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$2+ Million FB Ad Spend Banned - Ads still Spending. Next Steps? (25)

11-30-2020 02:25 PM #1 genixb (Member)
$2+ Million FB Ad Spend Banned - Ads still Spending. Next Steps?

Hi guys & gals,

My personal account got banned for copyright infringement (2 warnings in 2 days), I only got the email warning for the 1st infringement AFTER getting the final 2nd ban. Working on recovery it (any suggestions)? It was an honest confusion else I wouldn't have ran the same ad again.

7-figure spend this year with whitehat ads.

The odd thing is, my personal account got perma-banned but the primary ad account is still spending $x,xxx/day (profitably). Is there any way to access/recover it since it's still running?


And what's the best place to learn about making new BMs without getting banned now that my personal one is RIP...? New LLC, Card etc... Even if it's paid consultation

Thanks in advance.

11-30-2020 03:06 PM #2 stickupkid (Senior Moderator)

Jump into the chat, explain you made an honest mistake and it's one of the few from last years of WH mediabuy only. Explain the account thing too so they can give you access to it. I must say the support helped lately quite good and thoroughly. In the past most of the time they couldnt do jackshit and just fwd-ed messages internally to the relevant area's.

I think it's best to ask friends/family accounts and build a solid BM from there. Preferably on a new device, but trust me I have done much worse things and still worked on only 2/3 laptops last 10 years. Don't be too paranoid, but making a new account from scratch -> actual mediabuy is quite a road man. Thats not "just some weeks of activity".

Fingers crossed!

11-30-2020 03:07 PM #3 jeremie (Moderator)

Hey,

You should talk with @fbqueen. Look at her post about agency BM.
https://stmforum.com/forum/showthrea...9327-heres-why

11-30-2020 03:22 PM #4 vortex (Senior Moderator)

Really sorry to hear about this misfortune!

The best advice has been given above. You may also find something useful in this post:

https://stmforum.com/forum/showthrea...ed-FB-Accounts

As for how to set up another account without allowing FB to link you to your old account: As mods we're not really allowed to go into too much detail on what is called 'blackhat' practices. But you will find lots of info on blackhat forums. (Without going into detail, you need to leave no footprint: New IP new machine new credit card new everything.)

A suggestion - and I'm definitely NOT trying to add insult to injury because I learned that one the hard way as well: Next time add another admin to your ad account if possible. Someone 100% trustworthy. That way if you lose access to the ad account for any reason, at least someone will be able to go in and stop the ads.

It's really unfair for FB to lock people out without putting all their ads on pause first...but unfortunately that's the current state of things.

Keeping my fingers crossed for you...



Amy

11-30-2020 03:25 PM #5 genixb (Member)

Quote Originally Posted by stickupkid View Post
Jump into the chat, explain you made an honest mistake
Possible to do without having access to the personal acc?
Cause of no access to personal, I can't access the BM as well to use the ad account and control the spend



And yes I'll keep appealing, waiting for a reply from the appeal, and will re-appeal again and also reach out to FB's COO later this week if no success with support.



Quote Originally Posted by jeremie View Post
Hey,

You should talk with @fbqueen. Look at her post about agency BM.
https://stmforum.com/forum/showthrea...9327-heres-why
Thanks I reached out to her via her website an hour ago regarding her agency account service, looks promising

11-30-2020 03:30 PM #6 genixb (Member)

Quote Originally Posted by vortex View Post
Really sorry to hear about this misfortune!

The best advice has been given above. You may also find something useful in this post:

https://stmforum.com/forum/showthrea...ed-FB-Accounts

As for how to set up another account without allowing FB to link you to your old account: As mods we're not really allowed to go into too much detail on what is called 'blackhat' practices. But you will find lots of info on blackhat forums. (Without going into detail, you need to leave no footprint: New IP new machine new credit card new everything.)

