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Contacting Facebook

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Hi All,

Has anyone who advertises on Facebook managed to successfully have a conversation with someone who can help?

I am currently having an issue where pretty much every ad I create is being not approved by facebook. When I appeal this I usually just get a boilerplate response saying the ad violates their policies. To the best of my understanding I am following their policies.

Before Christmas I had an ad for a coaster that was not approved as they claimed it was promoting a weapon.


I recently created some ads using Facebook's stock images. 2 ads with the same copy, and different stock images and one was approved, the other not.

The biggest issue I am having is that none of my dynamic product ads are running, and I have no idea which products are the issue.

I know I'm not one of Facebook's most important customers, but I have spent tens of thousands with them on advertising, and it's very frustrating that there seem to be no ways to talk to someone and get my ads working again.

Does anyone have any insights on how to actually get some actual customer service support from Facebook?



Reply 1 (1)
Shopify Staff (Retired)
Shopify Staff (Retired)
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Hi Steven, 

Nick here from Shopify. 

From my knowledge, I've never known a way to talk directly to someone from Facebook by chat, phone or email directly. I think it might be down to the size of their user base as it's so large. I've reached out to the support help center Facebook does have in the past and have gotten the answers I've needed from it. It could be worth reaching out on the Facebook help community about this directly here and double checking you are adhering to all the Facebook advertising policies here

It could also be worth looking into appealing why your ad was disapproved as Facebook can make genuine mistakes sometimes. 

Hope this helps and gives you some direction on the next best steps to take here. 

All the best, Nick

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