New account Suspended But Microsoft have taken money from me upfront

Question

I decided today to set up a Microsoft advertising account - I've been advertising on Google and Meta for a while without issue. However, my account was immediately suspended and banned.

I had decided to add a prepay balance to my account of £150 to use to test a campaign, that balance has been taken from my paypal account, but as I'm suspended I can't see how I can now get that balance back! I've been to the customer support page and the chat functionality is broken, and there seems to be no email address to email for support. Help!

Answer 1

Hello Janine,

Thank you for using our Microsoft Advertising Community Forum! 

I understand from your message that your newly created account has just been 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.

How to Verify my Microsoft Advertising Account? (Advertiser Identity - Microsoft Community)

Advertiser identity verification

Advertiser identity verification appeals

Depending on the payment method used on account the refund process might vary. Usually using credit/debit cards, PayPal refund goes automatically.

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 the information provided here will at least partly answer your question.  If you have any additional questions please do not hesitate to reach out to our support. I have also sent you a private message asking for further details. You are more than welcome to respond to me so that I can begin the investigation on my end.

Kind regards, 

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

Answer 2

Hello Janine,

Thank you for using our Microsoft Advertising Community Forum! 

I understand from your message that your newly created account has just been 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.

How to Verify my Microsoft Advertising Account? (Advertiser Identity - Microsoft Community)

Advertiser identity verification

Advertiser identity verification appeals

 

Depending on the payment method used on account the refund process might vary. Usually using credit/debit cards, PayPal refund goes automatically.

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 the information provided here will at least partly answer your question.  If you have any additional questions please do not hesitate to reach out to our support. I have also sent you a private message asking for further details. You are more than welcome to respond to me so that I can begin the investigation on my end.

 

Kind regards, 

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

I've the same question. first microsoft ads account suspended then reinstate on appeal and when i deposited amount they immediately suspended again.. within 24 hours before runnig any ads and so wasted my time to copy paste all data from google ads !

Looks like to me as microsoft needs money badly and doing some business out of it.

It is quite a frustrating experience as we are using same id and we did verification everywhere with google, meta and other native platforms for advertising and our same ad is running with google normally not get a single warning but microsoft Violation of Egregious Policy is so much complex to follow for a new account holder as it looks like to me as it is designed to keep out new advertisers on their platform. reddit is full of such comments where new advertisers are so freaked out with microsoft ad suspension that they pledge to never advertise again with microsoft ads .

I do hope to get my refund of INR 500 soon and now i have no more interest in advertising with microsoft again as i find why people don't like to advertise on microsoft simple because they can't and microsoft should not take money if they intended to keep people's money for no reason after giving them so much headache !

I won't recomend this ad platform for individuals advertisers.