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
Hello Dan,
Thank you so very much for your well documented response. I appreciate that you took the time to detail the process.
I started following you steps. I made it to the 2nd website you mentioned but I could not find the “Still need help” button.
I ended up going to the business help page (THIS IS A LIFE SAVER) and found an article about changing “Lifetime Spending Limits” which I know nothing about. Meta dictates a “Daily Spend Limit” based on usage and it pauses your spending if you reach it, but it resets each day. Apparently there is also a “Lifetime Spend Limit” set by the client.
In following their instructions about looking where to find this limit and change it ( I could not find the actual limit or how to change it) BUT I DID FIND the “Still Need Help?” button.
When I clicked this, I got a pop-up window called “Ads Payment Support”! Fantastic.
It indicated “We noticed some unusual activity, so your ad account has been disabled. If you believe this was a mistake, please answer these questions so we can investigate.” I asked for a review.
I described the issues in detail and uploaded some redacted screenshots showing our credit card transactions from Meta.
They have indicated they received the request and will get back to me by email after reviewing.
I feel we are on our way to resolving this issue.
Dan, I can’t thank you enough for your help and insights. I have struggled for almost 3 weeks trying to get support.
You are most deserving of some sweet Karma coming your way!
Cheers.
Scott McKinnon
Hi Scott,
You are very welcome! I’m so glad this helped and that you were able to get in touch with them. That’s great you are on your way to getting the issues resolved.
I learned a lot about dealing with them during those 3 months, they are an absolute joke.
I hope you hear back soon from them with a resolution.
Cheers,
Dan Levey
Hi Dan,
We finally broke the barrier today!
Received two emails back from Meta over the weekend.
- One was regarding the “hold” on our credit card again.
- The second about us still having an issue with breaking their advertising policies or community guidelines.
It gave me the opportunity for a “second review”. I sent them account owners ID and chose the option of “Not sure what policies we broke”.
At the same time, we contacted the bank to see if there was a hold by them on our card.
Sure enough. The bank had a hold on our credit card for “any marketing” charges. We don’t know why this was done by the bank, but they removed it.
About the same time, we got a message from Meta: “We found that our technology made a mistake adding restrictions to your ad account. We removed the restrictions and you can continue advertising.
So, we don’t know if it was a single issue or a combination of two issues, but we are good to go now after a 3 week battle.
I believe your instructions are what got us headed in the right direction to fix all this, so a BIG THANK YOU to you!
Just got confirmed our new ad placement is active again.
Have a great month ahead!
Sincerely,
Scott
Wow! I’m glad to hear you got your issue resolved @dan.levey, thank you for sharing such a detailed response for the rest of our members.
Haha @scott.mck, I couldn’t agree more!
“You are most deserving of some sweet Karma coming your way!”
Hi Scott,
That is great news! I’m glad you were able to get the issue resolved. I hope you have a great month ahead as well!
Dan
Wow! I’m glad to hear you got your issue resolved @dan.levey, thank you for sharing such a detailed response for the rest of our members.
Thank you @Laura Porcincula! I am too, it was quite the journey, but glad it’s over.
Haha @scott.mck, I couldn’t agree more!
“You are most deserving of some sweet Karma coming your way!”
Thank you @Laura Porcincula. If anyone ever has any issues with Meta Business Manager, feel free to contact me.
Well, I’m unhappy to report that our solution was short lived.
A day and a half later, our account has been “restricted” again. Only when I click on the “Go to Business Home Support” it takes me to the page where it says “We’ve removed the restriction on your hold. On that page it there is a CTA that says “Take Action”.
When I click that it takes me back to the first page. It’s a vicious circle of opening up the same two pages over and over again.
“Meta is just a big Whack-A-Mole game of frustrations and misery for social media managers.” - Scott McKinnon
You can quote me on that one!!
Please Meta, for Halloween, find yourself a soul.
Sadly signing off,
Scott.McK
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
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
