Google Ads account managers should not contact customers directly

There are a growing number of reports on the web of Google Ads account managers threatening to contact customers directly, even though they are not authorized to do so.

According to reports, agencies that don’t respond to emails from Google Ads account managers are being threatened by Google representatives to contact customers directly.

In some cases, Google Ads account managers call clients and tell them to delete their agencies.

There are two things to clarify here:

  1. Agencies are not required to speak to Google representatives
  2. A Google Ads account manager should not call an agency client at any time.

A Google Ads rep asking clients to fire their agency crosses the line.

However, these reports are becoming more frequent.

Matt Janaway, CEO of Marketing Labs, shared his experience on LinkedIn this week:

Screenshot from:, November 2022.

Janaway’s post caught the attention of Google Ads liaison Ginny Marvin, who said the issue would be resolved “immediately.”

Marvin adds, “This is inconsistent with how we expect our team to support our advertisers and agency partners.”

Google Ads account managers should not contact customers directlyScreenshot from:, November 2022.

Janaway is not alone in his experience.

Throughout October, reports circulated on Reddit of Google representatives engaging in similar practices.

A Reddit user job a screenshot of an email received from a Google Ads account strategy expert, which reads:

“I’m writing to you one last time out of courtesy, as my honest goal is to provide you with valuable and advanced strategies with Google Ads and to work closely with you, to help you save time and make your clients more successful. with Google Ads I am contacting you for the last time to let you know that if I do not reach you, I will assume that you are not receiving my emails and will contact the clients assigned to me directly.

Another Reddit user almost has the same storysaying they were “hassled” by daily emails from a Google Ads rep to get a call and implement campaign changes.

Again, agencies aren’t obligated to speak with Google representatives or implement changes that clients don’t request.

If you receive an email like the one above, the best thing to do is to file a complaint through Google official form.

Beware of these high-pressure sales tactics. As long as you don’t violate any policies, Google has no say in how you manage your clients’ campaigns.

Featured Image: FGC/Shutterstock

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