New account suspended after AIV and Google Ads import, appeal upheld, requesting human review.

Question

I am requesting a human review of my manager account suspension. This is my first Microsoft Advertising account and I believe it was caught by an automated false positive.

I created the account yesterday to advertise our desktop application that's on the Microsoft Store already. I completed Advertiser Identity Verification the same day, and it was accepted. I imported an existing campaign from Google Ads, and the account was suspended during initial setup, before any ad served, before any campaign went live, and before any spend occurred. But my credit card was still charged. My appeal was then upheld as an egregious violation with no specific reason provided. At least let me know what was "egregious" so I can remedy it.

Relevant facts for review:

1. All registration information is genuine and matches the AIV documents exactly.
2. We are already a verified developer with Microsoft: the app we intended to advertise is published in the Microsoft Store under our verified Partner Center account. The advertising account exists solely to promote the app.
3. The product is a consumer wellness application sold by subscription. There is no restricted content, and the landing page contains no tracking or analytics code of any kind.
4. I have no prior Microsoft Advertising account, suspended or otherwise, and am not attempting to evade any enforcement action.
5. The suspension occurred within hours of a Google Ads campaign import, which I understand from this forum is a common automated false-positive trigger for new accounts.

I understand specific suspension details cannot be disclosed for security reasons, and I am not asking for them. I am asking for the case to be re-examined by an ACTUAL HUMAN with the context above, particularly the existing verified Partner Center relationship, which the automated system does not appear to have connected to the advertising account. Thanks.

Answer 1

Hello Ergo,

 

Thank you for using our Microsoft Advertising Learn Q&A Platform! 

 

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. 

 

• General ad requirements
• Restricted content
• Product ads policies
• Ad extensions policies
• Disallowed content

 

Microsoft Advertising is committed to a safe online environment. Egregious violations of our terms or policies warrant the immediate suspension of the advertiser's account. We consider egregious those violations that involve illegal content or activity, pose a threat to user safety or security, or degrade or impair the security of the services provided by Microsoft or its partners. These violations often indicate intent to use our service in a fraudulent, harmful, or illegal manner. If we detect an egregious violation, we will suspend the advertiser's access to the service, including access to all information contained therein, immediately and without prior warning. You can learn more here: Understanding Egregious Violation Suspensions

Since you've successfully completed the Advertiser Identity Verification (AIV), we may be able to raise an escalation for a manual review of your account.

 

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, 

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