians who provide care.
  2. Gather proof. Google's appeal tips ask you to "Share proof", such as "contracts, written agreements" and public statements confirming a partnership. For a clinic, add state licenses, any LegitScript certification, and your pharmacy or lab partner agreements.
  3. Complete advertiser verification if Google asks. "If Google isn't able to verify their identity after 3 attempts, they won't be allowed to appeal their account suspension."
  4. File one appeal through the "Contact Us" link in the notification at the top of your Google Ads account. Explain how your business works, what may have misled Google, what you changed, and which documents prove it. If you have a new account or switched agencies recently, share your past Google Ads history too.
  5. Wait for the email. "If you file too many appeals for the same account suspension, we may not process them".

If the notice names Promotion of unauthorized pharmacies instead, read Google Ads unauthorized pharmacy suspension. For the general appeal mechanics and what a suspended account can still do, see Google Ads suspended our healthcare account. If Meta has flagged the same business, see Meta's unacceptable business practices notice.

Talk to Curve

A suspension like this is the moment to make every part of your patient funnel easy to trust, including what your tracking sends. Curve's team sets up HIPAA-compliant, server-side conversion tracking in place of pixels, with neutral event names, identifiers SHA-256 hashed to each platform's requirements, consent management, and attribution kept through booking tools such as IntakeQ, Calendly and Jane. It is typically live in about a week, with a BAA signed on every plan. Book a call with Curve.

How Curve helps

  • Replaces browser pixels with HIPAA-compliant, server-side conversion tracking to Google Ads, Meta Conversions API, TikTok, Microsoft and LinkedIn.
  • Detects PHI-like patterns before data reaches an ad platform, and uses neutral event names.
  • Includes consent management and SHA-256 hashing of identifiers to each platform's requirements.
  • Keeps attribution through booking tools such as IntakeQ, Calendly and Jane.
  • Signs a BAA on every plan, with setup done for you by Curve's team, typically live in about a week.

Frequently asked questions

We're a real, licensed clinic. Why did Google call this unacceptable business practices?

Google judges what it can see in your ads, website, accounts and third-party sources. Missing credentials, unexplained partnerships, another brand's imagery or treatment offered where you aren't licensed can all read as misrepresentation, even for a legitimate provider.

Did Google warn us before the suspension?

No. Unacceptable business practices is an egregious policy, so accounts are suspended upon detection and without prior warning.

What proof should a clinic include in the appeal?

Google's tips ask you to share proof such as contracts and written agreements. For a clinic that means state licenses, any LegitScript certification, and your pharmacy or lab partner agreements, alongside an explanation of what you changed.

Can we appeal more than once?

Google says a rejected appeal can be re-appealed through the same process, but if you file too many appeals for the same suspension it may not process them. Send one complete appeal with your documents.

How does Curve help after this suspension?

Curve's team sets up HIPAA-compliant, server-side conversion tracking in place of pixels, with PHI-like pattern detection, neutral event names and a BAA on every plan, so your tracking is in good shape when your ads run again. Book a call with Curve.

Sources

Last verified

Talk to Curve about the data side of your restriction

Book a call and Curve's team will look at what your site sends to Meta, Google and TikTok, and show you the compliant setup that keeps your campaigns optimizing.

Book a call