Need help with Facebook Ad Account restrictions

[rizbit]

On 1st november this year i got a notification from facebook telling me my ad account had been fully restricted. I had to verify and confirm my ID to request a review to unban it.

After sending in my driving license photo and waiting few days, they then notified me that the Ad account had now been fully restricted permanently and it was their final decision.

Now the reason they gave is very vague (as is usual with big tech companies these days, maybe they do this to cover themselves not sure) which is not helpful in any way. how do you fix a problem if you dont know the cause?

So I have used FB ads for many years. My fb account is 2 factor authenticated and ID confirmed. I do have 2 other client ad accounts linked. One had a rejected ad and the other didnt have 2 factor authentication, could this be the cause as they said it was due to possible fraudulent activity, policy violations or something else?

Well all ads on the ad account had been stopped since last november 2022.... so at time of rejection there were no active ads on any campaign..

So just seems out of the blue.

Can anyone offer any help?

 

[fisicx]

Once you have a permanent ban there is no going back. You need to find another way to market your goods or services.

What were you advertising?

 

[Paul Carmen]

No one can tell you from the details you've added, you'd need to be clear about the vague reason. Are you talking about an ad account being run by you/your page, or are you talking about a Facebook Business manager (FBM) account?

There's a big difference; e.g. if you're running adverts for clients, then you should do it via FBM where the client retains control and pays for the ads, you just set them up and A/B test/manage etc.

That way any issues with the ads or ads account compliance/payment falls on the client, you also get access to proper chat, email & phone support so you can discuss and resolve any issues.

If you've had your personal account restricted or your ad account, its more likely to be an issue with you and your behaviour than ads, if its a FBM account then you should be able to go through any issues with their support.

 

[WaveJumper]

And was you running adverts for actual clients or were they by any chance part of a partner / affiliate programs

 

[AlanJ1]

Once you have a permanent ban there is no going back. You need to find another way to market your goods or services.

While I mostly agree with this, we actually got banned last year and managed to get it unrestricted by going round the houses and eventually getting someone who looked into it. It took some time. (This is also an ad account spending £25k+ a month).

 

[fisicx]

If you look at what @rizbit does there are some iffy services which may well have raised a red flag at face HQ.

 

[rizbit]

If you look at what @rizbit does there are some iffy services which may well have raised a red flag at face HQ.

What services are iffy if you dont mind me asking?

And I never promoted any services as such via Facebook ads.

And tbh isnt this 'defamation' I would expect bit more responsible responses from a moderator on a business forum ?

 

[rizbit]

While I mostly agree with this, we actually got banned last year and managed to get it unrestricted by going round the houses and eventually getting someone who looked into it. It took some time. (This is also an ad account spending £25k+ a month).

Great can we talk?

 

[rizbit]

And was you running adverts for actual clients or were they by any chance part of a partner / affiliate programs

I was added as ad manager to their business account. i had access to create and manage ads. all payments was via their cards/accounts.

 

[AlanJ1]

Great can we talk?

There's not much I can really do to help I am afraid. We eventually got through to someone by replying to the ticket and agreed to doing monthly calls with them (even though we have highly skilled people working on the ads, it kept them happy).

 

[rizbit]

No one can tell you from the details you've added, you'd need to be clear about the vague reason. Are you talking about an ad account being run by you/your page, or are you talking about a Facebook Business manager (FBM) account?

There's a big difference; e.g. if you're running adverts for clients, then you should do it via FBM where the client retains control and pays for the ads, you just set them up and A/B test/manage etc.

That way any issues with the ads or ads account compliance/payment falls on the client, you also get access to proper chat, email & phone support so you can discuss and resolve any issues.

If you've had your personal account restricted or your ad account, its more likely to be an issue with you and your behaviour than ads, if its a FBM account then you should be able to go through any issues with their support.

After the review and confirming my ID they said:

You're not allowed to use Meta Products to advertise. This is because you didn't comply with one or more of our Advertising policies affecting business assets or other standards, such as having too many ads rejected, attempting to circumvent our ad review process, participating in fraudulent behaviour or associating with untrustworthy accounts. Learn more.

Only one ad was in a rejected state and this was on clients account not mine, and it was quite recent however it was due to landing page not being available anymore (as in initially the ad had been approved).

 

[Paul Carmen]

After the review and confirming my ID they said:


Only one ad was in a rejected state and this was on clients account not mine, and it was quite recent however it was due to landing page not being available anymore (as in initially the ad had been approved).

