Account Suspension and Termination. Balance Redemption.

Question

Hello, I uploaded a campaign and my account was suspended and later "terminated" for policy violations. How is the balance there? When will the refund be? My campaign was about bread recipes. I don’t understand why it was a policy violation.

Answer 1

Hello Emerson,

Thank you for reaching out to Microsoft Advertising Community Forum! My name is Jefferson, and I will be assisting you with this query.

I'm sorry to know that your account was suspended. Generally, there could be a number of reasons why our system would suspend an account. For security reasons, 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 see a list of important policies below to ensure you are following them:

• Ad Content & Style
• Financial Products & Services
• Relevance & Quality
• Restricted & Disallowed Content
• Traffic Quality
• User Safety & Privacy

Please note that under the Digital Services Act (DSA), all customers are eligible to appeal their account status up to six months after their account status change. Customers will receive an email notification indicating the reason for their account status change with an option to appeal. If you have received the aforementioned email, please proceed by submitting your appeal. That being said, you may require to complete Advertiser Identity Verification (AIV) at first, before you can appeal the account suspension decision. To learn more about AIV, I recommend checking the extended help article on this forum platform, as well as the relevant help pages shared below. Please note that you may need to complete AIV up to three times.

• Advertiser identity verification appeals (microsoft.com)
• How to Verify my Microsoft Advertising Account? (Advertiser Identity - Microsoft Community
• Advertiser identity verification appeals (microsoft.com)

Regarding the prepay balance, they are refunded back to your payment method automatically unless you're using check/bank transfer. 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! 

I hope you find the information above helpful. If you have any questions with Microsoft Advertising, please do not hesitate to reach out to our support. Alternatively, I've sent you a private message so I can assist you further.

Kind regards, 

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