Meta apologized to advertisers after an ad serving outage caused campaigns to cost “thousands”.
The tech giant confirmed that services have now been restored and apologized for any inconvenience caused to advertisers.
The refunds, which are expected to take four to eight weeks, are now being awaited by affected parties.
Why we care If you were affected by the suspension of ad serving, you should apply for a refund, but it’s important to note that payment is not guaranteed. To increase the likelihood of receiving a full refund, there are specific steps you can take.
Refund request. Barry HottA growth and performance marketing consultant, urged advertisers to report the issue to their representatives and/or Meta Support to “increase the likelihood of a refund for you and everyone.”
Hott then shared a step-by-step guide to show advertisers how to file a complaint. He recommended filing a report with Meta Support and sending this exact message:
“My campaigns overspent their budgets and appeared to ignore their cost limits yesterday due to a confirmed widespread Meta ad serving outage, causing campaigns to overspend and extremely inefficient way, which caused me to lose money.”
This should bring you to the menu shown in the screenshot below. Here, you’ll need to select “Claim Ad Spend Reimbursement.”
Then you need to choose your ad account and select “other ad account issue” as shown in the screenshot below:
Then you can write another message; for this step, Hott recommended simply pasting the same information from above along with the following screenshot from the meta status page:
Then start uploading screenshots showing your performance issues. Include all account IDs if you have multiple accounts. Please answer support questions politely, taking into account their possible unfamiliarity with Meta ads and interruption. Hott concluded:
“Hopefully you’ll get to a point where they ask you for the amount you’re asking for a refund. If you have estimates of what you think was lost, share that amount, but don’t be greedy, use a realistic estimate based on recent past performance.” “This is our best chance to get the refunds we deserve. I hope you found this helpful! Please repost or share this with your friends, and if you haven’t already follow me or @MetaBizStatus (the automated account I set up that reports Meta outages), do it!”
Negative consequence. Several advertisers claimed to have lost thousands of people as a result of the discontinuation of meta ad serving.
A seller wrote X: “Woke up with ~$80 credit from $6000 down the drain. But my ticket still isn’t resolved and they emailed me at 5am asking me to be patient while they do it.”
Another advertiser commented X: “He flew thousands in minutes!”
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What Meta says. Meta did not immediately respond to Search Engine Land’s request for comment.
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