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Working With Facebook Ad Support To Fix A Disabled Account

Where do I get Facebook Ads support?

Facebook provides limited support for advertisers.

If you have a Business Manager account, depending on your ad account Facebook may provide access to you with their live chat.

Go to Facebook Help Centre

Scroll down and you may see this live chat or email option.

If you can’t see this, it is likely you don’t have access.

Another way to access live chat (if you have access) is to:

  1. Go to Facebook Ads Manager (you may need to change the account in the top left-hand side dropdown if you have more than one).
  2. On the bottom left-hand side select the ‘?’ circle icon box.
  3. On the bottom right-hand side, a sidebar opens up. On here select “help centre” (it’s in small text) and a new page will open up.
  4. Scroll down to see if the page has the option to contact them or not.

Why can’t I see the live chat or email options?

Not all users will have access to this support mechanism.

Facebook chooses to provide live chat/email options at their discretion.

Tips for communicating with Facebook support

In most scenarios, Facebook live chat support has limited knowledge and will often refer the issue to a case manager.

Most of Facebook’s support teams are overseas and can sometimes struggle to understand complex information.

Make sure to provide details of your issue in a simple format and look to provide screenshots or screen recordings to make things easier.

For a screen record e.g. by using a browser extension like Awesome Screenshot.

What can I ask Facebook Ads support?

Facebook has the following support categories on their email form which can be used as a guide for live chat too (note these may change):

Ad account level issues

  • Disabled ad account

  • Managing ad account permissions

  • Other

Ad delivery

  • No delivery

  • Under-delivery

  • Over-delivery

  • Other

Ad policy or disapproved ad

Ad targeting

Billing or invoicing

Dynamic ads

Instagram accounts

  • Claim an IG username

  • Lost access to an IG account

  • Other

Pages

  • Request a page name change

  • Request a page merge

  • Request to change your page’s URL

  • Request to take down a page

  • Create a locations structure

  • Other

  • Add/edit a global page structure

Reach and frequency

Technical issue

Ads reporting

  • Business Manager

  • Can’t log in/hacked/blocked from features

  • Creating ads

  • Mobile app

  • Other

  • Ad targeting

  • Ad formatting

  • Page

Other

Facebook will ask you what product you are referring to.

COVID-19

Facebook Business Suite

This refers to Facebook’s new Business Suite tool launched in September 2020.

What about ad rejections?

When an ad is rejected, Facebook will provide a reason based on the category you may have broken.

Visit your Account Quality page to see what ads have an issue. You can also choose to appeal a decision if you feel the review was a mistake.

Note: Facebook’s reply will not be specific and when you ask support to give you an exact reason, they will refer you back to the ads policy or category.

Often the best way to find out if your ad is being rejected over one reason over another is to try and edit the ad for an area you believe is the issue.

Say for example you change the question in your disapproved ad to something more generic and then resubmit the ad and it gets approved, then you can no doubt presume that was the problem.

There is no issue with trying a few times – although don’t overkill this feature as it may end up in account suspension for misuse.

By Ray Pastoors, LYF Solutions

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