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Support in case of blocked payments by Facebook. What to do if your Facebook ad account is blocked

Anna Chernaya

Account blocking is a problem that may never affect you, but may cause losses or deprive you of potential profits. It’s especially annoying if your account is blocked on the eve of the holidays, when advertising cannot be postponed for several days.

I've been creating content for Facebook ads for 5 years, launching on my own for a year and consulting. At least once a month they complain to me about account blocking, or I myself find myself in such a situation. Usually the block can be easily removed, but it is better to avoid it.

There are three main reasons why Facebook blocks Ads Manager:

Let's look at how to avoid blocking, insure against the consequences, and what opportunities there are to quickly restore work.

Why they block

Facebook protects its reputation and advertisers' finances. The algorithm blocks advertising or payment methods when actions or content seem suspicious to the system. the main task algorithm - to identify bad advertisers. The algorithm works on the principle “it’s better to block good advertising than to show what is unacceptable.” Due to the capricious system, bona fide users are also banned.

Bad advertising

When checking, the algorithm looks at the image, text and page to which the advertisement links. Therefore, all rules apply not only to the material that Facebook users see, but also to the page that the user is taken to when they click.

Suspicious use of account or means of payment

If a scammer gains access to your advertising office, he can spend funds from your card on his advertising campaigns. Facebook makes sure to quickly detect the actions of scammers and block them. The algorithm considers it suspicious when:

You will receive one of these messages:

In the Russian version:

We have detected unusual activity regarding payments, account logins, or received a payment complaint. Therefore, your account has been disabled to protect your personal and financial information. Please contact us.

Don't worry, if you didn't violate Facebook's rules, such a block can be removed quickly.

By mistake

Facebook's algorithm processes ads from five million active business pages every day, and sometimes it makes mistakes. If your advertisement reaches a live operator, he does not always evaluate it objectively: different operators can interpret the same advertising message differently. Facebook often places a block by mistake and admits it itself:

Or it mistakenly blocks the payment method, restores it after your complaint and apologizes:

Translation:

Thank you for contacting Facebook. I apologize for the inconvenience.

I have restored your account so you now have access to your payment options again. Just go to the payment section.

How to avoid blocking and prevent consequences

1. ExploreBasic Rules social network and run good advertising

2. Register a business manager (BM)

Especially if you manage several pages at once. In BM, you can link a separate payment instrument to each account, manage business pages and give colleagues administrator rights.

3. Connect a real card with sufficient funds and your name

Facebook trusts real bank cards where the owner's name is the same as the account administrator's name. If you are using someone else's card, make that person an administrator.

If you log into your advertising account from an unfamiliar IP, the system may think that you have been hacked and block the payment method. If you frequently travel on business, give administrator rights to your deputy and entrust him with running ads.

5. Provide yourself with access to a color copy of your passport or ID

If you are blocked, the system will ask you for a copy of your passport or ID. Upload the document to a cloud service or send it to your email. This way you can quickly download it anywhere in the world and attach it to a letter to technical support.

Facebook doesn't trust newbies. To launch advertising without problems, you need to fully set up your account, make several publications and develop it for at least a week.

8. Do not appoint people whose ad account is blocked as administrators

Facebook doesn't like users with bad reputation.

How to remove the block

Depends on the reason and type of blocking. But even if you wrote in the wrong place, your complaint will be forwarded to the right department and answered. Facebook support is caring but often slow. You can speed up and improve the process:

One of the most popular topics on Facebook is account bans.

I’ll tell you about the most common reasons that I have learned over several years of working with Facebook - why accounts are blocked and how to reduce the risk of blocking. I won’t write about black methods. Maybe another time :)

Possible reasons why FB is blocked

They mark a domain that was blocked in another account.
It is not advisable to add as admins those accounts whose advertising account has been blocked.
1 advertising account = 1 card
Mismatch between billing country and account country.
The bank card must be registered in the name of the account owner.
Do not allow a situation where FB cannot write off funds for advertising.
Many similar actions in a short period of time.
Complaints about advertising from users

In my experience key reasons: 1, 3, 8.

Example: an account with advertising for domain X was blocked. I took another account, created campaigns for the same domain, and a minute after sending it for moderation, the new account was blocked. Since my accounts were blocked a bunch of times, I tried using the same creatives (text, image) and completely different ones in new accounts with domain X. The results are the same - ban.