A suggestion - and I'm definitely NOT trying to add insult to injury because I learned that one the hard way as well: Next time add another admin to your ad account if possible. Someone 100% trustworthy. That way if you lose access to the ad account for any reason, at least someone will be able to go in and stop the ads.

It's really unfair for FB to lock people out without putting all their ads on pause first...but unfortunately that's the current state of things.

Keeping my fingers crossed for you...



Amy
Will read your guide in detail - thank you.
No offense taken - I created a backup pixel and will see if I can somehow get access to the ad account, possibly did have backup access.

I was hoping to add adespresso or 3rd party tools as a backup resort to pause ads in the future, but they cut all integrations that go through the personal acc so that's a no-go.

11-30-2020 03:40 PM #7 vortex (Senior Moderator)

Quote Originally Posted by genixb View Post
Will read your guide in detail - thank you.
No offense taken - I created a backup pixel and will see if I can somehow get access to the ad account, possibly did have backup access.

I was hoping to add adespresso or 3rd party tools as a backup resort to pause ads in the future, but they cut all integrations that go through the personal acc so that's a no-go.
Have you tried getting in touch here? https://www.facebook.com/facebookadsupport

When you get access again you can try to ask them for a refund. They're usually pretty good about that sort of thing.



Amy

11-30-2020 03:52 PM #8 genixb (Member)

Quote Originally Posted by vortex View Post
Have you tried getting in touch here? https://www.facebook.com/facebookadsupport

I can FEEL your angst about not being able to stop the ads. My heart is starting to pound as well.

When you get access again you can try to ask them for a refund. They're usually pretty good about that sort of thing.



Amy
My personal account got banned not the ad account, hence I'm not able to contact support via that link (or most others). I can only submit an appeal via https://www.facebook.com/help/contact/321897297972632 which is what I got a response from (denial), I responded to the email with proof and awaiting their response, takes longer than ad account appeals.

Luckily the ad account is profitable and ads are cost-cap & re-targeting and have been running profitably for a while so doubt they'll turn into a negative ROAS anytime soon.
It's $2k-$4k/day spend. Once I regain, l'll reach out for a refund request especially if there's any specific unprofitable campaigns. Heck, they might refund the full amount of what I didn't have control of during that time.

11-30-2020 04:03 PM #9 vortex (Senior Moderator)

Quote Originally Posted by genixb View Post
My personal account got banned not the ad account, hence I'm not able to contact support via that link (or most others). I can only submit an appeal via https://www.facebook.com/help/contact/321897297972632 which is what I got a response from (denial), I responded to the email with proof and awaiting their response, takes longer than ad account appeals.

Luckily the ad account is profitable and ads are cost-cap & re-targeting and have been running profitably for a while so doubt they'll turn into a negative ROAS anytime soon.
It's $2k-$4k/day spend. Once I regain, l'll reach out for a refund request especially if there's any specific unprofitable campaigns. Heck, they might refund the full amount of what I didn't have control of during that time.
I understand it's your personal account that got banned, but it's your ad account that's still spending the funds, so it would be appropriate to ask the advertising department to put your ads on pause at least.

And it wouldn't hurt to mention "by the way - is there anything else I can do to have my personal account reinstated?" The worst is you'd get a no.

Or are you saying you can't even access that chat at all? Please note that this is NOT the live chat function - this is the Facebook Business Support Page where you can do the typical messenger messaging: https://www.facebook.com/facebookadsupport Everyone should have access to this AFAIK.

I'm relieved to hear that your ROI is positive and stable! And yeah it would be a bonus if they would refund the amount - but if you're using pixels to track revenue then they would see that your ROI is positive - don't know if they would agree to a refund in that case.



Amy

11-30-2020 04:10 PM #10 genixb (Member)

Quote Originally Posted by vortex View Post
I understand it's your personal account that got banned, but it's your ad account that's still spending the funds, so it would be appropriate to ask the advertising department to put your ads on pause at least.

