New account G*****TUQ suspended within hours of creation — appeal button greyed out, card charged after suspension

Dmitrii Timin 0 Reputation points
2026-07-09T23:58:59.3+00:00

Hello, our brand-new Microsoft Advertising account was suspended within hours of creation, before any ads were served.

Account number: G****TUQ

Manager account: K*****Y3Y

We are SMKLOG-2022 LLC, a registered New Jersey (USA) logistics company. We advertise only our own website smklog.com — a parcel shipping rate calculator and label service for US customers. Nothing prohibited is involved.

Advertiser Identity Verification is submitted and pending, with business registration documents already provided.

Problems:

  1. The "fraud appeal form" button on the suspension page is greyed out, so we cannot appeal.
  2. Support chat is inaccessible for the suspended account.
  3. Our card was charged $50.00 on 07/08/2026 — after the suspension (we see a $50.00 refund pending, thank you, but the account itself remains suspended).

Please review and reinstate the account. Happy to provide any additional documentation. ** * PII Removed ***

Microsoft Advertising | Accounts, profiles, and login | Account access
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  1. MS Advertising - Marvin 160 Reputation points Microsoft External Staff Moderator
    2026-07-10T00:29:23.82+00:00

    Hello Dmitrii Timin,

    Thank you for using our Microsoft Advertising Learn Q&A Platform!

     I apologize for the inconvenience you’re experiencing, and I appreciate your proactive communication about the issue as I see how important it is to get your access back on your account.

    Generally, there could be a number of reasons why our system would suspend an account. While I can’t disclose specific reasons for account suspensions due to security protocols, I’ve summarized common areas where accounts might not comply with our advertising policies. Please see a list of important policies below to ensure you are following them:

    Please note that under the Digital Services Act (DSA), all customers are eligible to appeal their account status up to six months after their account status change. Customers will receive an email notification indicating the reason for their account status change with an option to appeal.

    If you have received the aforementioned email, please proceed by submitting your appeal. That being said, you may require to complete Advertiser Identity Verification (AIV) at first, before you can appeal the account suspension decision. To learn more about AIV, I recommend checking the extended help article on this forum platform, as well as the relevant help pages shared below. Please note that you may need to complete AIV up to three times.

    Kindly try performing some browser troubleshooting steps on your end, such as clearing your cache and cookies and/or browser history. Afterward, please try signing in to your account again if the appeal button becomes available. You may also try opening your account using an Incognito or InPrivate browser window.

    Our support teams are pleased to engage in more in-depth discussions about your account through phone, chat, or email to offer review assistance, please see our support page to reach out!

    I trust that the details shared here will partially address your inquiry. Should you have any further questions, feel free to contact our support. Additionally, I’ve sent you a private message requesting additional information. Please don’t hesitate to reply if you require further assistance.

     

    Kind regards, 

    Marvin | Microsoft Advertising Support Specialist | 800-518-5689

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