account blocked after 5 days. no warning!

account blocked after 5 days. no warning!

This question is answered

Hi,

 

I recently opened 2 accounts in adcenter. I started a campaign in one of them and was live for 5 days before it was apparently blocked. The 2nd account (which was empty of any campaigns!!!) was also closed.

None of my ads were disapproved before the account was blocked ("the sign in process cannot continue...") and i have no idea why this happened!

When i asked, support replied with this generic message "Microsoft has confirmed the account is not following reasonable business practices....

I tried contacting support again to get a detailed answer, but kept getting the same "copy & paste" reply.

Ticket number is: 1150235421

Please get back to me. i am desperate! why was my active account closed without notice & why my 2nd empty account closed as well.

 

 


Verified Answer
  • Hi Judie,

    I understand your frustration but unfortunately we cannot comment beyond the message you received:

    Microsoft has confirmed the account is not following reasonable business practices.  This particular account was closed in order to protect the advertising experience for all of our customers currently following fair and reasonable business practices.  While we appreciate your interest, please understand that the closure of an account is a permanent action. 

    Thank you,

    Ricky

    Web Support Specialist

    Ricky Poole - Web Support Specialist

    Connect with us on our Blog, Facebook, and Twitter

  • Hi  Somen,

    Unfortunately Customer Service considers your situation to be closed.  I’m sorry.

    Thanks,

    John Lucernoni -  Support Specialist

  • Hi Yasamrao,

    Thank you for posting in the forum! I know how frustrating this can be and I do apologize that you are experiencing this. It sounds like this is an issue better suited for our Bing Ads Support team. This forum is meant to assist with general questions and we want to make sure you get the support you need. For direct account management assistance, please contact our Bing Ads Support team who will be able to provide you with specific answers relating to your account. Click here to connect with them via chat or phone.

    Thanks!

    Leianne Reeder - SUP

All Replies
  • Hello Judie,

    We have been unable to validate your account and/or billing information. Unfortunately, this means that your account will remain closed and your ads will not be served.

    If you feel we have reached this conclusion in error, please respond to the email with additional information you feel is relevant for our reconsideration. Be sure to also include the current billing address on the account.

    Once we receive this information, we will conduct an additional review and get back to you within 2-3 business days. Please note that the decision we make after a second review is final and cannot be appealed further.

    Thank you,

    Paul K

  • Hi Paul,

     

    Thank you for answering so quickly.

    I had no idea this was regarding billing information. I contacted support 3 times (once via chat) and in neither of those times did they mention this. They kept saying it was regarding inappropriate activity.

    Can you get someone to contact me , so that i could provide him with all the necessary billing info you need?

    Each time i contact support i just get the same answer. This billing issue is news to me...

     

    Thanks,

    Judie

     

  • Hello Judie,

    I have followed up with the Customer Support Agent that was assisting you. Please check your email for any further updates.

    Thank you,

    Paul K

  • Hi,

     

    This situation is getting ridiculous!

    It seems msn support and you are not in synced. In your earlier message, you stated this was a billing issue and that i must provide futher information to the email i will be receiving.

     

    Well...i received an email, alright. The email wasnt a request for more info, but instead said:

    "Thank you for providing additional information so we could perform a supplementary review at your request.  Our earlier decision stands, and your account will remain closed."

    I DID NOT PROVIDE ANY ADDITIONAL INFORMATION YET! so how was this issue reviewed again and they have decided to keep the account closed???

  • Hi Judie,

    I understand your frustration but unfortunately we cannot comment beyond the message you received:

    Microsoft has confirmed the account is not following reasonable business practices.  This particular account was closed in order to protect the advertising experience for all of our customers currently following fair and reasonable business practices.  While we appreciate your interest, please understand that the closure of an account is a permanent action. 

    Thank you,

    Ricky

    Web Support Specialist

    Ricky Poole - Web Support Specialist

    Connect with us on our Blog, Facebook, and Twitter

  • really professional of you, erasing my latest post!

    just cause you can't do your job....great!

     

  • I just want to ask this. Are we allowed to have 2 accounts? I don't think we can. I think that's the real issue isn't it?

  • Hello Teguh123,

    I understand that you would like to know if you are able to open more than one account with Microsoft Advertising; I will gladly assist you with this question.

