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Meta Business Help Centre
Troubleshoot a restricted account
To help protect people from poor experiences and support meaningful connections, we monitor and investigate the behaviour of advertisers and sellers on Meta technologies. In certain scenarios, we may place restrictions on businesses that limit their ability to advertise or sell on Meta technologies.
We may apply restrictions on businesses in the following scenarios:
- They don't follow the Community Standards, Meta Advertising Standards, Commerce Policies or other policies and terms.
- We suspect that an account has been compromised or hacked. Learn more about how to secure a hacked account.
- They don't meet our two-factor authentication requirements for account security.
- An advertiser is new, in which case we may apply limits on how much an advertiser can spend each day or which features they can access until we can make sure that they're consistently following our policies.
To troubleshoot your restricted account:
- On your computer, go to Meta Account Quality.
- Click Account status overview in the left menu.
- Click the restricted account that you want to troubleshoot.
- Look for a What you can do section. If you can't see a What you can do section, there are no further steps for you to take at this time.
- In the What you can do section, take the recommended steps for your account. We may ask you to:
- Confirm your identity.
- Complete verification.
- Secure your account.
- Request a review.
Depending on the type of account restriction and the stage that you're at in the process, you'll have different steps to take in the What you can do section.
Click a drop-down below for more instructions related to each step.
Confirm your identity
In most cases, you'll need to confirm your identity before we can reinstate your account. Your account will either be reinstated immediately after completion of this step, or you'll be able to take further steps to troubleshoot.
To confirm your identity:
- In Account Quality, click Account status overview in the left menu.
- Click the restricted account that you want to troubleshoot.
- In the What you can do section, click the button to confirm your identity.
Some of the following items may be required for confirmation:- Email address associated with your account.
- Your mobile phone for SMS text.
- Photo of your ID, such as a passport or driving licence.
- Payment method associated with your account.
- Complete the on-screen steps.
- If no further action is required, your account will be reinstated once your identity has been confirmed. Otherwise, you may need to return to the What you can do section in Account Quality and follow the recommended next steps.
Note: Once you've begun the confirmation process, you may need to complete it within a certain time frame.
Confirm your identity
In most cases, you'll need to confirm your identity before we can reinstate your account. Your account will either be reinstated immediately after completion of this step, or you'll be able to take further steps to troubleshoot.
To confirm your identity:
- In Account Quality, click Account status overview in the left menu.
- Click the restricted account that you want to troubleshoot.
- In the What you can do section, click the button to confirm your identity.
Some of the following items may be required for confirmation:- Email address associated with your account.
- Your mobile phone for SMS text.
- Photo of your ID, such as a passport or driving licence.
- Payment method associated with your account.
- Complete the on-screen steps.
- If no further action is required, your account will be reinstated once your identity has been confirmed. Otherwise, you may need to return to the What you can do section in Account Quality and follow the recommended next steps.
Note: Once you've begun the confirmation process, you may need to complete it within a certain time frame.
Complete verification
If we notice unusual behaviour on your account, we may ask you to confirm that it's really you and not an unauthorised user. In these cases, we may ask you to complete verification steps. Depending on the type of verification, you'll either see a button to Start verification or Secure your account.
If you see a Start verification button:
- In the What you can do section of Account Quality, click Start verification.
- Follow the on-screen steps to verify your account. During this process, we may ask you to provide some of the following items:
- Email address associated with your account
- Photo of your ID, such as a passport or driving licence
- Payment method associated with your account
After you've successfully completed this process, your account will be reinstated.
If you see a Secure your account button:
- In the What you can do section of Account Quality, click Secure your account.
- Follow the on-screen steps to verify your account. This process may involve some of the following steps:
- Secure your account: If you haven't already, we'll ask you to enable two-factor authentication to protect your account. Two-factor authentication helps keep people out of your account who shouldn't have access.
- Verify email address: We'll send a unique link to the email address listed in your Meta Business Manager account. When you open the email, you can click the link to continue the verification process.
- Request approval: As a last step, you'll need to ask someone with full control of your business account to approve your access to it.
