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We Got Our Facebook Ad Account Back! (And How You Can Too)

Discussion in 'FaceBook' started by youssef93, Jul 24, 2015.

  1. youssef93

    youssef93 Senior Member

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    Hey folks,

    So a while ago I posted asking whether anyone has gotten their Facebook account back from a suspension. Most people recommended not to bother. However, after about 10 days, Facebook restored our account safe and sound!

    Whether they will do the same for you is a big MAYBE. Accounts get suspended for all sorts of reasons and if it's a 100% blacklisted industry or a violation you cannot really explain yourself with, then it's unlikely you can get it back. Let me first tell you what happened with us then break it to steps.

    We received a suspension email that said we were out due to "User Safety" policy. We carefully read and re-read this section of the policy multiple times. We thought it's probably because our landing page was too thin on content and we had no privacy, tos links, no menus, nothing. So they thought we were just harvesting user data. That is the most likely scenario.

    What we did was contact Facebook through over 4 different forms. Every form we could get our hands on that's relevant. This included not just the one we received through email to "appeal" but also the "ad disapproved" form and the normal support form (from help center). The key to getting your account reactivated from our experience is this: REACH A HUMAN.

    After 10 days, our account returned safe and sound. What we did was draft up a well formatted email that included the following:

    1) Very calm and polite tone.
    2) Showed that we understood exactly the policy we violated and read about it several times.
    3) Showed that we did something about it. (We revamped the landing page and included company information to enhance user trust)
    4) Apologized if this was the wrong department and asked to be forwarded to the correct one.

    We sent it through all the relevant forms in the help center (dont spam them to death though, submit 3-4 relevant forms max). Point #4 was put so that if we got to a human, but in the wrong department, they'd hopefully forward it to a human in the right department.

    All good now!

    If you got suspended, here's what I recommend doing.

    1) First and foremost, calm down. Really.
    2) Carefully read the email they sent you, it's vague, but they point out a specific part in their advertising policy. Read it carefully.
    3) Get out of the "I didn't do anything wrong!" vicious circle and try applying the vague policy violation they sent to your situation. This is key.
    4) Determine if there's anything you can do to fix the violation and do it. Be paranoid here and try to stay on the safest sde.
    5) Go to the help center and start collecting links for relevant forms like the "ad manager disabled", "payments disabled"..etc.
    6) Draft an email baring the guidelines above and sent it through the forms.
    7) Sit tight for 10 business days.
    8) Pro tip! Fish relevant employees on LinkedIn and find their emails. We actually did this and got someone to help us with our case and he was extremely helpful. I won't give specific details for this step because I won't want Facebook employees to get spammed to death, but if you know anyone connected to any FB folks on Facebook (I have some recruiters), this task would be easy. Also a quick Google search can tell you how you can find out their email.

    If for 10 business days nothing happens, then maybe it's time to move on.

    Hope this helps!
     
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  2. racket

    racket Regular Member

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    good post thank you
    do you mind sharing the 4 forms you used?
     
  3. youssef93

    youssef93 Senior Member

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    Facebook consistently changes the links of these forms so it's much better to find them through your advertiser control panel.
     
  4. bigballin6161

    bigballin6161 Jr. VIP Jr. VIP Premium Member

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    Bookmarked for future. Getting banned from FB is a huge concern!
     
  5. VY CMa

    VY CMa Newbie

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    Good tips. Thanks for the share.
     
  6. Seo Lover

    Seo Lover Jr. Executive VIP Jr. VIP

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    Mine got banned around a year ago ... And its permanently banned ...

    I tried appealing but i got a reply that decission is final ...

    Hard luck !
     
  7. youssef93

    youssef93 Senior Member

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    It really depends on the circumstances at which it got banned and how you drafted up your appeal, and whether it actually reached a real human at the end or not. I had my Adwords account banned in 2011 and got it back in 2014 :D When they banned our account in this situation as well, they said it was banned PERMANENTLY too, but we still managed to get it back. If it wasn't something 100% shady that you cannot explain, and you still wish to give it another go feel free to PM me and I'll try to help.

    I think another key is to actually show them you did changes. Our main issues with the "Trust & Safety" policy was related to our landing page. We made major modifications there and explained in the appeal how each modification helped increase user safety and trust so that everything is transparent and upfront. They reactivated the account within 10 business days.

    If you're not doing much Facebook or have moved on with another account or whatever, it might not be worth the effort but you surely can give it another try even after all the years.
     
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