If your Facebook Ads account has been disabled, you’re not alone.
It’s a common problem for many advertisers on the platform to have their ads account disabled.
You join any Facebook Marketing Groups, you’ll surely see posts like these:
We know how frustrating it can be to have ads that are running well and realize you’ve lost your ad account.
The good news is that I’m going to tell you everything about recovering your Facebook Ads Account from A to Z–
And much more!
So please follow along with this post and start taking action to get your ad account back and start running ads again!
P.S. Need to run ads on Facebook? Check out our Facebook accounts packages so that you can start launching your ad campaigns.
The Facebook Appeal Process
When an account is disabled, they’ll give you the option to appeal.
When you click on the disabled account button, Facebook will show this message: “Unfortunately, your Ads account has been disabled. you can’t use it to run ads.”
There’s a reason why they disabled your account in the first place. ..so without making any changes to you’re gambling whether you’ll get it your account back.
With 7 million advertisers on Facebook, every agent will go through hundreds, possibly thousands of appeals.
This means that it’s mostly an automated process.
In this process, your account reputation is the key.
So, here’s the process to increase your chance to get your account back:
1. Improve your reputation first.
2. Try to understand what you think might have caused the disablement.
- Facebook will usually give you a reason, although that doesn’t explain everything.
- Review the ad rules again while asking yourself “Do I REALLY comply with everything?”
- Did you make any changes recently? New ad set? New copy? New Landing Pages?
3. Contact The Right Channel
4. Say the right things (The Appeal Process)
Improve Your Facebook Account Reputation
The first step to getting your Facebook account back is to improve your reputation first.
1. Verify your Facebook business account.
Go to Business manager > Business Settings > Security.
It is recommended to use one entity per Business manager.
2. Enable 2FA (Two-Factors Authentication)
Accounts getting hacked is more common than you think (which results in banned accounts, even if it wasn’t your mistake). Two-Factor Authentication protects you from that.
Step 1: Go to “Settings”
Step 2: Click on “Privacy Checkup”
Step 3: Click on two-factor authentication
Step 4: Click on “Use two-factor authentication”
Get Your Team Verified
Everyone who is connected to your business manager should have their account verified.
Step 1: Go to your business manager > Business settings > Users to see who has access to your business manager.
Step 2: Get all of them to verify their account.
Prevent Billing Issues
You’d need to prevent your payment not going through.
You can do this by:
1. Increase your spending limit at your bank.
2. New Credit Card? Inform your bank about upcoming Facebook payments.
- Do not re-use a payment method from a previously disabled account.
- Don’t use virtual credit cards (they can easily flag your account).
Increase Facebook Messenger response rate
Make sure to respond to people on Facebook Messenger in a timely manner.
When you take long to reply to Facebook messages (on your business page), it’ll hurt your reputation.
1. You can make sure to have someone to have a support team.
2. Integrate your Facebook page with a chatbot so that your visitors can have their questions answered 24/7.
Improve your Facebook Page Feedback Score
Facebook page customer score is a number that Facebook gives you to determine whether you’re delivering a good customer experience to users.
The score ranges from 0 to 5 to measure whether you’re delivering a good customer experience to users.
When running ads, Facebook knows who’s purchased your product.
After a while, some of your clients will be asked to review the experience they’ve had with you.
You can go to access the following URL: https://www.facebook.com/accountquality
So what immediate impact does this have?
If your Facebook Page is more than one year old:
- A score of 2 out 5: You’ll get a delivery penalty. This means you’ll reach fewer people for the same budget (thus more expensive)
- Below 1 out of 5: You won’t be able to advertise.
If your Facebook is less than 1 year old with a score below 2, then you won’t be able to advertise.
Action Steps To Improve Your Feedback Score
Here are some things you can do to improve your feedback score:
Method 1: Improve your customer satisfaction
- Use pictures, videos, and all other creatives should accurately represent what’s being sold.
- Ensure dimensions, sizes and materials, and other aspects of your product are accurately shown and stated.
- Invest in customer support.
Method 2: Leverage on happy customers
To leverage on your satisfied customers, you need to make sure that your clients see your ads.
To do this, you need to create a custom audience of your clients (by uploading their contact (phone & email) and run ads to them.
Go to your Ads Account > Audience > Create Audience > Custom Audience >> Customer List.
Next, ask your best clients whether they’ve seen your ads.
If yes, ask them if they’d like to do a quick review.
The Perfect Appeal (Template Included)
Facebook lets you appeal their decision…
…But the question is what do you say?
First, you need to look at it from their perspective.
Imagine if you’re an agent from Facebook, you’d need to go through countless of appeals a day.
Many of those appeals are probably using negative words. That’s not helpful.
So here’s the best practice to appeal to recover your ad account.
