First Strike for "Government services" policy issued 2 days after suspension was reviewed and removed — requesting human policy re-review

Apliko Consulting 0 Reputation points
2026-07-29T10:22:51.41+00:00

Hello Microsoft Advertising team,

I'm requesting help with a policy determination that appears inconsistent with a review your team completed two days earlier.

Timeline:

  • On July 6, 2026, the suspension on our manager account was reviewed and removed by your team, with written confirmation that we were "eligible to serve ads in all markets where your content complies with our policies."
  • Ads began serving normally.
  • On July 8, 2026, with no changes made to our website or ads in between, one of our accounts received a Notice of First Strike for Policy Violation under "Government services and products," and the account was suspended again.

About our business:
We are a private, EU-registered administrative-assistance company providing paid, value-added application assistance (guided forms, error and completeness review, step-by-step instructions, dedicated customer support) for Canadian administrative procedures. We are not a government agency and never present ourselves as one:

  • Prominent disclaimers (header, footer, and checkout) state we are a private company not affiliated with the Government of Canada.
  • A mandatory consent checkbox before purchase acknowledges we are a private third-party service.
  • Full pricing is displayed before any payment step, together with Terms & Conditions and a Refund Policy.
  • We inform users that the same procedures can be completed free of charge through the official government channel, with a direct link.
  • Our site uses no official colors, seals, logos, or government-like domain naming.
  • Google Ads has verified our site under its "Government documents and official services" third-party verification program.

What I've already done:

  • Submitted an appeal via the "contact support" link in the strike notification.
  • Replied to the notification email from [adctr@microsoft.com]. No response received.

What I'm asking:

  1. A human/senior policy re-review consistent with the July 6 determination.
  2. If specific ads, keywords, or landing-page elements were found non-compliant, please identify them so we can remediate immediately.
  3. Guidance on whether the Government Services Advertising Program is the appropriate path for the Canadian market, and what form of authorization or registration Microsoft accepts.

I can share the full manager account and account numbers, the domain, and supporting documentation via private message.

Thank you.

Microsoft Advertising | Manage ads | Editorial policy guidance
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  1. MS Advertising - Marvin 160 Reputation points Microsoft External Staff Moderator
    2026-07-29T16:36:00.2633333+00:00

    Hello Apliko Consulting,

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

    Thank you for reaching out and for providing a detailed explanation of the timeline and the steps you have already taken.

    I understand your concern, especially since you mentioned that the suspension was previously reviewed and removed, and that a First Strike under the “Government services and products” policy was issued shortly afterward. I also understand that you would like a human policy re-review and clearer guidance on what may need to be corrected.

    For context, Microsoft Advertising’s Government Services and Products policy states that, unless otherwise noted, advertising for products and services offered by the government is only allowed directly from the government. Examples include, but are not limited to, passports, visas, ESTA, birth certificates, change of address, license or registration renewal, food stamps or emergency funding, and social security. The policy also states that advertisers may not falsely pose as, or claim affiliation with, a government agency, and websites cannot use methods that make the site appear to be a government site, such as official colors, seals, logos, or government-like domain names.

    You can review the policy here: Government Services and Products

    The policy also indicates that advertisers may be required to provide proof of government delegation or authorization for the specific product or service being advertised. If the advertised service falls under the Government Services Advertising Program, Microsoft may require documentation showing the advertiser is authorized or delegated to provide the covered government service. You can review the program page here: Government services advertising program

    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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