Support Request Types Explained

This article will explain:

• Each support request option available in the portal and how we can help to resolve that query
• The following support request areas:
• • Requesting a new Microsoft advertising account creation
  • Import accounts/campaigns from Google, Facebook or Pinterest
  • Billing and payment 
  • Tracking questions, involving UET and conversion goal set up, troubleshooting and consent mode
  • Account hierarchy or access 
  • Account compromised issues or unknown account change 
  • Account suspensions, ad/keyword disapprovals and advertiser identity verification
  • Ad volume/delivery, audience network or optimisation and performance recommendations
  • Merchant center and store, or product feed 
  • Other queries not covered by the above

Requesting a new Microsoft Advertising account creation

Use this ticket type to request the creation of a new Microsoft Advertising account, which is raised with the Microsoft team to action.

• You can create new accounts yourself in Microsoft, or submit a ticket through the Portal for the Microsoft team to create. If you submit a ticket through the Portal, you will be asked to fill out a downloadable form with the business and account details
• You can determine whether you would like a new manager and child account together (standard set up) or whether you would like this new child account to be underneath an existing manager account. New standalone manager accounts can also be requested for the purpose of reorganising advertising accounts.
• Creating accounts through Microsoft can sometimes lead to fewer setup issues such as account suspensions, however all new accounts are subject to the same checks and reviews
• It’s important to note that creation times can be longer through Microsoft than actioning yourself, therefore if you are under a tight time constraint it could be better to create the account yourself through the Microsoft Advertising UI

Import accounts/campaigns 

This ticket type is for when you need support creating or editing account/campaign imports, or have any queries on the specific elements of an import.

• If you want to duplicate campaigns that are set up in Google, Facebook or Pinterest, imports are a more convenient and quicker way to create campaigns
• Although Microsoft and Google are similar, there are differences in targeted locations, tracking parameters, audience networks, exclusive targeting options and in some campaign/ad types
• You can schedule an import as a one-off or on a regular specified basis if you regularly update campaigns in Google and want to ensure those changes are reflected in Microsoft
• If you have any queries on importing accounts, or are having issues/errors when importing then please submit a support request for us to review and advise

Billing and payment queries

Use this ticket type for any queries involving billing and payments in advertising accounts, either at the manager or child account level.

• You can raise support queries through this request type for any questions relating to:
• • Changing who is responsible for billing on an account (the bill-to customer)
  • Querying invoices or payments
  • Payments made in error
• For monthly invoicing applications, please apply through the Microsoft Advertising UI and raise a ticket if you encounter issues in the process

Tracking queries

Use this ticket type when you need support involving UET and conversion goal set up, troubleshooting when tracking isn’t working, or consent mode on Microsoft.

• We can check tracking set up and provide advice if your conversion goals/variable revenue is not being recorded correctly. Please ensure you give as many details as possible on the website/tracking set up you have in place and third party tools you use
• We can provide documentation on how to implement consent mode and review whether this has been configured correctly
• We escalate queries to the Microsoft team who review the set up using backend data and provide the feedback and resources for you to address any issues that are found 
• With both consent mode and UET tracking we can not implement for you - we can advise and provide resources however it is the responsibility of the Partner to implement and configure

Account access or hierarchy

Use this ticket type when you need support gaining access to accounts, have queries on user access levels, or issues with the hierarchy of the account or manager 

• If you don’t have the right access level and other team members are unable to change this for you in the UI, we can support you in gaining the appropriate access. Please supply the required users name and email address when raising requests
• If you need support in adding new users or changing the primary contact, we can provide instruction and documentation on how you can do that yourself in the platform
• For queries about the account hierarchy or how to reparent an account to a new manager (for example in instances of issues with billing visibility or sharing of tracking across accounts) we can advise on the current set up and how to resolve your query with Microsoft’s support

Compromised accounts or unknown account changes

This ticket type is for any issues with ‘bad actors’ or unknown users gaining access to an account, suspected fraudulent activity, or unknown campaign changes.

