This article provides you answers to FAQs for account suspensions.
When the banner of your account indicates "your account has been suspended" or your advertising status indicates "suspended," it means that your account may be disabled due to a violation of our advertising policies.
What happens when my account is suspended?
All ads under the suspended ad account will be stopped. These ads will return to their original status after the account suspension is lifted.
Ad account Admins and Operators can change the delivery status of Campaigns, Ad Groups, and Ads.
Note: Ad account Admins and Operators will only be able to change the delivery status and cannot adjust any other account or campaign-related settings.
For agency accounts, suspended accounts cannot be used to create new ad accounts or add money to ad accounts.
Why was my account suspended?
Your account may have been suspended for one or more of the following reasons:
We received reports or complaints about your account from people on TikTok or other channels.
There are problems with your ad creatives, or qualifications or services provided in your ads.
You made changes to your ad's landing page after launching the campaign.
There is malicious behavior or intent suspected during ad creation.
There is a violation of the TikTok Advertising Guidelines or other standards.
See our Terms and Conditions for a full list of our advertising policies.
How do I lift an account suspension?
To appeal an account suspension, you'll need to create a ticket via Customer Support or Appeal in the Account Info under Avatar.
To do this, there are 2 ways.
Option 1. Access Customer Support to raise a ticket
Log in your TikTok Ads Manager account.
Click the Question Mark on the navigation menu and select Customer Support.
Select Contact Us and click Account Review and Appeals as the issue category.
Choose Suspended Ads Manager Appeal.
Fill in the required details including, Ticket Title and Details.
Click Submit.
Once you submit your ticket, you should receive a reply within two business days of submitting your appeal.
Option 2. Access Account Info to raise a ticket
Click your Avatar on TikTok Ads Manager.
Select Account Info.
Go to Account Setup and click Appeal.
To create a support ticket, follow the directions below based on your scenario
Scenario 1. Scan the QR code and complete the identity verification as is shown in the image below (optional).
Scenario 2. Raise a ticket via Account Review & Appeals as shown in the image below.
Note:
Please submit your appeal ticket here within 180 days after your account has been suspended. After that, your appeal ticket will no longer be reviewed.
In special circumstances, the time period allowed to appeal can be adjusted; please follow the instructions of the specific suspension notice.
We don't recommend creating any new ad accounts while your account suspension appeal ticket is open, as this may impact the review process.
If you would like to close your account after you appeal successfully, please follow the below steps.
To close an account from the Account Setup page on TikTok Ads Manager:
Click your Avatar on TikTok Ads Manager.
Select Account Info.
From the Account module, click Advanced Settings.
Click Close Account and Refund.
From the Confirm Account Deactivation pop-up, click Confirm.
Note: Please be aware that the Account Closure and Refund will be moved to Account Setup under Tools soon.
For more information about our refund policies, refer to Refund Policies.