Google Ads Help - Disapproved: Unwanted or Harmful Software (Malware)

If you advertise on Google, the message 'Disapproved: Unwanted or harmful software' is often an initial indication that your website has been hacked. Google Ads (AdWords) reacts very sensitively to unwanted software and malicious links. Individual ads or entire campaigns are quickly disapproved and suspended until further notice due to injected malware.

You can find the official Google Ads advertising policies help article here:
https://support.google.com/adspolicy/answer/6020954?hl=de

Ads disapproved due to malware that is not always obvious

Unwanted and harmful software is generally referred to as malware. Malware usually spreads as a result of hacker attacks on websites. This can include redirects, popups, spam content, or hidden links to spam pages.
Upon request, you can obtain a list of malicious content or links from Google Support.
Tracking down this malicious content is usually not that easy. In some cases, harmful content is displayed only sporadically or only with certain referring page + browser combinations ('Referrer' + 'User Agent').

Checking the website for malicious links

A useful tool for simulating these two variables is urlscan.io:
https://urlscan.io/

It can be used to simulate a limited number of typical referring pages (such as Facebook, Google, Bing..) in combination with common browsers/operating systems (Chrome, Android, iPhone..).

Additional Tools

• Sucuri SiteCheck
• Google Safe Browsing Transparency Report

It is of course also advisable to keep a close eye on the status of the promoted website via the Google Search Console (formerly Webmaster Tools). Under 'Security & Manual Actions', security issues or injected content may be listed. However, this is far from always the case. Sometimes the problems appear there only with a delay or not at all. The reason is that Googlebot visits your website much more frequently when you run ads. When it comes to malware and unwanted software, the Ads department reacts more sensitively and with much less delay.

Other Reasons for Disapproval

Disapproved ads do not necessarily mean that the website has actually been hacked. If software downloads are offered on the landing page or other content is linked that does not comply with Google’s policies, this can also be a reason for disapproval.

Reactivating Suspended Campaigns

1. Make sure there is no malware or malicious links left on the website.
2. Fix the cause of the hack, not just the symptoms. Otherwise, the site will be compromised again after a short time.
3. Request reindexing via Google Search Console. Ideally, you should also resubmit your sitemap.
   All pages in the Google index (cache) must be clean.
4. Ask Google Ads Support for another review.

The Google Cache and old findings that no longer reflect the current state of the live site are a known issue in ongoing disapprovals. If the site has definitely been cleaned, persistence and patience with Ads Support are what matter.
If you still have no success after several attempts, we will be happy to carry out an in-depth analysis of the affected site and take over further communication with Google. After a thorough review and ensuring that everything is clean and secure, we will arrange escalation to the specialist department if necessary.

Note: Google Ads Support is currently experiencing delays. The phone hotline is not available at the moment, and responses by email may take 2-3 days or longer.

Update from 03/04/2020

Due to the current situation, Google wants to help avoid long waiting times and has therefore introduced a new feature for all customers. You can now request a review of disapproved or restricted ads yourself.  

Please simply follow the instructions below to submit the review yourself.
- Click on your desired campaign.
- In the light gray menu, go to Ads & Extensions.
- Move your mouse over the disapproved status of the relevant ad.
   A small new window should open.
- Please click on 'Appeal'.
- Select the desired option for which ads you want to appeal.
- To check the status of your appeal, please follow the instructions below.
   Click on Tools & Settings in the top right.
   Under Setup, select Policy Manager.
   On the left, select Appeal history. 

• Previous
• Next