• If an account is compromised or someone is fraudulently accessing the account, please raise a support ticket as soon as possible to limit erroneous activity and spend
• We ask that you revoke access to the unknown users, remove any fraudulent content including campaigns, ad copy and keyword, and implement 2 factor authorisation to protect the account from further fraudulent activity
• Once these steps have been taken we can ask Microsoft to rehabilitate the account and request a refund for any fraudulent spend; please specify the untoward activity so refunds can be calculated 
• If there are any unknown changes you want to query, we recommend first reviewing the Change History in your account before raising a support ticket

Account suspensions and ad/keyword disapprovals

Use this ticket type when you have suspensions at the manager or child account level, or you have ad, asset or keyword disapprovals.

• It’s important to first ensure you are compliant with the policy cited in your suspension or disapproval - changes should be made to disapproved elements to become compliant before any disapprovals are appealed
• There are also sometimes immediate suspensions for new accounts due to policy violations in linked or associated accounts. These suspensions are often overturned by raising a support ticket so we can lodge an appeal with Microsoft on your behalf
• Due to the potential ‘contagious’ nature of account suspensions, we recommend any high-risk accounts are contained within their own Manager account to avoid further disruption where possible
• For disapprovals, if you believe you are compliant with the relevant restricted content, you can either appeal yourself in the Microsoft UI or submit a support ticket through us so we can raise this with the Microsoft team. Please include the keyword or ad IDs when submitting a ticket to us to ensure the team can identify and review the correct content

Advertiser Identity Verification (AIV)

Use this ticket type if you are having issues with advertiser identity verification. Most new accounts will have 30 days to complete the AIV process and existing accounts will receive an email from Microsoft Advertising when AIV is required.

• To complete AIV, you will need to upload both website and business documents to confirm the business identity. Once you have uploaded these documents in the Microsoft Advertising platform, you will either have verification approved or rejected if your identity cannot be confirmed. 
• On occasion, even valid AIV documentation will be rejected upon upload. If this happens, please exhaust all 3 attempts to upload your documentation through your Microsoft account before raising a support ticket, attaching your documents. We will then arrange upload from Microsoft’s side to ensure AIV can be completed. 
• It’s important to ensure you are verified as soon as possible to avoid any disruptions in ads serving

Campaign delivery and performance

This ticket type is for when you have queries relating to traffic volumes, delivery issues, the audience network, or campaign performance.

• Issues raised through this ticket type will first be investigated by the Support team to identify causes for delivery or performance disruptions. We may share documentation or advise to troubleshoot the problem yourself within your campaigns. 
• If we can’t identify the cause of the issue after reviewing the campaigns and configurations, we will escalate the query to Microsoft to review and advise

Merchant Center and product feed 

Use this ticket type for any queries relating to the Merchant Center, the store or the product feed.

• The Merchant Center, store and product feed all relate to showing Product ads on Microsoft Advertising through Shopping campaigns, feed-based Audience campaigns, or in Performance Max
• If you already have these elements in Google, you can import them into Microsoft for a quicker set up
• Store rejections, aggregator accounts, and product feed disapprovals can all be addressed through support queries. Please ensure you include all relevant details, such as the related store name, product feed title or product IDs

Other queries

This ticket type is for queries that fall outside the defined support categories and require general assistance.

• We would encourage you to review the options and submit a ticket into the most relevant category from the options we have provided to ensure your query is routed as efficiently as possible
• If your query isn’t relevant to any of the provided categories then please raise your query under the ‘Other’ category 
• Please note that we are only able to provide support for queries pertaining to Microsoft Advertising. Due to the structure of the Microsoft teams, we’re not able to provide support on broader Microsoft products such as Bing Maps business listings, Microsoft 365 logins, or broader Microsoft issues.

Related Articles

You may also find these related articles helpful:

• What's new in CPP V2
• How to Raise a Support Request
• How to create a new Microsoft Account
• Resource Types Available in the Portal