Here’s how to fix a rejected ad on Facebook. We all try not to have rejected Facebook ads, but it happens even to the biggest rule followers.
It’s always a good idea to try to avoid rejected ads. Facebook has a whole list of rules about what kinds of things you can and cannot say in a Facebook ad. We work very hard to follow those rules for all of our clients. You can find the list of rules at https://transparency.fb.com/policies/ad-standards/
You’ll notice that the list is pretty vague. Which means that if you run a lot of ads, there’s a good chance you’re going to accidentally break a rule or two.
If Facebook thinks one of your ads has broken a rule, you will get a notification telling you that your ad has been rejected. These notifications usually come through Facebook & through email. Here’s the first and most important thing you need to know: DO NOT CLICK ON THE LINK IN THE MESSAGE OR EMAIL THAT YOU’VE GOTTEN FROM FACEBOOK.
Sending messages about broken rules is one of the most common ways that bad guys try to capture your information or hack into your account.
HERE’S WHAT YOU DO INSTEAD:
From your Facebook account, go into Ads Manager and look at your actual ads at the ad level. In the “Delivery” column there will be a little red triangle and the word “Rejected” in the row of the rejected ad(s).
Check the box for the ad that has been rejected and open it up to see the actual ad.
Once you see the actual ad, you will usually see a box that tells you why your ad was rejected and gives you the opportunity to request a review.
Now that you are inside of your ad account it is safe to click on the links that will give you more explanation about why your ad was rejected. I will always click through to read the policy. Sometimes you will realize that you have accidentally broken one of Facebook’s rules. In that case it is a good idea to edit your image, your ad video or your ad copy so that it complies with the rule and send the ad into review again.
Sometimes, the Facebook AI bots will catch an ad that actually hasn’t broken a rule. If that is the case, then you should click on the “Request Review” button and ask Facebook to take another look at your ad.
Once you’ve asked for a review, you can look for updates by visiting the Account Quality center. The account quality center is at this link: https://www.facebook.com/business-support-home/
This is where you go to see whether or not you were able to successfully appeal your ad with the “Request Review” button.
You’ll notice that there are 4 tabs in the Account Quality center. You can track the progress of your appealed ad by clicking on the appropriate tab.
If your appeal is not granted, and you see that it has moved from “In review” to “Unchanged” you do have one final avenue you can try. You can reach out to Facebook support through their “Chat” system.
To do that, click on the question mark in the lower left-hand corner of ads manager. A support menu will pop up on the right-hand side. Chat support from Facebook is one of those things that looks different in every ad account. I’ve even seen some ad account that don’t have access to “Chat” support. If that’s the case for you, you are probably out of luck.
If you do have the option to “Chat” with Facebook, you should navigate your way through the process as genuinely as possible. In the image below, the way to initiate the chat process is to click on the “Create a new case” button. Sometimes, you will end up in another automated process.
Have you had good luck getting rejected ads approved? More often than not, we’re able to get our ads live by following the steps below:
Other times you will talk to an actual person. If you talk to an actual person, you should say, “I have an ad that I think was inadvertently rejected and I would like to request a manual review.”
Summary:
- Go to ads manager. Do not investigate via email or Facebook message.
- Look at the ad to determine what rule might have been violated.
- Edit your images, video or ad copy if you think it might violate a rule.
- If you think you followed all of the rules, click on the “request review” button.
- Monitor your question in the Account Quality Center.
- Use Chat Support if you need further help.