Solution: Keep a couple of other domains on hand.

The blocked account had card N. In the new account, I advertise on a new domain, but add the same card. The result is a ban.

Solution option: issue additional cards at your bank, use customer cards.

Too subjective a reason, which is difficult to understand and, unfortunately, influence. Just knowing the rules of advertising, what can be indicated in text and pictures, is not enough.

By hiding comments, you can only influence the effectiveness of advertising, and not the conditional “karma”. The problem is that the difference between “severe negativity” and “moderate negativity” is unclear.

There are accounts that I still cannot unlock. Exactly because of this reason.

The caring standard response from the support service:

Let's look at the rest of the reasons for blocking the Facebook advertising account.

If you add bad users to a football team, then you may get banned, but this rarely happens.

This is more of an indirect reason, which, in combination with others, affects the account ban. In my experience, it greatly affects reason 8.

If you work for Russian market, it is difficult to get banned for this reason. Create a client account or use your own - choose Russia. Overslept and chose the wrong time zone? It's okay, it doesn't affect the ban. It’s inconvenient to look at statistics for advertising and nothing more.

It often happens that Facebook blocks an account for the reason “it feels like your card was stolen and we will secure your account - confirm the card if we are wrong”

You will be prompted to follow this link - https://www.facebook.com/help/contact/531795380173090- and confirm the card. Go ahead and confirm. In this case, support is friendly and should quickly unblock the account.

There was a time when Facebook blocked people for the discrepancy between the card data and the name of the account owner. You could add a card in someone else’s name and Facebook would instantly block the account. Today this is one of the rarest reasons.

Facebook sometimes blocks and says: “it feels like you stole the card - confirm the card if we are wrong”

Confirm the card by following the advice in the previous paragraph.

You can get banned:

if you constantly forget about payments. For example, 5 or 10 times when Facebook fails to withdraw money.
if you pay off the debt after several months (or even years).

If you forget about a payment a couple of times for several hours or days, it’s okay.

Be careful and always keep the required amount on the card.

Maybe, but rarely.

You copy a bunch of ads and send them for moderation; copy, send; copy, send and so on for half a day.

Take breaks if you plan to work with a lot of ads on your account all day.

Important point:
If there was a history of communication with the support service and the situation was resolved in your favor, subsequent bans are very easy to appeal and much more difficult to obtain a ban.

Business Manager (hereinafter BM)

This is a method that solves the maximum of possible problems and reduces the risk of blocking under points 1 and 3.

1) Create a BM if you don’t have one.

There is no particular point in writing instructions on how to create a BM.

By the way, Facebook has a fairly detailed and understandable knowledge base. I advise you to use if you don’t know some settings:

You will be able to use one domain from different BM accounts and add one card to all accounts.

Do you want to increase the number of accounts?

2 ways:

Write to a specialist in chat that you want to increase the number of accounts. Come up with an adequate reason yourself. The simplest one is “you have many clients and each one needs a separate account.”
Gradually use each account. You can even advertise the same product. Soon you will be able to create more accounts. I know that there are 50 active accounts on the Business Manager, and even 800.

Appeal forms.

There are three main reasons why Facebook blocks Ads Manager:

Let's look at how to avoid blocking, insure against the consequences, and what opportunities there are to quickly restore work.

Why they block

Facebook protects its reputation and advertisers' finances. The algorithm blocks advertising or payment methods when actions or content seem suspicious to the system. The main task of the algorithm is to identify bad advertisers. The algorithm works on the principle “it is better to block good advertising than to show inappropriate ones.” Due to the capricious system, bona fide users are also banned.

Bad advertising

For one inappropriate advertisement, the entire account is usually not blocked. Facebook sets a block when several unapproved ads accumulate, or users complain about your campaigns.

Facebook will check the image, titles, description and link. Source: Morebooks

The robot will follow the link to make sure that the site complies with advertising and the rules of the social network.

Even if you are confident that your advertising is legal, appropriate and will benefit the public, read rules of advertising activities Facebook, it will take an hour.
The tool will show whether the amount of text added to the image is acceptable. The indicator should not be more than “low”. Facebook makes an exception for book advertising: there the text on the cover takes up most area. In this case, order a manual check when creating an ad.

