Module 7 - Getting support over the phone from Google

Just a quick tip on support from Google. Often people struggle to get support, and you do not need to.

Go to the help section and get help now. They are going to try to get you to type in your problem, let us say account suspended, and it will then come up with suggested articles. Skip past that, go to the bottom, and click contact us. Leave whatever you have put in there, go to next step, skip again, click other, and then choose the Google Ads account that is concerned. I am just going to choose a random one off our list. Then go to next step.

What a lot of people do not realise is that you can do chat. Chat is okay, and email can take a while to come back. But sometimes you are going to see call here, and it is much better to get a call. I am actually in support hours at the moment where only chat and email are available, but sometimes a phone will pop up. If you click on that and enter your details, Google give you a call back literally there and then, within a couple of minutes, so you do not have to wait.

You get to speak to a person rather than having to talk to a bot in the chat, or to a person who goes backwards and forwards. So whenever you get the chance, if the phone button pops up, use that. It is really useful, and it does seem to get support escalated more quickly than it would if you used the email or the chat function.