What NOT to say when you appeal
We understand that getting your Facebook Ad Account is frustrating but:
As of recently, Facebook limits the number of characters in your appeal.
Step 1: Create a Google Doc where you write your appeal.
Step 2: Share the document with a public link
Step 3: Create a link shorter like https://bit.ly link for it (so you can monitor if they’ve opened it).
Step 4: Send a short message with the bit.ly link
“I hope you’re doing great today! I believe my account has been disabled by mistake, see https://bitly/yourlink.
Could you please review this document? I’d appreciate it.”
The Appeal Scripts
So now that you know how you should send the appeal documents. The next thing is what you should write in the documents?
As an example of a template we’ve have used:
“I hope you’re doing great today!
First of all, let me start by apologizing for allegedly violating Facebook’s ad policies. This was certainly never our intent as we take Facebook’s rules and the experience of it’s users very, very seriously.
I’m sure you receive hundreds of these messages on a daily basis, but I hope you have a couple of minutes to review our case manually.
We’ve been in business since [year] and take pride in delivering the best customer experience possible. For example, [add example, e.g. an online rating score you have]. Especially during these times, we rely on Facebook Ads to attract new customers. Not being able to do so will not just have an immediate impact on our business, but also on our [XX] team members and their families.
I believe what could have happened is that this particular Facebook Ad: [URL] was flagged with [violation that Facebook described]. I completely understand it’s not allowed to do [XYZ]. That’s why we immediately made changes by [actions you took, e.g. “training our copywriters, as well as add a double-check in place before any ad gets created from this point onwards”]. As mentioned, we’re 100% committed to follow the Facebook policies at all times, so this isn’t something you’ll see happening in our account again. We’re fully committed to delivering the best experience to Facebook and it’s users.
Would you please be willing to re-evaluate the decision?
On behalf of the whole team, we’d really appreciate your help in this matter.
Have a great day!
How To Contact Facebook?
Now that you know what to say when appealing for your disabled Facebook accounts, the next thing you need to know is to know how to contact Facebook.
There are various ways to contact Facebook, yet not all of them are shown inside their interface. That’s why we’ve gathered all contact forms for you.
Please note that not all forms are available to all accounts. Also, they’re placed in order of priority. Also, not every contact form is equally effective and not every account has the same contact options.
So, it’s more like a trial and error.
1. Official Appeal
- From inside your ad account or your “Account Quality” page.
- Banned Business Manager: https://business.facebook.com/help/contact/2166173276743732
- Ad account disabled: https://www.facebook.com/help/contact/2026068680760273
- Ad account disabled: https://business.facebook.com/help/contact/273898596750902
2. Live Chat
Not every account has access to this.
They‘ll create an internal case for you.
3. Contact Facebook Marketing Expert
Even before they contact you, you might qualify…
… so check the page every quarter (they assign reps quarterly).
You’ll get one assigned when you have a decent amount of ad spend.
4. Payments support
5. Disabled Payments
6. Last resort
Officially not recommended…but you could look for Facebook employees and reach out.
How to find them?
- FB groups (e.g. “Facebook Developer Community”)
What Happens If The Appeal is denied?
You submit the appeal and for some reason that it got denied.
So what do you do next?
For starters, they’ll always say “the decision is final”. They want to avoid more appeals to handle the workload.
The truth is…
The decision isn’t final.
However, if you keep sending the same appeal, again and again, doesn’t help either.
So..what do you do?
Best Practice To Do AFTER You Get Your Account Back
Facebook’s AI will make a lot of assumptions about your Facebook activities.
Some of those will be inaccurate but they DO leave a mark on your accounts.
For example, if you go to your “Account Quality” you’ll see an overview of the policies they believe you’ve violated.
Similar to appealing to get your ad account re-instated… it’s possible to get false flags removed.
However, you won’t know for sure whether it’s successful.
This is because you can’t see those internal tags yb Facebook.
It’s still worth it for a chance of increasing your reputation with Facebook.
How does it work?
Step 1: Make a list of things they might have flagged your account for.
1. Look at the “Policy Violation Overview” at your account Quality Page.
2. Think back to all the reasons they have disabled any of your ads in the past (even if you appealed to them successfully).
3. What was the reason your ad account got disabled earlier? (e.g. Circumventing Systems)
Step 2: Look up, what each of those means, and show in a sentence or two that you didn’t do that.
Step 3: Write a message that explains you didn’t do these things, and that makes clear you’re a serious business that cares about your customer
Step 4: Send that message to Facebook. You can use live chat if it’s available.
Example message to get false flags removed
Here’s the template we use for this.
I’m writing to you in regards to my company business manager on Facebook for false flag violations. I’m asking to please have support/policy review my personal profile and attached business managers to ensure I’m a verified advertiser on the platform.
