This seems to be an issue I’m hearing more and more about. And at first, I just assumed that if your ad account was disabled, you were doing something you shouldn’t be doing. (But you know what they say about assuming…) So that’s what I thought until it happened to one of my clients. We had her ads up and running for a few days before we got an email saying the account was disabled…..
I knew it had to be a mistake. We weren’t promoting a get-rich- quick scheme or anything inappropriate.
And if this has happened to you then you know Facebook doesn’t really give you a clear reason for why. You have no idea what you did wrong.
Here’s the message we received:
"Your ads account has recently been flagged because of unusual activity. For security reasons, any ads you’re running will be paused until you can confirm your account information by contacting Facebook."
So let’s start with WHY your account might get disabled. Facebook uses an automated system to detect suspicious activity. It’s a security measure used to protect you against fraudulent activity. In this case (and other similar cases), it seems to be going a little too far.
Here are a few things that could trigger the system: - Accessing your account from a different location or IP address - Using PayPal instead of a credit card (always use a credit card over PayPal when it comes to your FB Ad Account) - Payment details don't match the personal details in your Facebook account - Using a scraping software to grab UIDs (Tsk, tsk if you have- you know you shouldn’t be doing that)
Something as little as having the wrong card info could cause your ad account to be disabled. And let me tell you, getting your account re-activated isn’t as easy as you might think.
Here are the steps you can take to get your account up and running if it ever happens to you:
1. Be nice to anyone you speak with. I know it’s frustrating but being rude and jumping all over the person on the other end of the line isn’t going to get you anywhere.
2. Fill out this form: https://www.facebook.com/help/contact/531795380173090
You’ll have to wait 10 days or so to get a response. If you’re lucky you won’t have to go any further and FB will re-activate your account. If you’re not so lucky, you’ll get an automated email saying your account is permanently disabled and this decision is final. Yikes.
I've also heard you should only submit this form once. Filling it out multiple times drops you to the back of the line and your wait will be longer.
3. If you get that dreaded email, try calling this number: 1-800-601-0077. This is where being really nice comes into play. And you might have to call a few times to get the right person, but it will be worth it. Explain the type of campaign you were running, what page you linked to, and who you were targeting. Did I mention to be really, really nice?
Apparently, it’s impossible to actually reach someone in the department that handles activating/de-activating accounts. So you have to go around and try to find someone that takes pity on you and decides to help out.
I know it’s frustrating, especially if you’ve done nothing wrong. In the meantime, let’s hope Facebook updates their current review process.
Have you had your account disabled? What did you do to get it re-activated? Let me know in the comments!