What to Do if Your Ad Account is Suspended

We strive to maintain a high-quality, safe, and trustworthy environment for both our advertisers and our audience. If our automated systems or moderation team detects a severe violation of our platform policies, your advertising account may be temporarily or permanently suspended.

If you find yourself in this situation, this guide explains how to identify an account suspension, what happens to your active campaigns, and the steps you can take to appeal the decision.

How to Identify an Account Suspension

If your account has been restricted by an administrator, you will be notified immediately upon logging in.

• A prominent, red warning banner will appear at the very top of your Ads Dashboard.
• The banner will display the message: “Your advertising account has been suspended”
• While this banner is active, two critical platform features will be locked: you cannot launch any new or existing campaigns, and you cannot top up your balance.

What Happens to Your Active Ads and Balance?

When an account suspension is triggered, the system takes immediate action to halt all advertising activity associated with your account:

• Active Campaigns are Paused: The system automatically forces all of your currently running (Running) and awaiting review (Pending Moderation) campaigns into a Draft status.
• Instant Removal: The global ad delivery cache is instantly cleared. This means your ads will stop displaying on the website immediately, with no lingering impressions.
• Your Funds Remain Safe: A suspension does not delete your remaining balance. Your funds remain securely in your account, but they are effectively frozen since you cannot launch campaigns to spend them.

Important Note: You will still have access to your Ads Dashboard while suspended. You can review your past Analytics, check your Operation History, and download past Invoices from the Documents tab, but your ability to execute new advertising actions will be disabled.

How to Resolve the Issue and Appeal

Account suspensions are typically the result of repeated policy violations, suspicious payment activity, or prohibited content. However, we understand that misunderstandings can happen.

If you believe your account was suspended by mistake, you can appeal the decision:

1. Locate the red “Account Blocked” banner at the top of your dashboard.
2. Click the contact support link provided directly within the warning message.
3. Provide our support team with your Account ID (which can be found in your Billing Details or past invoices) and a brief explanation of why you believe the suspension is an error.
4. Our administration team will review your account history. If the suspension is lifted, your account permissions will be restored, and you will be able to manually re-launch your drafted campaigns.