If you have been using Facebook Ads and are having an issue, it can be frustrating to get some help from support when you need it.
It’s almost impossible to get someone on the phone (unless you have a Facebook Ads rep) but there are a lot of different contact forms that can get you the help you need a little quicker.
In this article I share all of my go-to contact places to get help from Facebook specifically for Ads.
Main Facebook Business Support Contact Page
The place to start is from is https://www.facebook.com/business/help
This area gives you a range of issues that you can look for the answer but the biggest help is the Live Chat. This is really almost the ONLY way to get a hold of someone “Live”.
You may or may not have the “Chat” button available. It goes away sometimes almost randomly. If you do have it, use it – it’s worth the wait.
You can also submit a request through their “Contact our support team” form.
Typically after you contact the support team through the form it can take up to 24 hours to get a response and your response will be in your “Support Inbox”
What to Do If Your Facebook Ad is Disapproved
Your first step is to make sure you are within Facebook’s Ad Policies. Facebook has very particular policies around language in ads and some of the big reasons I see ads getting disapproved are for violating these policies:
- Your ad can have no reference to a person’s appearance, physical attributes, race, gender, medical condition or other qualities. A lot of times they will disapprove an ad if it has references to “You” i.e. “Are you always feeling tired in the morning?”
- Before and after pictures are not allowed as well as images that indicate weight loss like a tape measure around a midsection.
- Ads with too much text in the image. Even though Facebook lifted the 20% maximum text rule on images, they are still actively stopping ads that have too much text now.
Facebook has done a much better job of outlining their policies here: www.facebook.com/policies/ads
But if you feel that your ad was disapproved by mistake, you can navigate to the Ad Level of the campaign and there will be more information about why it was disapproved as well as a place to dispute the case.
Or you can go directly to this form: https://www.facebook.com/help/contact/1582364792025146
The form may pull in the incorrect ad to dispute and you will then have to get the link to the correct ad.
Your Ad Has Been Pending Review for Over 24 Hours
Typically Ads are getting processed MUCH faster than that lately – typically within the hour but sometimes they get “stuck” because they may have been flagged for a manual review.
Ads are supposed to be reviewed within 24 hours but sometimes it’s longer. Often there can be a glitch and recreating the ad helps but not always.
Here is the form to let them know: https://www.facebook.com/help/contact/515460121837726/
Your Facebook Ad Account has been Disabled
If your ad account has been disabled for some reason you can use the following form:
Facebook will disable ad accounts without any warning if you are violating their ad policies but sometimes your account will get disabled by mistake.
Facebook Billing Questions
If you have questions about what was included in your bill, you can always dive into the Billing section of your Facebook Ads account and see exactly which ads were on that billing cycle. Just go to the Billing & Payment methods in your Facebook Ads Manager.
Then you can drill down into one of the transactions and see exactly which ads were on that bill.
Click on the Transaction ID to pull up all the details.
If you are finding something billed in error, then you can send them a message through this contact form:
Accessing Your Facebook Support Inbox
Once you submit something to Facebook Support, you will get an email reply but if for some reason it doesn’t come through, you can always check the status on your ticket in your Support Inbox.
You can get there directly by going to www.facebook.com/support/ or you can navigate there from your Facebook Settings (upper right corner, Settings, then Support Inbox.
Once you get there, you will see your open cases and history of contact with Facebook.
Report a Facebook Ads Bug
Sometimes Facebook is glitchy (understatements anyone?). But often times I find that glitches are caused by trying to duplicate ads or ad sets (especially with older ads that may not have features that are available anymore). So in general, starting your ad from scratch can help.
But if there is a bug you need to report, in the lower right corner of your Ads area, you can click Report a Problem.
You can also click the Help in the upper right corner of the Facebook Ads interface and get more help with an issue.
So I hope that gives you a myriad of options when trying to contact Facebook for Ads help. With issues on Facebook Ads, I often find them more responsive than other issues since you are spending money with them.
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You also may be interested in my post about contact forms for all the social sites.