Bing Webmaster tools : Can't "Create support ticket"

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Bing Webmaster tools : Can't "Create support ticket"

swany971 0

Hello. I'm having difficulty using the Content Removal Tool . Last year I successfully got my personal information removed from several business directories. However, that information is still showing up on the Bing search results page, but NOT on the actual websites. I'll post screenshots to better highlight the issues. Any (single or combination) of my personal information that I enter into the "Cached page text" box, continues to generate the error seen in the screenshot. I have tested this among several websites, all of them having the same issue.

Capture1 When searching Microsoft Q&A for answers, I discovered that those having similar issues, were instructed to raise a support ticket with "Bing Webmaster Tools Support". Below I've attached screenshots of Page 1 & Page 2 of that form.

www.bing.com_webmasters_support_ocid=fwsupport&source=helpdocvnext&type=triedeverything&action=submit (1) (1)

www.bing.com_webmasters_support_ocid=fwsupport&source=helpdocvnext&type=triedeverything&action=submit (2)

For "What type of problem do you have?", I was only given one option : "Unable to add site", so I selected that in order to continue to Page 2. On Page 2, no matter how many times I solve the captcha, the "Create support ticket" button does nothing. Thinking it might be a browser issue, I tested this on two separate PCs, two separate bowsers (Chrome/Firefox), same issue.

Do you know a resolution?

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Answer 1

Alex-L 7,870 Microsoft External Staff Moderator

Hi swany971

It looks like you’re running into two separate issues.

For the Content Removal Tool error (“text does not appear in cached page”), this usually means the text you entered is no longer present in Bing’s cached version, even if it still shows in the search snippet. The tool validates against the cached snapshot, not the snippet. Try opening the cached page (if available) and copy a word that actually exists there, or switch to “Remove page” instead. If no cached version exists, the tool won’t work for that URL.

For the Webmaster Tools support form, try using an InPrivate/Incognito window with extensions disabled, or a different network/session.

Alternatively, use the personal information removal request instead of the Webmaster Tools form, as that’s the more appropriate channel for this scenario.

If this continues, your best next step is to submit through the privacy/removal route rather than relying on the cached content tool.

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swany971 0 Reputation points

2026-06-01T12:48:10.1966667+00:00

Thanks for your assistance.

Try opening the cached page

How?

“Remove page” results in the following error

Incognito window with extensions disabled yielded the same result.

Please advise.
Alex-L 7,870 Reputation points Microsoft External Staff Moderator

2026-06-02T14:44:37.8666667+00:00
Hi swany971

The errors you’re seeing are expected based on how the tool works.

How to view the cached page:

In Bing search results, hover over the result

Click the 3 dots (or dropdown arrow) next to the URL

Select “Cached” (if it’s available)

If no “Cached” option appears, it means Bing no longer has a cached copy → the “Remove outdated cache” option will always fail.

Why both removal options are failing:

“Remove page” fails because the page still exists (not a 404), which matches the error you’re seeing

“Remove outdated cache” fails because Bing either:

no longer has a cached version, or

the cached version no longer contains your data

In this case, there is no valid removal method available in the tool.

What to do next:

Wait for Bing to refresh the snippet automatically, or

Submit via the personal information removal (privacy) request instead, which is the correct path for this scenario
swany971 0 Reputation points

2026-06-02T22:14:56.42+00:00
Thanks for your assistance.

How to view the cached page:

In Bing search results, hover over the result

Click the 3 dots (or dropdown arrow) next to the URL

Select “Cached” (if it’s available)

I don't think these instructions are valid any longer (for any Bing results, not exclusive to my situation)

Wait for Bing to refresh the snippet automatically

Over 1-year has passed since the data was removed from the websites effectively.

Submit via the personal information removal (privacy) request

How?
Alex-L 7,870 Reputation points Microsoft External Staff Moderator

2026-06-03T14:53:47.9033333+00:00
Hi swany971

Thanks for the clarification!

So it's not available to you. I thought we might as good to have a try.

Also, if more than a year has passed, this is likely no longer a normal cache-refresh delay.

For personal information removal, use Microsoft’s privacy request form instead of the outdated cache tool:

https://www.microsoft.com/concern/bing

Select the option related to:

outdated search results containing personal information, or

information removed from the source website but still appearing in Bing results/snippets

Include:

the Bing search URL/result

the webpage URL

screenshots showing the information no longer exists on the live page

screenshots showing the stale Bing snippet

Because:

the live pages are already cleaned,

the cache tool no longer works,

and the snippet persists after a long period,

this is now better treated as a privacy/indexing issue rather than a standard cache-removal request.

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Bing Webmaster tools : Can't "Create support ticket"

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