These days, most brands have a Facebook page they use as a way to grow and engage an audience. The social media platform has long outgrown its initial role as a place for old friends to keep in touch and share tidbits of their lives.
Today, Facebook is a true marketing powerhouse, home to a very intricate advertising system that provides businesses with countless opportunities to promote their products or services. Facebook accounts for around 9% of all digital advertising and around 18.4% of the mobile device advertising, and considering the platform has around 3 billion monthly active users, these are very compelling reasons to get more familiarised with Facebook advertising.
But, as with all tools, it has certain limitations. Even if it’s designed to help anyone run a few ads, mistakes can be easily made. When you’re in such a situation, it can come in handy to have a way to directly contact Facebook. Here’s how to do that.
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First, Why Would You Need to Contact Facebook?
Facebook ads work fairly straightforwardly. You create your ads in your Ads Manager, add the text and image or videos, then select your target audience by choosing different characteristics you want to target, such as location, age, gender, interests, etc.
Then, Facebook will take your ads and look for Facebook users that match your targeting and show the ads on their news feed. After that, it’s up to the user if they choose to react to the ad or not. But something so simple, in theory, has a very complex advertising system behind it.
Facebook advertising is growing every day, and not just in terms of the number of marketers creating accounts and running ads. The advertising system itself is becoming more and more complex as the needs of both users and marketers change, and the expectations grow.
This makes room for the introduction of new features such as Dynamic Ads or A/B Split Testing, powerful tools to utilise, but some of them may leave some business owners scratching their heads.
As with any advertising tool, Facebook Ads can have certain issues:
- Ads not delivering properly (or not at all)
- Billing inaccuracies
- Your ad sets competing with each other
- Problems with the Facebook pixel
- Problems defining your target audience
These issues can affect the results of your Facebook ad campaigns, and may even end up costing you money for nothing. Even if you’re only investing a small amount on Facebook marketing, you still want to make sure all of it is going into getting the results you need for your business and isn’t wasted down the drain because of a glitch.
Because of this, Facebook needed a way to allow marketers to identify and resolve these issues fast, and easily.
And Facebook support actually comes in different forms.
How to Fix Problems with Facebook Advertising
Facebook tries to offer different ways for its users and marketers to get in touch whenever they are encountering problems with the platform. For users, it can be very frustrating when your account isn’t behaving as it should, and Facebook risks losing users if they do not address the issues fast.
But when it comes to advertisers, the stakes can be sometimes higher, as both the platform and the business risk losing money.
Here are a few different ways you can fix your issues with Facebook advertising:
Facebook’s Help Centre
Facebook’s Help Centre is its very own microsite where you can find articles about all things Facebook, from how to find your account settings to how to manage our Facebook pages.
Sometimes, Facebook ads may not work because there is an issue with the page itself, such as someone accidentally unpublishing it without your realising it. In the Help Centre, you can find out how to manage your page roles and republish your page quickly, and go back to your Ads Account to re-submit your ads.
The Help Center is really up to date when it comes to offering business support. It does, however, contain one option to get more answers regarding ads:
Also in the Help Center, Facebook offers various forms users can turn to in order to submit a question they couldn’t find an answer for through one of the articles.
You can also submit questions regarding Facebook advertising, such as the ad payment inquiry form or the pending review form for ads that haven’t been approved in 24 hours. You just fill out the form with the details of your ad account, and Facebook will get back to you for more information.
Facebook for Business
At one point, the Help Centre had everything to help troubleshoot Facebook issues, but with the growing features of Facebook Advertising and more and more businesses coming to the platform, something had to change.
So Facebook for Business was introduced, where you can find all the support you need for advertising on Facebook. Similar to the Help Centre, it offers a lot of articles to help marketers and business owners find their way through the advertising system.
The articles also cover specific issues brands may want to address through their ads, such as increasing brand awareness, creating Facebook instant forms, optimising a landing page, etc.
How to Talk to an Actual Facebook Representative
Sometimes, the issues you may be facing are a bit more complex to be resolved by reading an article or submitting a form. In these cases, you can contact Facebook support directly from the Facebook for Business site.
Before you get to talk to Facebook support, the platform will try to offer more resources that could help you fix the issue by yourself. Once you get to the help page, the main options you can choose from are:
- Policy and Account security
- Billing and Payments
- Business Page
- Ads Management Tools
- Measure and Improve Results
Let’s say you have a general issue with the “Policy and Account security” part. Once you select an option, Facebook will provide additional choices to get to the bottom of things. For our choice, we get:
- Ads Account: advertising restrictions, disabled account, unknown activity on account;
- Policy and review: disapproved ads, pending review, use text in ad images;
- Pages: view page names allowed on Facebook, hacked pages, custom username
Choose the option that is closest to what issue you have, such as “My ads were disapproved.” You’ll be directed to a new page with a short article explaining what you could do to fix your issue, like editing the ad so it meets the advertising policy, and get additional links to other resources at the bottom of the page.
And if that doesn’t help, this page also includes the option of contacting Facebook Support for a chat. If you click it, it will open a new form where you can provide more information about your problem and account:
- Preferred phone number
- Email address
- A single choice list about the relationship to the business – such as the owner or an employee
- A single choice list about the issue you have
- Subject title and a description, where you can provide more information about what you’re dealing with
The same form also contains the support for Instagram, so if you’re having problems with your Instagram ads, just leave the Facebook boxes empty.
Once you fill out the form, click Start Chat and a Facebook representative will connect with you to provide more help. Facebook says it takes 3 minutes on average for users to connect with support.
This will open a chat window in your browser. The representative will read the form beforehand, but be prepared to offer more information if needed. You also may have to take certain actions in your Ads Manager or change some setting to resolve the issue, so be prepared for that.
Facebook marketing provides many amazing opportunities for businesses all around the world, but many marketers have begun to notice a major drop in organic reach. Simply put, posting on Facebook pages is no longer a guarantee that your followers will see your content.
So, what other options do you have? One of the best ways to make sure your posts and offers are getting featured in the news feed is to run a good Facebook ad campaign that’s designed to help you reach your business goals.
Australian Internet Advertising is a Facebook Marketing Partner that knows exactly how to leverage this platform to its full potential and get Sydney businesses the results they need to improve their results. If you want to work with our team, call our office at 1300 304 640 or fill out the online form, and let’s see what you need in terms of Facebook advertising.