And it wouldn't hurt to mention "by the way - is there anything else I can do to have my personal account reinstated?" The worst is you'd get a no.

Or are you saying you can't even access that chat at all? Please note that this is NOT the live chat function - this is the Facebook Business Support Page where you can do the typical messenger messaging: https://www.facebook.com/facebookadsupport Everyone should have access to this AFAIK.

I'm relieved to hear that your ROI is positive and stable! And yeah it would be a bonus if they would refund the amount - but if you're using pixels to track revenue then they would see that your ROI is positive - don't know if they would agree to a refund in that case.



Amy
Yah doubt they'll refund the whole thing, if anything the unprofitable campaigns (if any) however if not I'm cool with that, not a problem as it's positive overall and re-targeting helps the failed initial purchases.

The link you sent me is a FB Page. If I click "send a message" it asks me to login to my FB. When I do, it gives me the "Account has been disabled" message I shared earlier (the image).
And "Contact Us" leads to https://www.facebook.com/business/resources

11-30-2020 05:12 PM #11 vortex (Senior Moderator)

Quote Originally Posted by genixb View Post
Yah doubt they'll refund the whole thing, if anything the unprofitable campaigns (if any) however if not I'm cool with that, not a problem as it's positive overall and re-targeting helps the failed initial purchases.

The link you sent me is a FB Page. If I click "send a message" it asks me to login to my FB. When I do, it gives me the "Account has been disabled" message I shared earlier (the image).
And "Contact Us" leads to https://www.facebook.com/business/resources
Ah right of course! So sorry for that oversight. It's a blind spot since I've never had my personal account banned before (knock on wood).

Hopefully you'll get a reply on the appeal soon! They're usually quite fast - no more than 3 days. Sometimes I'd get a same day reply.

Just a thought: Would it be possible to go through a family member's or friend's account and access the chat that way? Just tell FB support they're a partner or something. You may want to seek out a family member who's not really using their account anymore though - in case FB links up the two accounts and ban theirs as well.



Amy

12-10-2020 04:43 PM #12 genixb (Member)

@vortex @stickupkid

If an ad that infringes IP gets reported - does it also get removed? I checked and I can access both ads... it seems the ban was not related to that... but not sure.

Yesterday I received this email response from FB, automated but it does say "group" although I never ran any groups or posted any IP content...


This is the very first email FB sent me, it doesn't seem it's related to the content/ad I thought it initially was about ,perhaps I was hacked...


Ofc when I respond to the emails, I don't get anything back so will just keep resubmitting. Have 16 days to fix this before they "permanently" delete my account.

12-10-2020 06:02 PM #13 stickupkid (Senior Moderator)

Quote Originally Posted by genixb View Post
@vortex @stickupkid

If an ad that infringes IP gets reported - does it also get removed? I checked and I can access both ads... it seems the ban was not related to that... but not sure.

Yesterday I received this email response from FB, automated but it does say "group" although I never ran any groups or posted any IP content...


This is the very first email FB sent me, it doesn't seem it's related to the content/ad I thought it initially was about ,perhaps I was hacked...


Ofc when I respond to the emails, I don't get anything back so will just keep resubmitting. Have 16 days to fix this before they "permanently" delete my account.
Why do you think it has to do with the ad? If they mention IP I guess it's flagged since manage multiple accounts via one IP adress, AND post bad content. Correct me if I am wrong. But to answer the question; if an ad gets flagged/banned it's not visible/adjustable anymore indeed. If it's rejected you can often adjust/delete it.

12-10-2020 06:31 PM #14 iwanttofly (Veteran Member)

Quote Originally Posted by stickupkid View Post
Why do you think it has to do with the ad? If they mention IP I guess it's flagged since manage multiple accounts via one IP adress, AND post bad content. Correct me if I am wrong. But to answer the question; if an ad gets flagged/banned it's not visible/adjustable anymore indeed. If it's rejected you can often adjust/delete it.
Pretty sure that IP here refers to Intellectual Property, and not Internet Protocol.