Raise a support ticket via FBM and have a live chat or call to discuss the issues with them. That's the only way forward.

 

[rizbit]

i dont see any live chat options or calling numbers. Everytime I try an approach to contact them or press Contact Us button it tells me to visit the account quality section which has no contact options

 

[Paul Carmen]

There's no number to call, they call you. You start with chat based support or request a call-back.

As I said in my first post, I suspect you're trying to run this via an individual ads account instead of a Meta (Facebook) Business Manager (FBM) account. This could well be why you're having issues and there's no support via this route or for personal accounts, only FAQs.

To troubleshoot ads, accounts, and get access to full metrics, A/B test data etc and run multiple customer accounts properly you need to do this through ads manager accounts/pages linked to your company FBM. The business support is accessed by selecting the relevant account/page here, and then selecting chat or call back: https://business.facebook.com/business/help/support/get-help

 

[rizbit]

I do have a business account and i logged into it using the link you gave me. clicked on help, then contact support and then selected "other page issue" and it still says
"Go to Account Quality to resolve your issue."

 

[fantheflames]

As others have said, the only way you can try to resolve this is by raising a support ticket directly and following up as often as possible. There's so many reasons why your account was suspended, so best to get to the root of the problem and go from there.

 

[rizbit]

As others have said, the only way you can try to resolve this is by raising a support ticket directly and following up as often as possible. There's so many reasons why your account was suspended, so best to get to the root of the problem and go from there.

I dont have any way to contact facebook. there are no contact buttons on the ad manager or business manager. ive tried the feedbacl option but got no reply.
Do you they have a phone number in UK?

I have also dropped them messages on social media pages like their twitter page and got no reply.

 

[fisicx]

I dont have any way to contact facebook. there are no contact buttons on the ad manager or business manager. ive tried the feedbacl option but got no reply.
Do you they have a phone number in UK?

I have also dropped them messages on social media pages like their twitter page and got no reply.

You just need to keep trying. Might take a few months but eventually you might reach someone.

Were you advertising your microscales? If so you probably got banned for the same reason Google banned your ads.

 

[fantheflames]

I dont have any way to contact facebook. there are no contact buttons on the ad manager or business manager. ive tried the feedbacl option but got no reply.
Do you they have a phone number in UK?

I have also dropped them messages on social media pages like their twitter page and got no reply.

If you go here - it'll take you through a series of quick questions and at the end you should see at the bottom to speak to facebook support through chat.

Hope that helps.

 

[rizbit]

You just need to keep trying. Might take a few months but eventually you might reach someone.

Were you advertising your microscales? If so you probably got banned for the same reason Google banned your ads.

At time of ban there were zero ads running for aboyt 3 months. All previous ads had been fully approved.

 

[rizbit]

If you go here - it'll take you through a series of quick questions and at the end you should see at the bottom to speak to facebook support through chat.

Hope that helps.

Thanks I tried that...
It offers you to contact them

Then after going through the steps it only shows option to go to account quality.

Facebook Restricts Ad Account For No Reason

Discover the magic of the internet at Imgur, a community powered entertainment destination. Lift your spirits with funny jokes, trending memes, entertaining gifs, inspiring stories, viral videos, and so much more from users.

imgur.com

 

[fantheflames]

Thanks I tried that...
It offers you to contact them

Then after going through the steps it only shows option to go to account quality.

Facebook Restricts Ad Account For No Reason

Discover the magic of the internet at Imgur, a community powered entertainment destination. Lift your spirits with funny jokes, trending memes, entertaining gifs, inspiring stories, viral videos, and so much more from users.

imgur.com

If I remember correctly, if you go to your ad account and press the cog icon, it will lead you to an option that says contact help centre or get support. If you follow this, it will take you to a page where you select your ad account and the issue, and write about the issue you're having with an option to send a file. Once you complete that, you'll be taken to a live chat which 9 times out of 10 leads to a phone call.

 

[rizbit]

ive tried that and more
the cog icon is for settings not support
you have to click the help icon
and then it brings in a panel on the right where you can ask your question

i typed in "contact live chat" doesnt show any option
again it tells me to go to account quality

 

[rizbit]

I managed to find a way to contact a real person via contact form but I had to open a commerce manager account + shop then requested help from that section. They then said they forwarded my enquiry to the right team. That team then replied to me with the following:

 

[Tony Allodi]

Don't play to promote on facebook, get organic reach from posting reels