Hi ​@Victoria Nechifor, I’m sorry to hear you’re experiencing this. We have some existing threads which may help you out. Here they are:

Arboretum member ​@dan.levey is unfortunately very familiar with this and may be able to share some guidance too. Best wishes!

Hi ​@Victoria Nechifor, I’m so sorry you are dealing with this. 

 

There are not any contact numbers or emails, you can get them to call you. 

To start, go here: https://www.facebook.com/business/help

Click “Get Support” in the upper right hand corner, it will send you to this page: https://www.facebook.com/business-support-home/?source=business_help_center_support

It should list your recent account issues. 

Scroll to the bottom where it says “Still Need Help?” 

Click the “Contact Support” button.

It will take you to this page: https://www.facebook.com/business-support-home/contact-support?source=business_help_center_support

It will ask what issues are you having and it should list account hold. Click account hold and it will ask for your name, email, the issue, and a screenshot of what you are dealing with. It will either say “Start Chat” or “Send Email.” If it says send email, click the “Something Else” button under the list of issues. If it says start chat, then start the chat. 

This is where Meta’s shitty AI takes over. The chatbot will ask what is your issue is and they will send you automated responses not answering your question. 

Respond back with speak to a person, it may take two or three times before an agent will come on. Once the agent joins, tell them your issue. They will then ask for your ad account number and they will ask for your phone number to call you. They will usually call within five minutes, you will get a call from either a 650 area code or a 415 area code. Hopefully, they can help you then. 

Another way to get a phone call is to request a call with their tech pros. https://www.facebook.com/business/meta-pro-team/marketing-pros

Since your account is disabled, you might not have that option. The problem with the marketing pros is that they are not legit tech support, they are there to sell Meta Business Manager. You are better off contacting support like I mentioned above. 

If those don’s work, contact Will Jennings, he is an expert in account recovery and dealing with Meta Business Manager. 
https://www.linkedin.com/in/wkjennings/

Good luck with this and keep my posted on how it goes, sorry you have to deal with this. 

Best, 

Dan

Thank you as always ​@dan.levey !

Thank you for the detailed response Dan, really appreciate it! :) 

You’re very welcome, Victoria. I’m sorry you are dealing with this. Hopefully, you will be able to talk with someone and regain access to the account. Meta is not easy to work with and they do not care. I dealt with them yesterday because of an ad not being approved and it was a nightmare. The first support person could not find my ad id number and when I asked to speak to someone else who knew what they were doing, this person put a restriction on my account and left me hanging for 30 minutes in chat. Luckily, I got transferred to someone who knew what they were doing, the helped identify why the ad was rejected and it got approved after I re-launched it. 

You will have to push with them and let them know what you need. Keep me posted on how it goes and let me know if there is anything else you need. 

Dan

Also, make sure their “support” team removes the hacker/hackers from your account. It took their “support” team one month to remove the hackers. No one told me, I found out three weeks later. 

Another thing you can do is go to accounts center from your Facebook account to see if there are any unauthorized emails or phone numbers attached to your account. You can also see a login history and where people are logging in from. If you find unauthorized emails or phone numbers, you can try to remove them, if that doesn’t work then “support” will have to help. https://www.meta.com/help/accounts-center/?srsltid=AfmBOoosGUp8fPe65zq087kMYldnev1XLSpYIk3TxXJk3yH12CqGGC_F

That’s very useful Dan, thank you so much again! I’ll be sure to follow these steps and provide an update on here when/if I manage to sort this out.

Of course, happy to help!