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Advertiser verification failure

Anonymous
2023-04-24T17:13:17+00:00

Microsoft community,

My organization (an agency) twice attempted to verify a client account's identity. We provided the needed documentation for the account verifying their identity and provided proof of domain ownership. Both attempts have failed, with no explanation as to the reason for failure. The client account is paused/on Hold as a result.

At this point, there is a notification that we must contact Support in order to re-apply for verification. On our last attempt to contact Support, we were informed that the verification is actually not needed for this account, but that the Hold remains. So, the account failed (twice) for identity verification, which Support now claims is not needed.

I am taking to posting here on this forum in hopes of finding a real human at Microsoft who can help resolve these issues as the automated chat support is extremely unhelpful.

I have an open ticket with Support that I can provide.

Thank you

Microsoft Advertising | Advertiser identity verification | Verify as a business

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2023-04-24T20:33:55+00:00

    Hi d.shaw919,

    Thanks for letting us know about your situation.

    I appreciate you taking the time to explain how your agency submitted the necessary documents to establish your client’s legal identity and getting multiple failed requests. I’d be happy to give you my best advice and help you move forward.

    For me to assist with verification process and to lift temporary hold kindly check your Private Message. In the meantime, to give you more information about the verification program Please see the list below.

    Understanding the identity verification process ****

    Anytime Microsoft Advertising requires advertiser identity verification, you'll receive an email request and an in-product notification for one or more of your accounts. The request will contain verification instructions. You'll need to complete the instructions within 30 days, or else your account may be paused and your ads will stop showing. In this event, as soon as your identity verification is complete, we'll enable your account, at which time your ads will begin showing again.

    Please note that our review process may take 3-5 business days. We may pause your account if you fail the verification. To appeal a decision, please contact Support. For more information on verification status, please see Identity verification status.

    • Only a Super Admin owner of the account can apply for verification. As of now, agencies cannot complete verification on behalf of an account owner.
    • You are only required to complete identity verification for the Microsoft Advertising accounts that we notify you about. You can't opt-in other accounts for identity verification.
    • You can currently apply for verification for one account at a time. We don't currently support verification of multiple accounts in parallel, except if another account that you own shares the same business location. In this case, it will be automatically verified as well.

    Thanks again for taking the time to talk to us! We always appreciate feedback and suggestions.

    Look forward to your response.

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

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