Account Suspended While Trying to Comply with First Strike Removal (Need Help/Escalation)

SCFlights 0 Reputation points
2026-10-01T13:37:59.7033333+00:00

Hello Microsoft Advertising Community,

I am looking for guidance or assistance from a moderator regarding a frustrating loop our account is stuck in. Here is the breakdown of what happened:

Our account received a First Strike due to keywords flagged as potentially misleading regarding airline support channels. Our account rep, Paul, provided a list of non-compliant keywords for us to update. We removed the flagged keywords and replied directly to Paul to let him know the changes were made, as requested.

After Paul submitted the account for manual review following our updates, the account was suspended instead of having the first strike removed. A similar issue happened in May, where we raised an ad disapproval and the account was unexpectedly suspended. That suspension was wrongly upheld upon appeal, but the social team helped remove the suspension at that time. When we contacted the social team again this time in August, they informed us about a strike due to Dynamic Keyword Insertion, which was never informed by the support team prior to that.

We are fully ready to rectify the Dynamic Keyword Insertion setup, but because the account is now completely suspended, we are locked out and cannot make any edits or changes to fix it. Standard support has been unhelpful and keeps upholding the suspension without allowing us to apply fixes.

Our Question: How can we get the account temporarily unsuspended or get this escalated to a higher-level team so we can make the required changes? Has anyone experienced this loop where complying with a review leads to a suspension, and how was it resolved?

Microsoft Advertising | Manage ads | Editorial policy guidance
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  1. MS Advertising - Chris 0 Reputation points Microsoft External Staff Moderator
    2026-10-01T14:32:06.9+00:00

    Hello SCFlights,

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

    I understand your concerns regarding the current status of your account and the challenges you have encountered while attempting to address the policy-related issues.

    As it appears that your account is currently under account suspension, it is important to note that account suspensions are handled differently from strike penalties. While strike penalties are typically associated with policy violations identified within ads, keywords, or other account content, an account suspension review is conducted at the account level and is not solely based on the content of the account or website.

    Regarding your question about temporarily removing the suspension to allow changes, Microsoft Advertising policy does not provide a process to temporarily lift or remove an account suspension for the purpose of making updates within the account. Changes cannot be made while the account remains suspended.

    To help us further review your situation and determine the appropriate next steps, I have sent you a private message requesting additional information. Please reply to that message at your earliest convenience so we can review the details provided and advise you on the most appropriate course of action moving forward.

    I look forward to your response.

    Understanding Egregious Violation Suspensions

    Kind regards,
    Chris | Microsoft Advertising Support Specialist | 1-800-518-5689

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