12-10-2020 06:33 PM #15 stickupkid (Senior Moderator)

Quote Originally Posted by iwanttofly View Post
Pretty sure that IP here refers to Intellectual Property, and not Internet Protocol.
That makes it a bit more complicated then yeah.

12-10-2020 06:33 PM #16 iwanttofly (Veteran Member)

Quote Originally Posted by genixb View Post
@vortex @stickupkid

If an ad that infringes IP gets reported - does it also get removed? I checked and I can access both ads... it seems the ban was not related to that... but not sure.

Yesterday I received this email response from FB, automated but it does say "group" although I never ran any groups or posted any IP content...


This is the very first email FB sent me, it doesn't seem it's related to the content/ad I thought it initially was about ,perhaps I was hacked...


Ofc when I respond to the emails, I don't get anything back so will just keep resubmitting. Have 16 days to fix this before they "permanently" delete my account.
Everything is IP(Intellectual Property), a copyright, trademark, brand, logo picture, etc. EVERYTHING

What were you running, where were you getting your images, did you use logos that you did not have permission to run?

Lots of stuff no one ever picks up on, but every once in a while you find someone who watches their IP like a hawk and you will get copyright strikes, Cease and Desists, etc. So what were you doing and where did you get your creatives?

12-10-2020 06:50 PM #17 genixb (Member)

Quote Originally Posted by iwanttofly View Post
Everything is IP(Intellectual Property), a copyright, trademark, brand, logo picture, etc. EVERYTHING

What were you running, where were you getting your images, did you use logos that you did not have permission to run?

Lots of stuff no one ever picks up on, but every once in a while you find someone who watches their IP like a hawk and you will get copyright strikes, Cease and Desists, etc. So what were you doing and where did you get your creatives?
@stickupkid yah IP as in intellectual property.

We generally film a lot of our own stuff.
The only ad I recently ran that would violate copyright would be a 2 second clip within the new ad however both those ads (I recreated the same ad) are not deleted, they're both still visible with a direct link - while generally they would be removed if it was the ad that violated the IP no? If that's the case, it's not the ad.

This was on a secondary ad account. The primary ad account is still running traffic (same page/pixel/URL) & the page is still up and alive.

The ad did get rejected 12 hours after approval though (not all at one but slowly) due to violating TOS but I think it was because it was an ad that directly targeted the user that they shouldn't do a specific action (nothing related to copyright).

I noticed for example not all the 7-8 campaigns (same ad) were shut down right away but rather throughout a 2-3h span.

Which leads me to think it may not be the ad but rather my personal account posting something. The automated response mentioned "your group", which I don't actually have. Unless it was a false automated reply.
I don't recall posting any copyrighted content on my personal acc I just leave comments.

Signs that it's not the ad that violated IP:
- The identical ad videos are still alive via a direct link
- FB's response, although automated said "your group"
- Personal account got banned
- The primary ad account (same brand/pixel/page/URL) is still running
- The FB page is still up and alive
- I believe generally if someone claims copyright, FB will let you know via email along with information of the person who claimed it.

Signs that it's the ad that violated IP:
- The secondary ad account seems to be disabled (both times the ad targeted users directly, slightly blaming them, but nothing related to IP)
- Timing does seem to be around the time of the new ad being posted (the email warning took 2 days to arrive, which by then we already re-created the ad and got banned).

We film a lot of our own content.

FB should really offer phone support to their advertisers or at least make it clear what the issue is.


Anyways, right now I'm submitting appealing based on their wording that it was on a FB group, which it wasn't - hopefully this angle works. Been a headache...

12-10-2020 06:57 PM #18 iwanttofly (Veteran Member)

Quote Originally Posted by genixb View Post
@stickupkid yah IP as in intellectual property.

