Explaining an account loss to a client

What to do

1. Share facts.
2. Agree next steps.

Where to start

Take this one part at a time. None of it needs to be done in a rush.

1. Confirm which Business Portfolio owns the client's assets.
2. Have the client secure their own login and email.
3. Use partner access for your agency; avoid shared logins.
4. Request reviews from the level that is restricted, in order: profile, portfolio, ad account.
5. Keep a written log of what was done and when.
6. Check whether your agency's own portfolio or people are restricted, since that can block every client you manage.
7. Ask the client to add a second admin they trust, so one blocked profile does not lock the business.

Gather what shows it is yours

• Portfolio and ad account IDs.
• Client authorisation to act on the account.
• Screenshots of Account Quality.
• The client's business registration and website, matching the portfolio details.
• Your agency's own Business Portfolio ID, if you are listed as a partner.
• A short timeline of when the restriction appeared and which campaigns were running.

Putting it into words

• Describe the business and the ads in plain terms, not marketing language.
• Mention any recent changes: a new domain, new payment method, new admins or a sudden budget increase.
• Keep wording factual and consistent across assets.
• Reports go in the client's name unless your agency owns the asset.

Try not to do this

• Running the same rejected ad on another client's account.
• Removing the client as admin to 'simplify' the review.
• Promising the client a result or a date; the platform decides.
• Using one card across many client accounts.
• Moving client ads to new accounts while restrictions are open.

While you wait

• Share updates with the client in plain terms.
• Document a standard intake for the next time a client account is hit.
• Review payment methods and remove cards no longer used.
• Once restored, review admins and partners.
• Keep a record of each request ID and decision.

If nothing changes

• Your agency's own access is restricted.
• The client has lost all admin access.
• Several client accounts are restricted at once.
• The client's portfolio needs business verification you cannot complete for them.

What to send

• Your username or profile link.
• A screenshot of the notice or error, with the date visible.
• Which email or phone is on the account (just which one, never a code).
• What happened before it started, in a few lines.

Please do not send passwords, login codes, card numbers or access tokens.

How it works with Acctback

1. Message us on WhatsApp or email with the username and a screenshot of the notice.
2. We tell you honestly whether this is something we can help with. Terms are agreed with you before any work starts.
3. We prepare the appeal and the supporting details, to go through the platform’s own channels.
4. We stay in touch while you wait. The platform makes the final decision, and nobody can promise the outcome.

About Acctback

Acctback is an independent service that helps people get back accounts on Instagram, Facebook, TikTok, Snapchat and Threads, plus Meta ad accounts and Business Manager. We also help with usernames, impersonation and agency work. Contact: WhatsApp +1 934 201 2490 or team@unbanz.com. Independent service. Not affiliated with Meta.