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Hey Guys, I submitted a request to get my login fixed about a week ago after someone on the phone confirmed that it's not working to to a 'general error'...
I haven't been able to control my campaigns, or to disable them,or to see my stats. MS person filed an 'urgent' request, and said it could take 1-5 days, which is pretty ridiculous for an urgent request.
So what do I do now? I expect MS to pay me back for all the money I'm spending daily, since the person on the phone was unable to pause my campaigns. I mean, really?
Can someone from MS help me get my login back? Does this really have to take *days* ?
Unfortunately, we cannot troubleshoot log-in issues via the forum. If you have not yet heard back form your urgent request, you may call directly into support.
Ricky Poole - Web Support Specialist
Connect with us on our Blog, Facebook, and Twitter
It's been 7 days. I haven't gotten a mail back, no phone call. I called you guys using the link above, and the representative can't help. He told me he can't access my account either and I need to wait for MS to send me a mail or get back to me. Which hasn't happened for 7 days....
What the heck are you guys doing?
JUST before that, my ads were inadvertently flagged for using a spammy keyword "California" (I kid you not!!), which was fixed since obviously that is NOT in fact a spammy keyword, but merely a sunshine State. Right after that, no access to account.
The lack of feedback and followup to open tickets is terrible !
I apologize for our support team for not getting back to you. Could you email me your account information to ‘ adcforumresponse[at]microsoft[dot]com’ so I can escalate your issue?
o Who requested message: Ricky Poole – MSFT o adCenter username:o Affected account(s), if not all:o Affected campaign(s), if not all:o Brief summary of the issue:
Per your e-mail, support will be reaching out to you as soon as they have finished their investigation.
Please kee me posted.
Yeah, well, 10 business days (12 total days) and still can't login.
I mean, how hard can it possibly be to fix a login? My CC just bounced, but hey, I can't login to change it to my new one. Give my regards to the accounting group, sorry (Old one just expired).
So now it has been close to 19 days, and working with the support center is proving exceedingly difficult:
- After 14 days, I was my account was closed due to malicious software, and I would not be told why.
- No reply to mails, no way to discuss, and no more info
- I called again, and opened a new ticket, and was told to wait 5-9 business days
- I finally was told that my software "does something to browsers", but not what, not how, which OS, what software, or what exactly it did to the browsers.
- Each mail I get I reply to with info or questions, it takes 2-3 days to get a reply, and the replies are typically cryptic and demands more questions.
So, after about 19 days, I don't know why my account was blocked exactly, what kind of 'malicious software' there supposedly is on my sites (I swear I don't have any), what my software supposedly did to the browsers. I have no info on OS, Browser affected (supposedly), what exactly happened. I have no way to escalate, and no one responds in a timely manner. Each little piece of information comes every 2-3 days. I can't get anyone that knows anything on the phone, and despite being promised, I never get a call back.
I would LOVE to resolve this, to figure out what's going on. I'll share source code if you want me to, or take action if you want me to, or work with anyone in any reasonable manner, but this way of supporting partners makes it extremely frustrating and hard to solve anything.
All I will do is keep trying, and keep following up on the progress on this page, and probably eventually in some blog posts to help others.
At this point, I just wish I could talk to someone at MS that knew what happened *exactly* and work towards a solution.
I apologize for your frustration. I have escalated your ticket and have asked support to contact you directly.
Unfortunately I never got a call back, or an adequate technical solution except that my installer on my site was "interfering with the browser", which should not be the case. There is no one that wants to talk to me or call me to explan exactly what happened. No one replies to my emails. To say it's frustrating is an understatement. I've been nothing but willing to work or share anything required, fix anything needed, but it's hard when there are just no information, help or solutions forthcoming. I'll keep trying, but at this point I have no high hopes.
I hope someone who can give some actual answers and not just 'escalate' again and again actually reads this.
Hope to hear back soon with a real explanation. :-(((((((((((((((((((((((((((((((((((((((((
Hi The MightyPope1,
It is my understanding that support has been in touch with you and the case has been closed.
Muñeca Aldarondo - Support Specialist
No they have not been in touch to explain what is going on. I do not know what the problem is exactly, so it's REALLY hard to fix it. I have not gotten a single call back, my mails are not returned, and they won't tell me what's the matter, or try to even come to any resolution to fix it. I am willing to do anything to help, share anything you want, so it's not from my lack of trying.
Please you guys, help me get some help? I can't believe you just close an account of the blue without even letting someone know what the problem is? Can't someone help me please?
I have same problem, nobody tell me about reason, why my account closed. and support can't help. When I call or chat they ask verify information and tell me to wait wait and wait. :(((
It's been another week, and still no reply or answer from AdCenter Support. I'm still not sure why Microsoft AdCenter Support won't help out, or provide even the slightest information as to the problem. I'm reaching out to think air.... Help me please, kind adcenter support people, help.
You won't get an answer Bro, They are too sly to let you know what the problem. No matter how much you try to reason them. They will come with the standard dumb answer"we don't know yet". Then bank does not have a problem. Customer's does not, Even if you follow the guidelines like a bible you will still find the account suspended as soon as you run it.