Dear Sir or Madam,**I am writing to you as I have not had a resolution to a problem on...

GetHuman3073534's Recover Disabled Account issue with Facebook from June 2019

Help with my Facebook issue
Top Tip from another customer
If your email and password are changed on the account then there is no way to recover the account. Facebook has a very strict policy with recovering accounts and if anything is different then you cannot recover the account. You must have the original email or phone number on the account. If your account is disabled then click here and you have access to your email or phone number you may be able to recover your account.
The issue in GetHuman3073534's own words
Dear Sir or Madam,**I am writing to you as I have not had a resolution to a problem on my ad account and I believe I am being treated unfairly.**On May **th I noticed some unrecognised payment on my bank account relating to Facebook ads which I had not placed. On further investigation it became apparent that my Facebook ad account had been hacked and someone had set up a page and posted several ads relating to products that were not associated with my business. I immediately notified Facebook via the Help Centre.**On the **th May I received a notification from Facebook to say that "After reviewing your account, I've reactivated your account and payments, so you should be able to run ads and make payments on Facebook again." Since then I have deleted the offending page (still pending) and tried to delete the ads that were showing on my account, without success. At the moment I have set them to inactive. **The payments were refunded but my account has never been reactivated. **For the first time in a very long time I am trying to run a Facebook campaign for my business which teaches children how to touch type. I am now in a position that I am unable to edit or send these because my account is still inactive (or is showing this as so at the top of the screen). It is clear to see that I am in no way associated with the person who had hacked my account (as agreed by Facebook initially).**I have sent * messages to Facebook and on each occasion received the same message apart from a couple of words being different. I wonder if it's a robot answering? **It says **Hello Wendy,*br ***br ** I had another look at your ad account and unfortunately we won&*****t be able to re-enable it.*br ***br ** Our policies are in place to keep users safe and foster a positive global community. When accounts run ads that don&*****t comply with these Advertising Policies or other standards, they&*****re disabled.*br ***br ** At this point there&*****s no further action that you may take. Please consider this decision final.*br ***br ** Thanks,*br ** Facebook Ads Team**So the person sending it is implying that I am responsible for something that Facebook have acknowledged that I didn't do! To say there is "no further action you may take" is completely unfair and unjust. **I would like to speak to a Manager or refer the matter to an Ombudsman as I believe I have been treated completely unfairly. **But no one is giving me any answers as to what I have done wrong and how to rectify the problem. **I'd really like someone to call me to discuss on **** **** ******. (UK) **I hope you can help me,**Wendy Petersen

GetHuman3073534 did not yet indicate what Facebook should do to make this right.

How GetHuman3073534 fixed the problem
I contacted Facebook using the Facebook Advertising help on Messenger. At least then I was speaking to a human being! Because I had disputed it * times, the problem could not be resolved. What they suggested was to set up another ad account in business manager, so that is what I have done. I hope this helps others.
Do you have a customer issue as well?
We can help you get Facebook's attention and get better help faster. Tap below to get started.
Help from Real People?
If our free tools aren't enough, we partner with a US-based company with live tech support experts available 24/7. Take advantage of a $1 one-week trial membership and chat with an expert now.
Chat with a Live Expert
Having Facebook issues too?
Get tips from pros & other customers, and get it handled faster:
For better results, write at least 100 characters
This email address isn't valid


Recover Disabled Account issue
Reported by GetHuman3073534
Jun 12th, 2019 - 2 years ago
GetHuman3073534 shared how to fix
Seen by 5 customers so far
Similar issue to 517498 others
0 customers following this
Items needed
Email on Account
Phone number on Account
Name of Account Holder
Photo of Passport or Driver's License


GetHuman3073534 started working on this issue
Jun 12th, 2019 7:31am
GetHuman3073534 shared this issue with friends on Facebook
Jun 12th, 2019 7:32am
GetHuman3073534 confirmed the issue is fixed. Hooray!
Jun 12th, 2019 12:48pm