One owner
One person leads each incident.
Home / Services
Account recovery SOP template for agencies.
When a lockout happens, nobody should be inventing the process. Here is a plain procedure to adapt.
An account recovery SOP for an agency sets one owner per incident, a fixed intake list, a handoff step to the partner, a client update rhythm and a close-out checklist. It does not promise outcomes. Copy the structure below and adjust names and tools to your team.
Fixed steps
Same steps every time.
No promises
The SOP states that the platform decides.
Last updated: November 2026
Purpose and scope
This procedure covers disabled, suspended, locked or hacked social and ad accounts managed for clients. It sets who does what from the first report to the close-out. It does not cover legal disputes or payment disputes.
Roles
| Role | Responsibility |
|---|---|
| Incident owner | Leads the matter, talks to the client, sends details to the partner |
| Account manager | Keeps the wider client relationship informed |
| Media buyer or content lead | Pauses campaigns and scheduled posts |
| Partner | Prepares and files the request, reports back to the incident owner only |
Steps
- Log the report and name an incident owner.
- Pause scheduled posts and ads that depend on the account.
- Collect the details using the intake checklist.
- Send the details to the partner.
- Send the first client update using the templates.
- Update the client at each step.
- On decision, tell the client and agree next steps.
- Close the matter and run the prevention review.
Rules
- No passwords or codes are requested or stored.
- No new accounts are opened to avoid a restriction.
- No promises about outcomes or dates.
- No third party is told about the matter without the client’s go-ahead.
Close-out checklist
- The log shows each step with dates.
- Notice screenshots are stored in the matter folder and deleted at the set time.
- Admins, recovery email and two-factor status were reviewed.
- The client received the prevention checklist.
Use the prevention checklist for the last step.
Questions people also ask (2026)
Where is the appeal in Accounts Center?
If you can still log in, open Settings, then Accounts Center, then Account status, and pick the account. If you cannot log in, the login screen usually shows the notice with a button to disagree or request a review. Menu names change between app versions, so match the wording on your screen.
How long does an appeal take?
Meta does not commit to a timeline. Waits vary widely, and identity checks can add to them. The appeal window shown on a disable notice is usually about 180 days, so note the date on yours.
Is there anywhere to go after a final no?
In the EU, Appeals Centre Europe can review Facebook and Instagram account decisions. It is free and non-binding, and Meta’s internal appeal must be finished first. Outside the EU there is no equivalent body for account decisions.
CLIENTS
What clients say
Transcript
Hey everybody, I just wanted to share my experience real quick with Unbanz. My Facebook ad account, you know, was disabled, I couldn't run any ads. Contacted these guys, they really helped me out, got everything back up and running, everything's working fine now. Really, really happy with the service.
Transcript
Yo, I needed an Instagram username but it was a dead profile. Unbanz really helped me with it. It took like 5 days and it was very quick so if you need an username hit them up.
Transcript
So, I run a management agency and I've been working with Unbanz for the last 3 months now. They're handling all the bans and unbans, username claims for my clients, taking down accounts, photos, so if you need help with Facebook or Instagram related, hit them up.
Transcript
Hey, my Facebook ad account was restricted and I was unable to run ads. ChatGPT recommended me Unbanz and they got it back within a week. If you need help with your ad accounts, hit them up.
Transcript
My name on Instagram was taken by some random inactive account, so I couldn't use it. Unbanz claimed it within a week, so if you need help with usernames, they're highly recommended.
QUICK ANSWERS
Good to know.
Why have an SOP?
It removes guesswork during a stressful moment and makes handoffs consistent.
Who should be the incident owner?
Usually the account manager or the person who knows the client best.
Does the SOP need legal review?
Have your own lawyer look at any client-facing wording.
Can I add more steps?
Yes. Keep the rules section the same.
Where does the partner fit?
The partner only talks to the incident owner and never to the client.
Tell us what you need.
SERVICE FEES
Published fees.
$800 is one disabled, suspended or hacked Instagram account. $900 is one disabled, suspended or hacked Facebook profile and does not include Marketplace. $600 is one Facebook Page recovery (lost admin access, or a Page held by another Business Portfolio). $800 is one Facebook Marketplace case. $1,200 is one Instagram or Facebook ad account restriction. $1,500 is one Meta Business Portfolio case. An Instagram username claim is a flat $1,200 per handle, including handles held by banned or inactive accounts. $800 is one locked or banned Snapchat account. $900 is one banned TikTok account. $1,200 is one terminated YouTube channel. Every fee is paid upfront by card, with a 100% refund if the case fails. The platform decides the outcome.