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Microsoft Banned Account Immediately. No Ads & No Reason Given. Support Unhelpful. Treated like a Criminal - What Gives, MS?

Anonymous
2023-06-24T21:33:24+00:00

The Microsoft Ads Team just banned our brand-new Ads Management Account a few days back without cause or notice.

I own an advertising agency which runs digital campaigns on behalf of a fuel additive company (think Lucas Oil, Royal Purple, Chevron, etc.), and MS Ads immediately shut down our entire Management Account after their automated system failed to import our client's Google Ads.

This occurred 6-10 hours after account creation without warning or reason, despite both our management account & client account being fully verified, never receiving any infractions or warnings, and never publishing ads/landing pages with content in violation of their ToS or Community Standards.

I chatted with support and they informed me that our account was considered "High Risk," had gone against their ToS, and as such they banned it outright, "considering the matter closed after a thorough investigation" (basically telling me to go fry some ice). When I gently asked what went wrong so it could be avoided in the future, the kindly and ill-equipped <removed - irrelevant> chat agent quickly cited a portion of their ToS wherein it's stated that "either party can cancel the Ad account without notice or reason," and reiterated that "the matter is closed."

Note that the agent has no access to any real information about the account even after fully verifying the account holder. Their mysterious and capricious "internal team" has all the information and because of "privacy & security" (from whom, myself?) they couldn't tell me anything more. I was effectively treated like a scumbag bootlegger running heinous ad copy in flagrant violation of the agreed ToS...when the reality couldn't be further from the truth.

MS also went ahead and blocked access to another 5 year old Microsoft Ads account which we managed, never had any problems with, and were current on all billing. Admittedly this situation <removed - COC Violation>, but I've now recognized the silver lining and decided that the disorganized mess called "Microsoft Advertising" can kick the proverbial rocks. All our SE PPC ad spend will go to Google & Programmatic.

You know, I was the one voice in so many marketing conversations piping up in support of MS Ads/Bing/Edge. I just can't see why I would do that anymore. Shoot I doubt if they'll even keep this question up. Cross-posted on Reddit.

Microsoft Advertising | Accounts, profiles, and login | Account access

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  1. Anonymous
    2023-09-25T13:59:12+00:00

    I have the exact same problem. I am an architect. I am just trying to advertise my architectural design services. I filled out all the forms and became a verified advertiser and I even paid in advance. My ads had been running successfully for over a week and I had made no changes. Now all of a sudden I am permanently banned and Microsoft won't even tell me the reason.

    I just wanted to run my little ad and drum up some business. But my experience with Microsoft so far has been heartbreakingly bad.

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  2. Anonymous
    2023-08-18T13:26:56+00:00

    It is obvious to me that this is part of a global push to ban fossil fuel ads and there are many headlines that indicate that they are under pressure to do so. Many Websites, like the Guardian, have announced that they will no longer permit the ads on their Website.

    I wish that MS would just come out and tell us so instead of hiding behind the vague reasons that they give. They surely recognize the risk of a potential backlash that will impact shareholder value and upset so many. They are trying to walk a fine line between profitability and pressure from the anti-fossil fuel crowd that is very openly calling for and demanding a ban on fossil fuel related ads. MS, not to be hypocrites, should also adjust hiring policies to ban the use of fossil fuel powered cars by employees driving to the office or using parking space and address the entire carbon chain, down to the clothes that they wear and the products that they use, NO plastic. They are cowards, succumbing to pressure from the anti-fossil fuel crowd or more likely have embraced the move themselves and don't want to admit the hypocrites that they are. Why don't they also wind down all MS Office contracts with fossil fuel companies? It is the same thing in my mind. If you won't take money from fossil fuel company advertisers than don't take money from them for using your MS Office products or cloud services. Time to dump MS stock?

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  3. Anonymous
    2023-08-17T12:53:48+00:00

    Microsoft is banning fossil fuels ads or at least reducing their "exposure". Perhaps you a trying to advertise in an industry that is related or in an industry that MS does not agree with. I just wish that they would come out and tells us.

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  4. Anonymous
    2023-06-26T11:57:27+00:00

    Hello Jesse,

    Thank you for using our Microsoft Advertising Community Forum! 

    I understand from your message that your account has just been suspended. We are here to help and are happy to provide you with information on this matter. 

    There could be a number of reasons why our system might suspend an account.  

    For security purposes, we are unable to provide exact details on why an account has been suspended, but I've compiled a list below of the most common areas where accounts may be out of compliance with our advertising policies.  

    Please note that account suspension is often linked to advertisers not following our Microsoft Advertising Policies and guidelines. Please see a list of important policies below to ensure you are following them. 

    Our support teams are happy to discuss your account in more detail via phone, chat, or email, to provide review assistance. Please see our support page to reach out! 

    Alternatively, I will privately message you here to assist with this matter. Please check your inbox here for further assistance. 

    Kind regards, 

    Kayla | Microsoft Advertising Support Specialist | 800-518-5689

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