Advertisers contacting Google Ads support may now need to grant explicit authorization before they can even submit a help request — giving a Google specialist permission to access and make changes directly inside their account.
Here’s what’s happening. Users are first routed to a beta AI chat. If they opt to submit a support form instead, they must tick an “Authorisation” box. The wording allows a Google Ads specialist, on behalf of the company, to reproduce and troubleshoot issues by making changes directly in the account.
The fine print is clear. Google doesn’t guarantee results. Any adjustments are made at the advertiser’s own risk. And the advertiser remains solely responsible for the impact on campaign performance and spending.
Why we care. The required checkbox shifts more responsibility onto advertisers at a time when automation and AI already limit hands-on control. If support makes changes, the performance and spend risk still sits with the advertiser.
Between the lines. This creates a trade-off between speed and control. Granting access could accelerate troubleshooting, but it also opens the door to account-level changes that may affect live campaigns — without any assurance of improved outcomes.
The bottom line. Getting support may now mean temporarily handing over the keys — while keeping full accountability for whatever happens next.
First seen. This new caveats to getting support was spotted by PPC specialist Arpan Banerjee who shared spotting the message on LinkedIn.
