Help!

woman shouting using megaphone

Facebook Ads Help: Proven Tips to Resolve Problems Quickly

It’s been over five years since the inception of Facebook ads… yet, Facebook still lacks traditional “account reps” for most advertisers leaving many Facebook Advertisers feeling unheard and unloved. If you don’t have deep pockets applied to Facebook paid marketing, you’ll be sailing the social PPC seas account-rep-less. Period. There are consolation help sources for the rest: Facebook Ads Help, and Email Support. The Help section is just that, a general FAQ, so if your problem is due to the Facebook Team tweaking something on the inside, you’re SOL. This post offers tips to raise and resolve issues to the Facebook Global Marketing Solutions Team (GMS). Godspeed!

Facebook Ads Help Options
If your issues are more general FAQs, head  over to Facebook Ads Help for basic answers. You can also check out the Help Forum– but don’t expect a representative from the Facebook team in the Help Forum (yet). That space is intended to be peer-to-peer assistance. If you want one-on-one help, email is the way to go. So let’s dig into tips to streamline Facebook’s email assistance.

Facebook-Ads-support-ads-manager-aimclear

Email Issues
Facebook, including the ads manager, is a living, breathing organism, constantly subject to tweaks and modifications from the inside. This means hiccups in the system every so often. Bugs happen. As a result, contacting Facebook’s GMS team is the quickest way to resolving your issues, or at the very least flagging an issue for the hard-working engineers.

Instead of submitting issues through the web form, email the team: GMS-support@fb.com. This will allow you to make your submissions rich with images and video to illustrate your issue. One caveat: advertisers must submit issues to this email support via an email address that is attached to an ads account or this team will automatically shoot back a “Sorry, we can’t help you” reply. If you don’t have access to said email, try the web form first.

In Email To GMS-Support, Always Include:

  • Account number as text (not just in a screen shot)
  • Campaign & Ad (if problem is referencing a specific ad)

Account numbers can be found on the left panel of your ads manager or in the URL of just about every level of your ads manager.

Facebook-Ads-find-account-number-aimclear

Trouble-Shooting First & Avoiding the “Time-Buying” Questions
In order to avoid the questions account reps just about everywhere give clients to “buy time,” include the following in your email (after you actually trouble-shoot):

  • What browser you’re using
  • The version of your browser (make sure it’s the most recent version)
  • Confirm that your cache is cleared
  • Confirm that you”ve attempted a hard refresh of the webpage [mac(all): command+shift+R / PC Chrome: control+shift+R, PC Firefox: control+F5]

Use Multi-Media
Take screen captures of issues you see, and describe with captions. Even better? Take a video of the fluke you see with software like Jing (it’s free and very cool). If we’re learned one thing from our many correspondences with the GMS team, it’s that including visual examples (especially the Jing video captures) makes a big difference.

Reporting Issues
When flagging issues with FB reports with the GMS team, send the team the report that contains the issues, highlighting cells in question, and be sure to include sufficient information so the team may try to reproduce the error– namely, include:

  • Name of report
  • Summarized by (eg: Campaign/Ad)
  • Any filters applied (if specific to a campaign/ad)
  • Time summary
  • Date range

Also be sure to include your browser status from the points above.

Copy+Paste Form to Contact Facebook’s GMS Team
Here you’ll find a handy form to copy+paste when emailing Facebook’s GMS team:

Brief description of problem:
Account number:
Browser(s):
Browser current?:
Attempted a hard refresh:
Cleared cache & cookies?:

(Reporting issues)
Name of report:
Summarized by:
Any filters applied:
Time summary:
Date range:

At the end of the day- we must remember, as omnipresent as Facebook seems online, the ads team is relatively small… tiny, actually. Hopefully, the tips above will help both the GMS team and advertisers with problems become more efficient in communicating with one another. Yes, together we can create a better ads channel for both Facebook and the advertiser.

 

Post image credit: © Aaron Amat – Fotolia.com

-->

8 Comments

  1. Teresa on March 23, 2013 at 8:13 pm

    Thank you for the valuable info! I was about to lose my mind with trying to get thru to fb!

  2. Merry Morud on March 24, 2013 at 8:50 am

    Hi Teresa,
    Thanks for stopping by, we’re glad this post was helpful, we hope you were able to get the help you needed from Facebook’s support team :)

  3. Daniel on April 3, 2013 at 10:30 pm

    I’m an advertiser, but I can’t seem to get through to Facebook. The “Page Support” and “Email Support” buttons are missing on my ads page.

    Am I missing something?

  4. Merry Morud on April 8, 2013 at 2:07 pm

    Hi Daniel,

    Email & Page support are on the left column. Or, contact them via the GMS email in this post, emailing them from the email account attached to the ad account.

  5. Trudy on July 16, 2013 at 2:55 pm

    I purchased a small business this year, was provided the login details from the previous owner. I changed the login password.

    About a month later I was looking through the account settings with this page and found that the previous owner and an ex-employee still had access to the page and had Admin access level.

    I deleted them both from the account to prevent them from access and logging on as we were having problems occurring with the business and this Facebook page.

    Once I deleted both these two people from the Facebook Accounts area, I lost access to the page and when I logged back in I was asked to create a new Facebook page.
    Can you help with this??
    I have tried to report this to Facebook different ways and haven’t had any luck.

  6. Marty Weintraub on July 16, 2013 at 2:56 pm

    Trudy, That sounds really frustrating. Facebook Email & Page support are on the left column. Or, contact them via the GMS email in this post, emailing them from the email account attached to the ad account. Best of luck.

  7. May on May 9, 2014 at 1:45 am

    I have a problem with FB ads. I paid for boots ads as I wasn’t create and i want to contact them with payment problem they had already deducted my credit card around 6,000 USD. please suggest me how do i contact them, really want to explain otherwise the company will ask me to take response for this amount. I really stressful.

  8. Kyle Bently on May 12, 2014 at 9:03 am

    The REAL Facebook ad problem is an ongoing software glitch that identifies and blocks ads that are squeaky clean and promoting things like goat’s milk soap, children’s vitamins, herbal supplements, etc., as containing profanity or hate speech or language that ridicules people for age or gender. Investors should be FURIOUS. The support team at FB admits it can’t fix the problem with no ETA in sight. I shudder to think what this is costing FB and businesses, especially small businesses. I experimented with FB ads for a month and the results were good enough for me to begin to put more money in my FB budget. Now, as I told FB, “I’m trying to give you money but you won’t let me.” Something’s wrong here on a scale, possibly, of the Obamacare rollout fiasco.

Post a Comment

*

*