    Yes, you are able to open up more than one account with Microsoft Advertising; you are able to add sub accounts under the account that you currently have open.  You can have as many as six separate accounts. The maximum number of accounts is subject to change by adCenter if it is suspected that someone might be fraudulently using your credit or debit card. Inactive accounts do not count toward the maximum number of accounts.

    Each Microsoft Advertising account must have one credit card that is used for billing. You can use the same credit card for a maximum of three accounts and you can use a different credit card for each account.

    For more information on accounts within Microsoft Advertising you can view the following URL: http://advertising.microsoft.com/small-business/product-help/adcenter/topic?market=en-US&project=adCenter_Live_Std&querytype=topic&query=MOONSHOT_CONC_AboutAccts.htm

    I apologize for the delay in answering your question. If you have any further questions or concerns please let me know as I will gladly assist you further.

    Thank you,

    -Kimberley

  • Thanks Kimberly.

    I know I can add subaccounts to my accounts. However, I cannot have 2 adcenter accounts right? I've read someone got disabled because of this.

    The issue is something really buggy happen to my current account. I found something working. Then I added a few keywords deleting some disapproved keywords and suddenly impression drops from 14k per day to a mere 500 per day. I also add exact and and phrase match to all of my keywords.

    I asked live chat and they said that neither the account nor the campaign is in any editorial hold.

    Surprisingly another campaign that I bid lower get more impression and 5 times more click than the working campaign. Obviously that's not the case during "normal" period. I didn't dare changing it. This is very frustating. I just, if allowed, want to create another adcenter account and start from scratch. I am new.

    This exact same thing happened on May 19th. Suddenly impression drop. Then one of the live representative suggest that the whole account is in editorial hold. I understand I was sloppy. However, I didn't really ask the representative to verify that. Then 4 days ago things work well. I happily add another campaign, that works very well. Then I got one disapproved keyword. I took care of that carefully. Things are still well. I asked live and they said that my accounts and none of my campaigns are on hold.

    Looks to me all accounts I did some "change" today suddenly got "cursed" or something.

  • Is this correct about not being able to have 2 seperate adcenter accounts? I did not know this. I have one account that has been running for a while and all was well. I opened another last week and even though it said everything was active I was showing no impressions or click data. Then this week both accounts have been closed and I am unable to continue with the login process.

    I now take it this is because I opened a second account.

     

    Can someone please advise on this?

     

     

  • That's something you need to ask Paul. I do not think so.

    Microsoft cannot charge credit card that's not in USD (or a bunch of some other currency). Most credit card holder think that they can easily do so and credit card companies will convert currency on the fly.


    Even my local restaurant can charge any currency.

     

    I hope this helped both sides. I hope whatever issue you have get resolved/

  • Hey Judie,

    I also got a message that goes like this:

    Dear Daniel ,

    Based on our investigation, your account will remain closed.  Please understand that we treat unauthorized account access and billing as a very serious matter and we reviewed your case thoroughly before reaching our conclusion.  The security checks we performed are in place to protect our advertisers and our customers. 

    Sincerely,

    The Microsoft Advertising adCenter Team

    ----

    My questions are, why is my account closed? if it's a billing problem, did I put in the wrong information, address, phone number? If I open another account, will it be closed within 48 hours like the last one? if I use the same e-mail to open the account, will I be banished forever? Was my account locked-out because I put in a wrong password?

    On the other hand, if the account was accessed without authorization, does this person now have my credit card information? Could they be fraudulently using whatever information I have in there? Should I trust adCenter with my information now?

    I'm worried about this and no one can give me an answer at adCenter. Should I contact Microsoft corporate with this?

    Awaiting answers

  • Hi Daniel,

    I escalated this to our support team and asked them to review your account one more time. The good news, we've gone ahead and reinstated your account!

    We apologize for any inconvenience.

    Thank you! :-)

    Ricky Poole - Web Support Specialist

    Connect with us on our Blog, Facebook, and Twitter

  • Hi Ricky,

    I have been pondering for the last 2 weeks (approx.) upon the fate of my account and it was really great to find an individual whose account has been reinstated! However, I am not sure if I would be lucky because my 14 days research however proved that I had messed up my entire system effortlessly and now facing the music. I should have been a bit more careful, now I appreciate. Anyways, I would be happy if my account is reinstated but really have no clue how to take it forward.

    Regards,

    Somen.

  • Hi  Somen,

    Unfortunately Customer Service considers your situation to be closed.  I’m sorry.

    Thanks,

    John Lucernoni -  Support Specialist