We generally film a lot of our own stuff.
The only ad I recently ran that would violate copyright would be a 2 second clip within the new ad however both those ads (I recreated the same ad) are not deleted, they're both still visible with a direct link - while generally they would be removed if it was the ad that violated the IP no? If that's the case, it's not the ad.

This was on a secondary ad account. The primary ad account is still running traffic (same page/pixel/URL) & the page is still up and alive.

The ad did get rejected 12 hours after approval though (not all at one but slowly) due to violating TOS but I think it was because it was an ad that directly targeted the user that they shouldn't do a specific action (nothing related to copyright).

I noticed for example not all the 7-8 campaigns (same ad) were shut down right away but rather throughout a 2-3h span.

Which leads me to think it may not be the ad but rather my personal account posting something. The automated response mentioned "your group", which I don't actually have. Unless it was a false automated reply.
I don't recall posting any copyrighted content on my personal acc I just leave comments.

Signs that it's not the ad that violated IP:
- The identical ad videos are still alive via a direct link
- FB's response, although automated said "your group"
- Personal account got banned
- The primary ad account (same brand/pixel/page/URL) is still running
- The FB page is still up and alive
- I believe generally if someone claims copyright, FB will let you know via email along with information of the person who claimed it.

Signs that it's the ad that violated IP:
- The secondary ad account seems to be disabled (both times the ad targeted users directly, slightly blaming them, but nothing related to IP)

We film a lot of our own content.

FB should really offer phone support to their advertisers or at least make it clear what the issue is.
Yes, the emails really read like they are directed at you personally rather than as an advertiser, and group is mentioned several times. So you don't own or aren't admin on any group?

And yes, FB support blows. As fast as they are to ban, they should really back it up with decent support to appeal or at least learn what you did wrong so you can avoid it in the future.

Moderation by ambush is not a viable long-term strategy. Considering the recent anti-trust lawsuit, I think Facebook's woes will only continue to grow.

12-10-2020 09:07 PM #19 vortex (Senior Moderator)

Signs that it's not the ad that violated IP:
- The identical ad videos are still alive via a direct link
- FB's response, although automated said "your group"
- Personal account got banned
- The primary ad account (same brand/pixel/page/URL) is still running
- The FB page is still up and alive
- I believe generally if someone claims copyright, FB will let you know via email along with information of the person who claimed it.

Signs that it's the ad that violated IP:
- The secondary ad account seems to be disabled (both times the ad targeted users directly, slightly blaming them, but nothing related to IP)
- Timing does seem to be around the time of the new ad being posted (the email warning took 2 days to arrive, which by then we already re-created the ad and got banned).
I read those emails over several times - and it REALLY doesn't look like FB was referring to your ads, but "your group".

I have several questions for you:

-{ip_description} - was that actually in the email or did you replace it to protect privacy? If that was actually in the email, it looks like it may have been sent out by a bot or an absent-minded reviewer that had forgotten to actually replace the placeholder with the actual group name.

-Do you even own a group?

-Did you receive an email notifying you of the account bans?

Definitely agree with @iwanttofly - they REALLY need to provide better support after banning. The way they're doing things is frustrating...



Amy

12-11-2020 07:37 AM #20 genixb (Member)

Quote Originally Posted by vortex View Post
I read those emails over several times - and it REALLY doesn't look like FB was referring to your ads, but "your group".

I have several questions for you:

-{ip_description} - was that actually in the email or did you replace it to protect privacy? If that was actually in the email, it looks like it may have been sent out by a bot or an absent-minded reviewer that had forgotten to actually replace the placeholder with the actual group name.

-Do you even own a group?

-Did you receive an email notifying you of the account bans?

Definitely agree with @iwanttofly - they REALLY need to provide better support after banning. The way they're doing things is frustrating..


