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scott.mck
scott.mck
Engagement Orchard
October 23, 2024
Solved

Meta Business Suite in disabled state - need help.

  • October 23, 2024
  • 13 replies
  • 1302 views

We have an issue with our Meta Business Suite account being “disabled”.

I have been wrestling with this issue for almost 2 weeks.
Is there any way to actually talk to a real person at Meta?

Long Story short in bullet format:

  • Account has not been actively used in a couple years.
  • We decided to try a couple sample test campaigns in FB & IG.  Placed ads on Oct. 17/24
  • Both campaigns required budgets to be pre-paid, and Meta took this from our card on file. (about $250)
  • Both campaigns were reviewed and approved (email notification & dashboard said “active”)
  • After the weekend, noticed no funds had been used up from our pre-paid budget.
  • Finally noticed in “Ads Manger” that our account is “disabled” because they can’t put a “hold” on our card.
  • They do not indicate how much they want to “hold” on the card.
  • I then noticed on Oct. 22, our credit card was to expire this month (10/24)
  • Updated card info (more than a dozen times) and keep hitting the “try hold again" button with no success.
  • Then we added another $1,000 to the card to ensure there would be sufficient room for a hold.
  • I have sent a total of 5 complaints to their “report a problem” support portal. (the only way I can find to communicate with Meta)
  • Despite all this, we still have ZERO response from Meta and the hold has still not been removed after a week.

The Meta Business Suite dashboard is one of the most complex ones in the industry (not including Google Analytics) and they have no problem “taking your money” but provide ZERO support or any way to activate a ticket or call someone.

We have tried a couple other solutions:

  • Suggested we try boosting the CEO’s personal IG account (the one associated with the company profile) instead, until maybe Meta unfreezes our account.  We launched with a $240 budget and it ran for a day (using about $26.00) when it to was suspended.
  • Another suggestion is to close the accounts, and recreate the Meta Business Accounts, but I’m worried we will lose our pre-paid funds in the account.  Also we will lose the account numbers which we have connected to another service that is growing our followers on IG.

So, any suggestions will be greatly appreciated.

Also, any contact numbers or emails we could try to reach a real person would be even more greatly appreciated.

How can these big companies that rake in billions operate without any front-facing support staff?

I just don’t get it.  I hate Meta, but the boss wants this fixed.

Thanks in advance,

Sincerely, Scott McKinnon

    Best answer by dan.levey

    Hi Scott, 

     

    I am so sorry you are dealing with this right now. Meta Business Manager is nightmare. I just dealt with a hacked account and it took 3 months to get everything resolved. There is a way to talk to someone, but it is not easy. 

    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

     

     

    13 replies

    Show previous replies
    dan.levey
    dan.levey
    Engagement Orchard
    October 31, 2024

    Oh no, I’m so sorry to hear that. 

     

    Not surprising from them. Try to message them again if you still have your message window open from your last chat. If not, try to contact support again, start a new chat and get them to call you. 

     

    If that doesn’t work, you can try to request a call with a tech pro to help https://www.facebook.com/business/meta-pro-team/marketing-pros. 

     

    Meta cares about profits over people. No one from Meta will comment on these facts:
    1. 300K accounts hacked every day.
    2. Support is terrible and recovering your account is impossible.
    3. Their content moderation "AI" restricts normal people for normal things meanwhile criminal activity is at an all time high on their platform. Scammers, Porn, Hate.
    4. They illegally obtained facial recognition (sued for 90M) data and are now selling it back to us for Meta verified subscriptions. Meta won't fix any of these issues because they don't affect their shareholders.

     

    I’m sorry you are still dealing with this, hopefully it will get resolved soon. 

     

    Dan

    scott.mck
    scott.mckAuthor
    Engagement Orchard
    November 5, 2024

    It’s a weird situation.

    Our Ads Manager dashboard is all lit up with “your account is suspended” notifications.

    Yet, our meta Business Suite is happily running our campaigns and charging us money for it.

    So, I guess one left Meta hand doesn’t talk to the other right Meta hand.

    We have just secured Meta Verification (complete rip-off) for our CEO’s personal account and now the company’s account.

    Apparently this will give us direct access to Meta support, so we shall see.

    Again, thanks for all your help and concerns.

    Scott

      dan.levey
      dan.levey
      Engagement Orchard
      November 8, 2024

      That is really weird, but not surprising. Hopefully verification will help, but it is a rip-off. 

       

      Happy to help, let me know how it goes and if there is anything else you need. 

       

      Dan

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