Why was my ad campaign unpaused without my permission?

Question

Why was my ad campaign unpaused without my permission?

Anonymous

I KNOW I logged in to the the acct on 24 Oct and paused my client's campaign, due to his impending surgery.

That is the ONLY reason I would do so on that date, as I was minutes away from beginning a cross-country drive to my new home.

Now, at the end of November he contacts me and says he got billed for $350.

So, I login again and see that campaign is ACTIVE!

Look, pretty much everybody knows what the pause icon looks like, right?

Now it is paused again, but now the daily budget is down to just a single dollar, in case they do it again.

Sooo, has anybody else had this happen to them?

Or is there a way to think you've paused a campaign, but it doesn't actually pause?

I'm not new to this stuff or I wouldn't be managing a client's business acct.

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5 answers

Answer 1

Hi Russ Guts,

I understand that this can be frustrating. I want to assist you with this; however, I will need more account related information.

I will send you a private message so that I can continue to support you with more account related information.

Please reply to my private message so that we can get this resolved.

Kind regards,

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

Answer 2

Here's what I just wrote on your customer review form:

"I've paused my client's campaign TWICE now and YOU restarted it BOTH times and then billed him $300+ dollars each time. I paused it the first time because he was going in for spinal fusion surgery. But then he got billed and he notified me, so I logged in to find the campaign had been unpaused! I then paused it AGAIN and this time I set the daily budget to ONE DOLLAR. So, imagine my surprise and anger when he notified me that he just got billed again for $321! Not only did you unpause it, you upped the daily spend back to $12, from the $1 I set it at! You and your crappy platform are outright thieves! TWICE now you have ripped my client off for $300+ dollars when I had deliberately set his campaign to be paused. I want a FULL REFUND of both month's fraudulent charges and I'm going to recommend to him that we discontinue using your pathetic platform. MS Ads suckl!"

I'm SO pissed at your platform right now for ripping my client off. I DO want a full refund for both fraudulent month's charges. After all, not only did it unpause a SECOND time, but it reverted back to the $12 a day ad spend budget - AFTER I had set it to $1! This is blatant theft! And for some reason, NO ONE in the entire MS Ads community had a post about this problem OR a reply to my post. I suspect you delete posts like that so as to not scare away potential customers. WORST online experience in two decades!

Answer 3

Hi Russ Guts,

I understand that this can be frustrating. I will do my best to assist you in getting to the bottom of what happened to make your campaigns un-pause themselves.

I will send you a private message so that I can continue to support you with more account related information.

I hope that you have a great day further!

Kind regards,

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

Answer 4

Great, except I didn't import anything from wretched Google.

This campaign has been running about a year and I've continued to optimize it along the way, in conjunction with your suggestions.

This is also not the first time I've paused it, as my client has had other down times during the last year plus.

So, thanks, but your suggestion reason is null and void.

Bottom line, it seems that your system auto-unpaused the campaign.

And that's just bad business...

Answer 5

Good morning Russ Guts,

Thank you for reaching out to the Microsoft Advertising Community Forum! My name is Marcel and I will be assisting you with this query.

I understand that campaigns that you have paused were enabled again.

Many times this happens as a result of the Google Import Tool. When setting up a Google Import, a schedule is created as well, then the Microsoft Advertising Account continues to pull in information from the Google Ads account. This would also apply to the status of the account, such as moving from Paused to Enabled. You can find the schedule by clicking on “Import” at the top of the Microsoft Advertising Web interface, then clicking on “Import schedule & history”. There is more information on this at this link: What gets imported from Google Ads (microsoft.com)

I will send you a private message so that I can continue to support you with more account related information.

I hope that you have a great day further!

Kind regards,

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