Amy


- {ip_description} was the way the email was actually sent - I didn't touch it.
- I don't own any group (maybe from 10 years ago that i don't recall, but definitely haven't created or posted in any recently)
- I received an email warning for the 1st warning a day after the 2nd ban.
Nov 23: Infringement
Nov 24: 2nd infringement, perma ban
Nov 25: Email warning regarding the 1st infringement


They always keep asking for a report # and content identification. There isn't a report #. I keep resubmitting appeals with different angles/wording.

Is there only ONE source to get in touch with FB without a Facebook account? (atm it's the Trademark Appeal Content Form)
Searching for another one at the moment, and also emailed FB's COO Sheryl.

Determined to get this account back lol.


Update: I have found several emails (advertise @ fb... info, legal & etc) and decided to email them all separately.
I guess this is now a journey thread to getting unbanned Hopefully with a good ending.

12-11-2020 02:04 PM #21 vortex (Senior Moderator)

To me, it's really starting to look like a big misunderstanding - maybe FB made a mistake by getting you mixed up with another user, or someone had hacked your account and was somehow using it to spam groups or something nefarious.

As for the "coincidence" in timing: Maybe it was the IP infringement thing that started the whole investigation into all your activities on FB including your ad account, and the ad account either didn't pass their manual review or they just decided to ban everything you owned to mitigate risks (their perceived risks).

I really admire the fact you're not giving up! Please do continue to update us on progress. If I find out any other way to get in touch with FB I'll let you know as well.


Amy


Sent from my iPhone using STM Forums

12-11-2020 02:10 PM #22 vortex (Senior Moderator)
$2+ Million FB Ad Spend Banned - Ads still Spending. Next Steps?

Just had an idea: If nothing else works, maybe try to report your account as having been hacked would give you an extra chance to reach someone. Here's the form:

https://m.facebook.com/help/contact/295309487309948

May be worth a shot?

And here's some additional info on how to report a hacked account:

https://m.facebook.com/help/communit...29304738000700

I'll keep looking...


Amy



Sent from my iPhone using STM Forums

01-24-2021 07:41 PM #23 dseopro1000 (Member)

приветдря! я новичок и много читаю про fb рекламу......научите меня пожалуйста давать рекламу и зарабатывать!!! пожалуйста....хочу быть независимым.. piterboxup@gmail.com буду очень признателен. очень много читаю...много информации...я совсем запутался...

01-24-2021 10:22 PM #24 jeremie (Moderator)

Quote Originally Posted by dseopro1000 View Post
приветдря! я новичок и много читаю про fb рекламу......научите меня пожалуйста давать рекламу и зарабатывать!!! пожалуйста....хочу быть независимым.. piterboxup@gmail.com буду очень признателен. очень много читаю...много информации...я совсем запутался...
Hello,
If you want to post in Russian, please do in this section only
https://stmforum.com/forum/forumdisp...mp-Middle-East

For the rest of the sections, please use english so that everyone can answer you.

01-25-2021 04:06 AM #25 vortex (Senior Moderator)

Quote Originally Posted by dseopro1000 View Post
приветдря! я новичок и много читаю про fb рекламу......научите меня пожалуйста давать рекламу и зарабатывать!!! пожалуйста....хочу быть независимым.. piterboxup@gmail.com буду очень признателен. очень много читаю...много информации...я совсем запутался...
Like @jeremie said - next time please post in English.

I've run your post through google translate and fortunately was able to understand what you said above.

The "NEWBIE ZONE" will help you to get started:

https://stmforum.com/forum/forumdisp...he-Newbie-Zone

Specifically: If you have zero experience buying and running traffic, this would be a good place to start:

https://stmforum.com/forum/forumdisp...l-2019-Version

Right now I'm trying to finish updating to the 2021 version, but in the meantime, please get started using the 2019 version. Nothing much has changed EXCEPT the various user interfaces - for example when you get to the lesson about setting up Amazon S3 and CDN etc., it would be better to follow the updated lesson in the 2021 version. I'll try to finish the new version ASAP.



Amy

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