Goods and services, and adult materials. Exception: informative advertising about family planning or contraception. You can only target users over 18.
The user's personal characteristics are used. Race, religion, age, etc. are mentioned directly or indirectly. Ads with the question “Are you a Christian?” will be blocked. or “Are you over 30?”, as they indicate the personal characteristics of the target audience.
Non-existent functions. Video playback arrows in pictures; buttons that cannot be pressed; objects that are misleading. A striking example- advertisement for Chinese sneakers Zone Kaiwei Ni. When watching an ad, you get the feeling that there is a hair on the screen that needs to be brushed away:

Tweet from user Blake Robbins asking for this ad to stop. The advertising account was eventually blocked

False results. This includes pictures “before” and “after” weight loss, expected earnings in network marketing etc. Prohibited advertising of financial products with the promise of earnings: binary options, network business, cryptocurrency.
Poor quality materials and text with many errors. Pictures that are too cropped and the user needs to click on a link to understand what is shown; illiterate text; too many icons (emoji) and punctuation marks. It not only spoils general form, but also prevents the algorithm from understanding the meaning of the advertisement.
Advertising with a link to pages in pdf and jpeg format. And also on pages that launch automatic downloading of files of any format.
Everything that is included in the “Restricted Content” clause of the rules. Alcohol, gambling, lotteries, loans, medicines, acquaintance. All advertisers who want to run ads of this type undergo an official verification by Facebook and provide the administration with documents stating that the business is legal and will not cause harm to the user.

Many points are devoted to ethics. Facebook is very careful to ensure that ads don't offend anyone or push them to make bad decisions. A striking example: dating sites cannot target users who have set their status to “married” or “in a relationship.” Family and relationships are one of the main values of the social network.

The Facebook algorithm reacts to prohibited words and wording, even if they are typed incorrectly, detects violations in pictures, and calculates prohibited types of goods. The system even evaluates the degree of “obscenity” of the images:

Source: Point 9 of the Facebook advertising rules

If you're too lazy to remember all the rules on Facebook, remember the main principle: advertising must be ethical. If you think that your publication may offend, offend, deceive or mislead someone, then it most likely will not pass.

Suspicious use of account or means of payment

If a fraudster gains access to your advertising account, he can spend funds from your card on his advertising campaigns. Facebook makes sure to quickly detect the actions of scammers and block them. The algorithm considers it suspicious when:
You will receive one of these messages:

Don't worry, if you didn't violate Facebook's rules, such a block can be removed quickly.

By mistake

Facebook's algorithm processes ads from five million active business pages every day, and sometimes it makes mistakes. If your advertisement reaches a live operator, he does not always evaluate it objectively: different operators can interpret the same advertising message differently. Facebook often places a block by mistake and admits it itself:

Translation:
Thank you for warning us about the advertising denial.

We checked it again and found that it complies with our rules. Now it's approved.

The ad is now active and will be launched soon. You can monitor your results in Ads Manager.

Or it mistakenly blocks the payment method, restores it after your complaint and apologizes:

Translation:
Thank you for contacting Facebook. I apologize for the inconvenience.

I have restored your account so you now have access to your payment options again. Just go to the payment section.

How to avoid blocking and prevent consequences

Especially if you manage several pages at once. In BM, you can link a separate payment instrument to each account, manage business pages and give colleagues administrator rights.

3. Connect a real card with sufficient funds and your name

Facebook trusts real bank cards where the owner's name is the same as the account administrator's name. If you are using someone else's card, make that person an administrator.

5. Provide yourself with access to a color copy of your passport or ID

Facebook doesn't trust newbies. To launch advertising without problems, you need to fully set up your account, make several publications and develop it for at least a week.

8. Do not appoint people whose ad account is blocked as administrators

Facebook doesn't like users with a bad reputation.

How to remove the block

Depends on the reason and type of blockage. But even if you wrote in the wrong place, your complaint will be forwarded to the right department and answered. Facebook support is caring but often slow. You can speed up and improve the process:

Today, many entrepreneurs have an advertising account on Facebook. If it is blocked, then such people will lose access to their advertisements, audience, statistics. As a result, problems will begin with promoting your website. The social network does this to prevent fraud. Let's look at how to unblock an advertising account on Facebook.

How Facebook blocks advertising accounts

There are only two types of account blocking:

The main part of blocking 95-99% of advertising accounts takes place in automatic mode. Usually, after this it is easy to restore your profile, even without contacting support. If the blocking is manual, then restoring the functionality of the profile will become much more difficult.