Business Manager ID: [YOUR ID]
Taking a look at our account overview/quality pages it seems we have some false flags for….
[This is where you’ll include the list of things your account might have been flagged for, along with a brief explanation that shows you really didn’t do that]
– Circumventing Systems. We never knowingly used any tactics to circumvent any of Facebook policies. I do my best to follow all Facebook rules closely.
– Unsubstantial Claims. I take pride in being completely transparent about everything we do and have done for our customers. We only share client results with consent, after we did a fact-check, and without mentioning a specific timeframe.
We are requesting a manual review for our ads and websites, and you will see we do neither of the above.
Below you’ll find more information about our company to show how much pride we take in our product and customer experience.
[Continue to explain your business briefly while establishing credibility, e.g. “We are a software and education company to help entrepreneurs improve their online presence. We have been in business since 2014 without any issues at all. Since that time, we’ve gathered a loyal customer base of XXX customers. We’re committed to follow the policies at all times.” ]
Create Compliant Facebook Ads (infographic included)
Before you run Facebook ads again, make sure you are familiarized with the Facebook Ads Policies (https://www.facebook.com/policies/ads/)
Here’s a Facebook Ad Creative Checklist to make sure your campaigns are always compliant with Facebook Ads policies.
Share this Image On Your Site
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How To Protect Your Facebook Ad Account
It’s important to protect your ad account.
What if an account gets disabled and for whatever reason, you can’t get it back.
Here are a few ways to protect your assets.
1. Add a second admin to your business manager
Sometimes personal accounts are disabled while the business manager remains active.
Having a second admin in the business manager (e.g. your spouse) will still give you access to your business manager.
2. Protect Your Pixel Data
In case you have multiple Business Managers, you can protect your pixel data.
You can protect your pixel by adding BOTH pixels to your websites.
So both the pixels from Business Manager A and B are added on the same pages (both pixels are loaded)
Although not official, having the pixel on the same domain name doesn’t seem to get the other account flagged (although it’s not guaranteed)
This way, you’ll protect your pixel data.
3. Create backup ad accounts
(if you haven’t yet…you can go inside your business manager and create up to 5 ad accounts.
This could function as “backup ad accounts”.
Note: after 60 days of in-activity they’ll be disabled, so keep them active.
4. When you’re a consultant helping OTHERS with their ad accounts.
Make sure that they DON’T add you as an admin.
For example, if they add you as an admin and then THEY get a disabled Business Manager, ad account or page.
Then YOUR account is affected as well (and might even be disabled on the spot).
Frequently Asked Questions
Here are some frequently asked questions that we get by our audience. Check out below.
What to do when an ad gets disapproved?
Every time an ad gets disapproved (and stays disapproved), it hurts your account.
Therefore, it’s important to appeal your Facebook Ads when they get disapproved.
Step 1: Appeal to your Facebook Ads
Go to Business Manager > Account Quality > Click on Ad Account
You’ll see all disapproved ads. Appeal those that are disapproved.
Step 2: Edit your ads to make sure it 100% compliant with Facebook ads policies.
You can refer to the “Facebook Ads Creative Checklist” in this post.
Alternatively, delete the disapproved ads. It’ll still count towards your reputation but it’s still better to delete them than keep them inside your account.
How To Deal With Negative Comments on Facebook Ads?
When running ads on Facebook, there will be people commenting negatively on your ads.
When the ratio negative vs positive is too high, CPMs (cost per thousand impressions) go up.
Step 1: Auto-block profanity words
- Go to “Page Settings”.
- Go to “Page Moderation”
- Add words that you’d like to get blocked
Step 2: Reply to those where you can.
Make sure you are polite and apologies if nessary.
When needed, reach out 1:1 via Facebook Messenger (and inform them in a comment that you did that).
Step 3: Hide trolls and rants that can’t be argued with
To do this, click the “hide” button right below a comment. Next, click the “ban” button that appears – so they won’t see your ads in the future.
How To Avoid Being Banned Due To “Circumventing Systems”?
Many have had their account disabled due to “circumventing systems”
Here’s what’s likely causing that (so you know what you shouldn’t do).
- Using the same domain associated with a disabled page or ad account (even if it’s a subdomain)
- Using the same images or videos previously used in ads from disabled pages.
- Editing the ads of a disabled page to replace it with ads of a new page.
- Using the same ad account that was running a disabled page to run the same brand using a new page.
- Using the same ad text, page/landing page images, and page/landing page text.
- Using similar (barely modified) ad videos, ad images, and ad text.
- Using the same ad account of a disabled page to run something else entirely.
Wrapping it up
I hope this article has helped you to understand the steps to recover a disabled Facebook ad account.
If there are any other questions, let us know and I will do my best to answer them for you!