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?
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.
Start a chat with support? Not sure trying to tweet fb will get you much traction ;)
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!
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
How did you lose access to your business manager?
It just disappeared one day. Not visible through our account and going to the old link that use to work, no longer does
Not to troubleshoot but aren't you logging in through your personal account?
Can you reach out to the business manager admins to add your agency back in?
If it was some kind of hack or bizarre situation (admin left the company and deactivated everyone) they will help you
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.
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.
Did you try this? https://m.facebook.com/business/support/contact-us
Yes and I get: “sorry, this page is unavailable”
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!
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
Did you get a response?
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
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.
Thank you, I sent you a PM
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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.