How to minimize the likelihood of an ad account being blocked

The user has not only the right to do this, but also the opportunity. You need to be careful and follow a certain algorithm:

You need to thoroughly study Facebook's advertising policies. It should be taken into account that various changes are regularly made to them.
When paying for any actions, you cannot use someone else’s bank card or plastic that is about to expire. For calculations, you should use personal details. Also, there should always be a minimum amount left on the card to pay any possible debt.
You cannot create multiple advertising messages after you have registered a new advertising account.
You should avoid frequent logins from foreign IP addresses when traveling. To do this, you should use a mobile application.
You should not add advertisers or page administrators, people with a bad reputation on FB.
You cannot give the access password to your profile to strangers.
Targeting needs to be precise.
Landing pages should be organized so that users stay on them certain time. Then Facebook will have no doubt about the seriousness of the advertising campaign.
It is necessary to avoid possible violations, especially immediately after creating a new account.
You should immediately remove rejected ads.

If you adhere to these simple rules, the likelihood of blocking an advertising profile will be minimal, but it cannot be completely eliminated.

Recovery instructions

If your account is blocked, you will need to take steps to restore it. This cannot be done over the phone. If you organize everything correctly, you will succeed.

Step 1. Determine the reason for the ban

This is required in order to quickly restore your profile, because the longer the account is blocked, the greater the losses in business. There are 2 ways to determine the reason for the blocking. Let's look at them in detail. Method one:

You can find them in the list presented above in the article, or by reading the Facebook advertising policy rules.

Step 2. Choose the correct method to contact technical support

In order to contact technical support, there are 4 options. Which one to choose depends on the reason for the blocking. But if you still couldn’t understand them, then you need to use the first option.

№1 . The account has been disabled due to suspicious activity. In this case, automatic blocking was applied. This could happen:

In such a situation, you need to follow this link: https://www.facebook.com/help/contact/1582364792025146.

№4 . For various reasons - chat. This method Not suitable for every advertiser. It all depends on the financial costs of advertising. To write to the chat, you need to use this link: .

Step 3. Fill out the form and send it to technical support

Here you need to carefully fill out each column. If Facebook asks you to submit any documents, then this must be done. Also, when filling out the form, you must describe the current situation in detail. Example:

1.You need to provide general information:

Whose account was disabled?
His number.
The method by which advertising was paid for.

2.Filling in information about the bank card owner:

Indicate who its owner is (answer “I”).
First and last name.
Email address.
Reason for using the card.

Have you tried to purchase advertising (required to answer “Yes”).
Description of the campaign.
Were there any unusual expenses (you should answer “No”).

4.Indicating information about the payment method:

Does the location differ (answer “No”).
Real location (indicate the city).
Country of payment method.
If these are other states, it is required to explain why.

5.Attach a color photo and submit the form. You need to download the file to your computer and click the “Submit” button.

After filling out the form and sending a photo, you will receive a notification by e-mail that the request has been sent to technical support and then you will receive a response from specialists.

How long does it take to restore an advertising account?

It all depends on the reason for the blocking and the day the user contacted technical support. Waiting for a response takes from 1 to 3 days. But without taking into account holidays, as well as weekends. If the reason for blocking the advertising profile was not serious, then it will be unblocked during this period. Otherwise, it will take more time and it may be that access will not be restored.

Four important nuances when communicating with technical support

When you write a letter to technical support of the social network Facebook, you should follow these rules:

You must be polite and not write messages on emotions. You should remember that the company employees with whom you communicate have nothing to do with the fact that your account was banned.
Write to English language. You should not write on FB in Russian. In this case, you may not be answered or notified after 1-4 weeks. If you have difficulties with English, then you should use Google translator. Company employees will be able to understand you.
Don’t write on FB that you, as an advertiser, bring them a lot of income. These are the people, by company standards, who spend $1 million a month.
Answer all questions from specialists honestly and describe the current situation as fully as possible. You also need to be prepared for long correspondence and expectations.

Take these nuances into account, and then communicate with the service technical support will be comfortable. You will also have a chance that your application will be considered faster.

Conclusion

Using the tips listed in the article, firstly, you can avoid blocking your ad account, but if this happens, then do whatever is required to unblock it. If there were no violations of Facebook's advertising policy, then quickly. Don’t think that you won’t have to deal with blocking on FB; this will happen if you advertise on social networks. By following the advice you will quickly cope with this.