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After less than 2 weeks I could not access my account and had to contact Support. I was told it was a billing issue and a "specialist" was looking into it.
2 days later it is closed with no definitive reason. I received a generic email about Billing fraud possibilities and my account was closed. I have not committed any fraud, my accounts are mine, never signed up before. Also it stated it could be for editorial content. Checked the policies and the ads don't see an issue. But I would like to know if there was a problem
The only thing I can thik of is that I initially put Paypal for payment. I have never had an issue with it until adcenter went to retrieve funds. Got a notice that my Paypal was on hold and had to be verified, which I did immediately ( I have had my paypal account for years, no problems ever, use it daily).
When I checked adcenter, I saw they put my account on hold due to payment issue. So I added my credit card and adcenter took payment and lifted the hold. All was fine for two days until I could not log in and was banned today
This is very disheartening and frustrating as a "specialist" will never speak to you, except send a generic email. Customer Reps are unable to give you any answers about the issue.
I was excited to start with adcenter hearing that reps could answer questions and assist with the platform. I had no idea your account could be closed with no reason given and no way of addressing whatever issue was of concern.
Instead I was told to create a new account. Why would I, so it can be shut down? I do not know what the problem was initially.
I am really upset as I was on a good path and ready to give it my all, but had the door slammed in my face with a generic email and no way of discussing and rectifying the matter. I believe reasons should be told so advertisers can improve. Not tell them to try and open another account, which may be banned within a few days after they reach a payment threshold.
Hi Deeny,
I just heard back from our Billing Team and unfortunately I was told your account was suspended with the Billing Team and that was all the information given at this time. If you should require further explanation please contact support. Please let them know that your account was suspended by billing and they will provide you with further details.
E-mail Support - https://support.adcenter.microsoft.com/default.aspx?productkey=adcenterss&ct=eformts&chatavail=false
Thanks! :-)
Ricky Poole - Web Support Specialist
Twitter: Follow adCenter
Thank you for your post. I have also received your e-mail and will be looking into this for you. I understand your frustration and definitely want to provide you with as much information as possible to meet the editorial guidelines.
I have asked the Editorial Team to look into this and have passed along all the information you have provided. As soon as I hear back from our team I will get back to you.
Thank you for you patience :-)
Thank you , Ricky
Hey Deeny,
Can you also e-mail me your account number or SRX ID# that customer support gave you? It seems your account name brings up several similar accounts and I want to make sure we are looking at the correct account.
As soon as I receive this, I will be able to look into this further.
Thanks! :)
Hi
I just sent you the account number. Thanks again
Got it. Thank you! I will respond as soon as possible :-)
I heard back from our Editorial team and they have assured me there are no editorial issues with your account. Your account was closed by the billing department. I am now looking into this with our Billing team. I should hear something very soon!
Thank you for your patience :-)
Thanks for keeping me updated, I truly appreciate it. If they need anything from me I will provide it.
Thanks. I have emailed them, hope they can respond. I just don't understand how I could have committed fraud, never had an account with adcenter before and all cards are mine, which I can easily prove.
Also, they have given you the same information that I was given last week with no further details. This is the problem, it takes so long to find things out and its always the same information, generic with no further details.. I feel as though I am going in circles.
I would like to actually speak to someone in billing, instead of receiving a generic email stating they cant give me information. Don't understand why this has to be so hard.
I thank you for your help.
Hi, Deeny,
I have exactly the same issue. After calling the support team several times, they give the same answer, like "specialist" will contact me via email, and then still got nothing about the reason. I am really and really frustrated too.
Would you mind sharing with me whether your issue is soloved or not? Thanks!
Hong
Hi,
Did you ever get this resolved? Have exactly the same issue with a brand new account that was closed after a couple of hours without any real explanation. A couple of days later I received an email stating that the account was closed permanently by a 'verifier' in the billing department for no apparent reason. Trying to get any information from Adcenter Support is a waste of time as i keep getting told that the decision was made by a verifier and they do not have any further information.
Never had this much trouble with Google in 8 years of advertising online. Any advice or information would be gratefully recieved.
Thanks,
Paul.
Hi Paul,
Don't waste your time to call the customer service center. My suggestion is just getting away from Microsoft Adcenter.
Starting to think that may be the way forward. If they mess me about this much within a couple of hours of advertising, seems pointless putting in time and effort creating campaigns even if the account does get reinstated.
Hey pbagleyuk,
I apologize for your frustration. Could you email me your account information or ticket number to ‘ adcforumresponse[at]microsoft[dot]com’ so I can investigate your issue?
o Who requested message: Ricky Poole – MSFT o adCenter username:o Affected account(s), if not all:o Affected campaign(s), if not all:o Brief summary of the issue: