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Clients' Account Closed Account Before We Even Start Advertising

Anonymous
2023-05-26T21:56:34+00:00

We are also running into the same issue where we are setting up Microsoft Advertising for a client and ran into the same issue as several others on this forum before having the chance to advertise and we got the "this account is inactive. to reactivate the account, please contact support."

At the time, we were reassured that this was a routine process only to get feedback shortly after that

"Based on our investigation, your account will remain closed. For privacy and security reasons, we cannot provide details around your specific account closure, but the account was determined to be high risk to other customers or advertisers, as stated in our Editorial Guidelines and Terms of Use. Please know that we have taken this matter seriously and have thoroughly investigated the issue. This decision is final, and we consider the issue closed."

This is frustrating for a few reasons

1 - This is someone who has advertised in Google for several years without an issue like this and we're running into this despite basically the same website, account structure, etc.
2 - Through methods of phone and e-mail support we were told there is no recourse for appeal. This part is particularly frustrating as we feel this was a mistake and if nothing else, we should have at least the right to appeal and a fresh set of eyes
3 - There is absolutely no inclination on what policy this got flagged under and thus no recourse for us to make any needed adjustments in the event we have an inadvertent issue.

Can someone please help us resolve this issue for our client?

Microsoft Advertising | Manage ads | Editorial policy guidance

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2023-05-30T15:12:04+00:00

    Hello Ryan, 

    Thank you for reaching out to the Microsoft Advertising Community Forum! My name is Pranavi, and I will be assisting you with this query.

    We completely understand how frustrating this is and how important it is for you to set up an advertising account with us. We are sorry to see that you are struggling to get accounts up and running.

    We are not aware about any technical reasons as to why account have been getting suspended.

    Generally, there could be a number of reasons why our system would suspend an account. For security reasons, we are unable to provide exact details on why an account has been suspended, but I've compiled a list below of the most common areas where accounts may be out of compliance with our advertising policies.  

    Please see a list of important policies below to ensure you are following them. 

    Also, it is important to review whether your billing, and payment method are compatible with each other! You will be able to determine which options are available to you by selecting your country/region and currency on our help page, which you will be able to access with the following link - Choosing a payment method for Microsoft Advertising

    Please note that we have a dedicated team responsible for the accounts which get suspended and for security and privacy reasons they do not disclose the reason why the account is suspended.

    In our terms and conditions and editorial policy you can get know why your account was suspended. I suggest you to please refer the below links:

    https://about.ads.microsoft.com/en-us/policies/home
    https://www.microsoft.com/en-us/legal/intellectualproperty/copyright

    I will be also sending you a private message asking you to provide more information so, please reply to us and we will be happy to assist you.

    Thank you,

    Pranavi | Microsoft Advertising Support Specialist | 800-633-5915

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  2. Anonymous
    2023-07-07T13:45:55+00:00

    Was there any outcome to this, I have same issue, seems this might be something we need to go to BBB for.

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  3. Anonymous
    2023-07-07T19:46:52+00:00

    I have the same problem. They won't tell me why via chat or phone. The Reddit sub has several people describing the exact same problem. MSFT doesn't appear to be serious about competing in the online advertising market.

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