How do I get someone in Facebook to respond

Dec 6, 2017 29 Comments

My small agency does a lot of Facebook advertising. We recently lost access to our FB business manager account, but all of our clients’ ads which we were running under it are still live and spending money. We’ve been reduced to helpless observers, as Facebook spends our money and will not respond to any support tickets, tweets or attempts at getting in touch.

How do I get Facebook support to pay attention and help me?

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TOP 29 Comments
  • OP
    Still no response, and it’s been over a week. I’ve tried reaching out to support through so many channels and it’s just shocking that nothing has worked. This seems to be a systemic issue within the organization. I appreciate your response, but what do you think I should do at this point. Going to the press is my next move, we are a PR & marketing agency after all
    Dec 11, 2017 3
    • Facebook corgi4all
      You should do what you feel would be most effective. If you'd like, I can create an internal support request for you. I'll need more information like your support ticket number (which you've already posted here) and some details about your ad account. Feel free to PM me.
      Dec 11, 2017
    • OP
      Thank you, I sent you a PM
      Dec 11, 2017
    • Sapient Razorfish / Product Explore444
      Yay for kindness
      Dec 12, 2017
  • Facebook / Product
    Melvin

    Facebook Product

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    Melvinmore
    Personally, I would just call my credit card company and tell them to start rejecting payments to FB. I don't know much about our ads escalation process, but that sounds shitty. If it's true that there's no clear way to regain control over a business account, then she down your old one and start a new one.
    Dec 6, 2017 1
    • OP
      I manage client accounts and we’ve discussed this option as a last resort. The problem is that we would lose all of the audiences, historical data and algorithmic learning on the accounts. These are all things that took many months and lots of $ to build up to, so we don’t want to resort to that nuclear option until all others are exhausted.
      Dec 7, 2017
  • Facebook public
    Start a chat with support? Not sure trying to tweet fb will get you much traction ;)
    Dec 6, 2017 3
    • OP
      Apparently you only get chat support if you spend a certain amount, whatever that unknown threshold is, we don’t meet it. My only options are community support and filing support tickets that remain unanswered 72 hrs in. Help!
      Dec 6, 2017
    • Facebook public
      Yep I think you have to have spent a dollar in the last 30 days for 24 hour response. https://facebook.com/business/support/contact-us
      Dec 6, 2017
    • OP
      We’ve spent over $12K in the last month and still don’t get the chat support option in the Facebook.com/business/resources page. Only “ask community.” That link you provided doesn’t work. Help!
      Dec 7, 2017
  • Microsoft Way fair
    Facebook’s management of ads is shitty. They know how to take money but have no customer service hotline we can call, not chat assistance. It’s just crappy. Idk how such a large corporation ignore things like that. It’s a class action lawsuit waiting to happen.
    Dec 6, 2017 6
    • Microsoft Way fair
      Sure. If someone is paying 5m I am sure they have a hotline to zuck. But if u are a mom and pop store spending few hundred dollars u are hosed.
      Dec 6, 2017
    • Reddit 83!:!
      Lol at $5m/yr you get an account manager who is working with 15 other people at the same time. I’m doubt even sure P&G gets a direct line to Zuck and they probably spend $50m/yr on FB.
      Dec 6, 2017
    • OP
      We spent $100K+ in 2017 but apparently that’s not enough to deserve live chat support. Class action suit waiting to happen indeed...
      Dec 7, 2017
    • Reddit 83!:!
      $100k in a year? You won’t get support from anyone for that, it’s peanuts.
      Dec 7, 2017
    • OP
      Haha I guess that’s the case at Facebook. Most normal businesses provide plenty of support at that price range
      Dec 8, 2017
  • Facebook / Product
    Melvin

    Facebook Product

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    Melvinmore
    Dec 7, 2017 3
    • OP
      Yes and I get: “sorry, this page is unavailable”
      Dec 7, 2017
    • OP
      I think we’re stuck in some kind of catch 22 situation where we don’t get support if we haven’t spent a certain amount of money, but the account that all the ad spend was on is lost (that’s the problem!) so we don’t get credit for having spent that money and thus can’t get through to support. Help guys!
      Dec 7, 2017
    • Facebook / Product
      Melvin

      Facebook Product

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      Yahoo
      Melvinmore
      You have to be logged into Facebook for the poster to work. I'm not sure if you also have to create a business account too but create a dummy one and fill it the form
      Dec 7, 2017
  • New 563485
    How did you lose access to your business manager?
    Dec 6, 2017 2
    • OP
      It just disappeared one day. Not visible through our account and going to the old link that use to work, no longer does
      Dec 7, 2017
    • New 563485
      Not to troubleshoot but aren't you logging in through your personal account?
      Dec 7, 2017
  • Sapient Razorfish / Product Explore444
    Perhaps send a a message to several FB folks on LinkedIn and ask them to get a hold of an account manager who can help.
    Dec 6, 2017 0
  • Facebook yPRV73
    Can you reach out to the business manager admins to add your agency back in?
    Dec 6, 2017 1
    • New 563485
      If it was some kind of hack or bizarre situation (admin left the company and deactivated everyone) they will help you
      Dec 6, 2017
  • Facebook michaelwes
    Did you get a response?
    Dec 11, 2017 0
  • OP
    Melvin I appreciate you help. Unfortunately, that link does not work for me, even when I log in with my new business manager account. In addition, I have open support tickets in your system, it’s just that nobody is responding to them. My ticket number is: #271656356692269
    Dec 8, 2017 0