Agency playbook: client account hacked

Steps

1. Client secures email.
2. Review admins.
3. Report the hack.

Step 1: the route, in order

Work through the steps below in order. Skipping ahead usually costs time.

1. Confirm which Business Portfolio owns the client's assets.
2. Have the client secure their own login and email.
3. Use partner access for your agency; avoid shared logins.
4. Request reviews from the level that is restricted, in order: profile, portfolio, ad account.
5. Keep a written log of what was done and when.
6. Check whether your agency's own portfolio or people are restricted, since that can block every client you manage.
7. Ask the client to add a second admin they trust, so one blocked profile does not lock the business.

Step 2: proof to gather

• A short timeline of when the restriction appeared and which campaigns were running.
• Client authorisation to act on the account.
• Your agency's own Business Portfolio ID, if you are listed as a partner.
• Screenshots of Account Quality.
• The client's business registration and website, matching the portfolio details.
• Portfolio and ad account IDs.

Step 3: what to write

• Keep wording factual and consistent across assets.
• Reports go in the client's name unless your agency owns the asset.
• Describe the business and the ads in plain terms, not marketing language.
• Mention any recent changes: a new domain, new payment method, new admins or a sudden budget increase.

Common mistakes

• Promising the client a result or a date; the platform decides.
• Removing the client as admin to 'simplify' the review.
• Moving client ads to new accounts while restrictions are open.
• Running the same rejected ad on another client's account.
• Using one card across many client accounts.

Step 4: after submitting

• Share updates with the client in plain terms.
• Review payment methods and remove cards no longer used.
• Once restored, review admins and partners.
• Keep a record of each request ID and decision.
• Document a standard intake for the next time a client account is hit.

Step 5: if you are stuck

• Your agency's own access is restricted.
• The client has lost all admin access.
• Several client accounts are restricted at once.
• The client's portfolio needs business verification you cannot complete for them.

What to send

• Your username or profile link.
• A screenshot of the notice or error, with the date visible.
• Which email or phone is on the account (just which one, never a code).
• What happened before it started, in a few lines.

Please do not send passwords, login codes, card numbers or access tokens.

How it works with Acctfix

1. Message us on WhatsApp or email with the username and a screenshot of the notice.
2. We tell you honestly whether this is something we can help with. Terms are agreed with you before any work starts.
3. We prepare the appeal and the supporting details, to go through the platform’s own channels.
4. We stay in touch while you wait. The platform makes the final decision, and nobody can promise the outcome.

About Acctfix

Acctfix is an independent account recovery service. We help with hacked, disabled, suspended and locked accounts on Instagram, Facebook, TikTok, Snapchat and Threads, Meta ad accounts and Business Manager, username claims, impersonation reports and agency work. Contact: WhatsApp +1 934 201 2490 or team@unbanz.com. Independent service. Not affiliated with Meta.