Google Ads Account Managers Shouldn’t Contact Clients Directly

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

According to reports, agencies that do not respond to emails from Google Ads account managers face threats from Google representatives to contact clients directly.

In some cases, Google Ads account managers contact clients and ask them to drop their agencies.

There are two things to be clear here:

  1. Agencies are not required to speak with Google representatives
  2. At no time should a Google Ads account manager contact an agency client

A Google Ads representative asking clients to separate their agency crosses the line.

However, these reports are becoming more frequent.

Matt Janeway, CEO of Marketing Labs, shared his experience at linkedin this week:

Screenshot from:, November 2022.

Janaway’s post caught the attention of Google Ads Coordinator Jenny Marvin, who said the issue would be addressed “immediately”.

Marvin adds, “This doesn’t align with how we expect our team to support advertisers and agency partners.”

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

Janaway is not alone in his experience.

During the month of October, reports circulated on Reddit of Google reps engaging in similar practices.

1 Reddit user to publish Screenshot of an email a Google Ads account strategist received, which reads:

“I am writing to you for the last time as a matter of courtesy, because it is my sincere intention to provide you with value and advanced strategies with Google Ads and to work closely with you, to help you save time and make your customers more successful with Google Ads, and therefore I am contacting you one last time to inform you that if I do not reach you, I will assume that you do not receive my emails and will contact the clients assigned to me directly.”

Another user on Reddit has approx Same storysaying they were “harassed” by daily emails from a Google Ads representative to take a call and implement campaign changes.

Again, the agencies are under no obligation to speak with Google representatives or implement changes that are not requested by customers.

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

Beware of these aggressive selling tactics. As long as you don’t violate any policies, Google has no say in how you manage your customers’ campaigns.

Featured image: FGC/Shutterstock

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