Request for Microsoft Intervention Regarding Frozen Advertising Account Balance Due to Agency Issue

Sylvia 0 Reputation points
2026-08-07T10:55:20.6933333+00:00

We are a Microsoft Advertising customer using Bing Ads in China through an authorized local agency. Recently, due to issues with this agency, all advertising accounts funded through this agency have been suspended.

The problem is that the remaining balance in our Microsoft Advertising account is currently unavailable — we cannot use the funds for advertising, nor can we withdraw or recover the balance. When we contacted Microsoft online support, we were informed that we could only resolve this issue through the agency.

However, we believe this solution is unreasonable. The account restriction was imposed by Microsoft, and the agency involved has already shown serious credibility issues and may even be at risk of shutting down. As the platform provider, shouldn't Microsoft investigate the situation and provide a proper resolution for affected customers?

The funds in our advertising account were deposited for Microsoft Advertising services. They should not remain permanently frozen simply because of a third-party agency problem. Customers who paid for advertising services should have a clear and reliable way to recover or use their legitimate account balance.

We would like to request Microsoft’s assistance with the following:

  1. Investigate the situation regarding the affected agency and related suspended accounts.
  2. Provide a solution for customers to access, transfer, or refund the remaining account balance.
  3. Provide an official contact channel (email or escalation path) where affected customers can submit complaints and receive further support.

We hope Microsoft can take responsibility for protecting customer interests and provide a fair resolution instead of directing customers back to an agency that may no longer be able to provide support.

We look forward to receiving your feedback and a clear solution.

Thank you.

Microsoft Advertising | Accounts, profiles, and login | Agency account management
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  1. MS Advertising - Dagmara 640 Reputation points Microsoft External Staff Moderator
    2026-08-07T12:10:35.1933333+00:00

    Hello Sylvia,

    Thank you for using our Microsoft Advertising Learn Q&A Platform! 

    Thank you for taking the time to explain your situation in such detail. I understand how concerning and frustrating this must be, especially when you are unable to access funds that remain in your advertising account. I appreciate the impact this has on your business and understand your desire to obtain a clear resolution.

    After reviewing your inquiry, we must respectfully advise that we are unable to intervene directly in this matter. Because your Microsoft Advertising account is managed through a partner agency that handles advertising activities in China, we are unable to make changes to the account, restore access, transfer ownership, or process refund requests. In accordance with our support processes, these matters must be handled through the designated partner agency managing the account.

    Regarding your request for a refund or recovery of the remaining account balance, your partner agency is the appropriate point of contact and is responsible for reviewing and addressing such requests. As the account is managed under the agency relationship, Microsoft Advertising Support does not have the ability to modify the account or process financial adjustments on your behalf.

    We understand your concerns regarding the agency's ability to assist and recognize that this may not be the outcome you were hoping for. However, our support team is unable to provide additional information, alternative escalation channels, or account-specific actions outside of the established partner support framework.

    We therefore recommend that you continue coordinating directly with your partner agency and submit your request through the designated partner support channel:
    https://about.ads.microsoft.com/zh/partner-directory

     

    We sincerely apologize for any disappointment or inconvenience this may cause and appreciate your understanding. Thank you for your patience and for using Microsoft Advertising.

    Kind regards, 

    Dagmara | Microsoft Advertising Specialist | 800-518-5689

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