After you've successfully completed this process, your account will be reinstated.
Complete verification
If we notice unusual behaviour on your account, we may ask you to confirm that it's really you and not an unauthorised user. In these cases, we may ask you to complete verification steps. Depending on the type of verification, you'll either see a button to Start verification or Secure your account.
If you see a Start verification button:
- In the What you can do section of Account Quality, click Start verification.
- Follow the on-screen steps to verify your account. During this process, we may ask you to provide some of the following items:
- Email address associated with your account
- Photo of your ID, such as a passport or driving licence
- Payment method associated with your account
After you've successfully completed this process, your account will be reinstated.
If you see a Secure your account button:
- In the What you can do section of Account Quality, click Secure your account.
- Follow the on-screen steps to verify your account. This process may involve some of the following steps:
- Secure your account: If you haven't already, we'll ask you to enable two-factor authentication to protect your account. Two-factor authentication helps keep people out of your account who shouldn't have access.
- Verify email address: We'll send a unique link to the email address listed in your Meta Business Manager account. When you open the email, you can click the link to continue the verification process.
- Request approval: As a last step, you'll need to ask someone with full control of your business account to approve your access to it.
After you've successfully completed this process, your account will be reinstated.
Secure your account
If you're a user of a Business Manager account that's over 90 days old, you may need to enable two-factor authentication to meet our security requirements. If you don't, we may restrict your access to Business Manager tools for security purposes. To reinstate your account, you'll need to enable two-factor authentication.
To enable two-factor authentication:
- In Account Quality, click Account status overview in the left menu.
- Click the restricted account that you want to troubleshoot.
- In the What you can do section, click Secure your account.
- Complete the on-screen steps.
Once two-factor authentication has been enabled, we'll reinstate your account.
For more information on our authentication requirements, see What is two-factor authentication and how does it work on Facebook?.
Secure your account
If you're a user of a Business Manager account that's over 90 days old, you may need to enable two-factor authentication to meet our security requirements. If you don't, we may restrict your access to Business Manager tools for security purposes. To reinstate your account, you'll need to enable two-factor authentication.
To enable two-factor authentication:
- In Account Quality, click Account status overview in the left menu.
- Click the restricted account that you want to troubleshoot.
- In the What you can do section, click Secure your account.
- Complete the on-screen steps.
Once two-factor authentication has been enabled, we'll reinstate your account.
For more information on our authentication requirements, see What is two-factor authentication and how does it work on Facebook?.
Request a review
If your account is restricted due to a policy violation, you may be able to request a review. We recommend that you request a review if you believe that your account shouldn't be restricted. We'll take another look at your account and determine whether the restrictions should apply.
Note: To request a review, you must be an admin on the account.
To request a review:
- In Account Quality, click Account status overview in the left menu.
- Click the restricted account that you want to troubleshoot.
- In the What you can do section, click Request review.
- Complete the on-screen steps.
When you've finished, we'll review your account to see whether the restrictions should apply. Typically, our review is completed in 48 hours, although it may take longer in some cases. If we determine that the restrictions should apply, they'll remain in place. If we determine that they shouldn't, we'll remove them and your account will be reinstated. Note that any ads running before the restriction will not be automatically restarted. You'll need to turn them on in Ads Manager.
Request a review
If your account is restricted due to a policy violation, you may be able to request a review. We recommend that you request a review if you believe that your account shouldn't be restricted. We'll take another look at your account and determine whether the restrictions should apply.
Note: To request a review, you must be an admin on the account.
To request a review:
- In Account Quality, click Account status overview in the left menu.
- Click the restricted account that you want to troubleshoot.
- In the What you can do section, click Request review.
- Complete the on-screen steps.
When you've finished, we'll review your account to see whether the restrictions should apply. Typically, our review is completed in 48 hours, although it may take longer in some cases. If we determine that the restrictions should apply, they'll remain in place. If we determine that they shouldn't, we'll remove them and your account will be reinstated. Note that any ads running before the restriction will not be automatically restarted. You'll need to turn them on in Ads Manager.
