Tips for Contacting Facebook Support

radderfire · 23 Jan 2025 at 10:53

I've had my Facebook account suspended by their technology after promoting the Amazon Fire TV Stick on a business page a few times. I could see no reason for the initial warning, so tried making amendments and reposting, which was a mistake as I've now had the account suspended.

I went through the procedure of replying to their e-mail, explaining why I shouldn't have been suspended. This was over a week ago, and I've heard nothing. I've also tried going through the Facebook help pages and filling in a contact form. Currently they seem completely unresponsive and uncontactable because I can't get into my ac.

Has anyone got any tips as to how I can get this resolved? How can I contact them?

radderfire · 23 Jan 2025 at 17:17

Any suggestions anyone? I'm a bit stumped.

radderfire · 23 Jan 2025 at 19:22

john_smith said:
Was it just the hardware you were promoting or the software it came bundled with?

Just the hardware. I think the reason I got suspended was I used the text "stream free films" but I'm guessing. What's bothering me is that the account has been suspended for no good reason, but then they don't reply to the case appeal e-mail they send you. Then you can't contact them another way, because all the support requests are done by logging in to Facebook. They lock you out, and then provide no way of contacting them. I would have expected better than this.

radderfire · 24 Jan 2025 at 11:41

As far as I'm aware the Amazon Fire TV Stick does allow you to legally stream some free films, hence the use of the text "stream free films". However, I expect Facebook has a big problem with illegal streams being promoted, hence I have run into this problem, and "their technology" intervening. What was annoying was it told you that the post had been removed, but not that there was the risk of suspension if you tried it too many times, which I did because initially I couldn't see what the issue was.

radderfire · 24 Jan 2025 at 11:58

MrRockliffe said:
OP, what I’m hearing is “My account got banned for advertising something I shouldn’t, and I can’t get hold of Facebook to appeal”

No, there was nothing wrong with what I advertised, but it triggered their automated systems in error.

Now I'm locked out and I cannot find any way to contact them whatsoever. This is very poor. The company has billions of dollars yet they are totally uncontactable in terms of support. It's hopelessly bad.

radderfire · 24 Jan 2025 at 12:12

Combat squirrel said:
Are you blue ticked ?

No. What is also annoying is that they have stated the ac gets deleted after 180 days. It's now been 19 days since the initial suspension and no e-mail reply from them. I am very surprised a multibillion dollar company is so bad at basic communication. I mean, maybe you could take a few hundred million and make sure you have some basic customer service!!

radderfire · 24 Jan 2025 at 14:07

Having looked into this further it seems I'm not alone in finding it's actually impossible to contact Facebook.

radderfire · 24 Jan 2025 at 16:22

-UnderClocker- said:
Make a new account and use that to try and contact someone?

Good suggestion, but right now it's not letting me log out of the existing suspended ac.

radderfire · 12 Feb 2025 at 12:18

A question for anyone that's had their account suspended by Facebook's AI (incorrectly!). Once you've replied to the automated e-mail they send you telling you to appeal, how long after would you expect to hear back from them? I replied weeks ago, and a few more times for good measure, and I've heard nothing. I'm just wondering if it takes them a long time, or if I have not heard by now it means that my reply has not got through and I'll never hear anything.

After 180 days it says my account will get deleted, and I'm trying to avoid that if possible.

Thanks