Resolving Google Promotion Credit Issue on Google Ads

In this blog post, I would like to share my experience of resolving a Google promotion credit issue on our Southern Cross Group company's Google Ads account. Our Google Ads agency was "First Rate (Aus) Pty Ltd" and we received a $600 credit for spending $600 on Google Ads with a condition to spend it before Dec 31, 2022. However, after spending the required amount, the remaining credit of $543.53 was not applied to our account.

Promotions was Active

I noticed the issue with the remaining credit before it expired and brought it to the attention of our Google Ads agency. They escalated the matter to the Google Support team, but the response was not satisfactory. The Google Support team advised us to wait until the end of December for the credit to appear. I sent several follow-up messages to our agency, but no updates were received.

Promotion - Credit Expired

Finally, on 10th February 2023, our ad agency informed me that they had resolved the issue with the help of a personal connection at Google. They had to call the Country Head as the generic help center was not able to assist them. Our agency received a service adjustment in the account, as shown in the screenshot image.

In conclusion, I would like to share the information and efforts put in to resolve the Google promotion credit issue. This blog post is to help someone who might face a similar situation in the future. The key takeaway is to continuously follow up with the Google Ads agency and escalate the matter to the highest authority if necessary. With the right approach and persistence, the issue can be resolved.