Calm and short
Long messages sound like panic.
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How to tell a client their account is disabled.
Bad news lands better when it is short, calm and clear about what happens next. Here are the words.
When a client’s account is disabled, tell them three things: what happened, what you are doing and what you cannot promise. Keep it short and calm, ask for the notice screenshot, and warn them not to try random logins. Never promise a result, because the platform decides.
Next step first
Lead with what you are doing.
No promises
The platform decides, and your message should say so.
Last updated: November 2026
A three-part script
- What happened: the account is disabled or restricted, and the platform sent a notice.
- What you are doing: starting the official recovery process and gathering the details.
- What you cannot promise: the platform decides, and you will report each step.
Message one: first reply
First reply
I have seen the notice. I am starting the recovery process today. Please send a screenshot of the notice and the date it appeared. Do not try different logins and do not share any codes with anyone. I will update you as soon as I have news. The platform makes the final decision, so I cannot promise an outcome.
Message two: when the client is panicking
Panicking client
I understand this is stressful. Nothing is lost yet. The best thing you can do is wait and avoid new login attempts, which can make things harder. I will handle the process and keep you updated. I cannot promise how it ends, but I will tell you everything I learn.
Message three: bad news
When the platform says no
The platform has given its decision and it has not been restored. That decision is final for this request. I am sorry. Here is what we can do next: set up a new account properly, move your content to other channels and make sure this does not happen again.
Words to avoid
- “Definitely”, “for sure” or any promise about the result.
- “This is guaranteed.”
- “It will be back by Friday.”
- Blaming the client for what happened before you know the cause.
More templates are in the status update templates.
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.
What should I say first to a client with a disabled account?
Tell them what you are doing, ask for the screenshot and date, and tell them not to try random logins or share codes.
Should I give the client a timeframe?
No. The platform decides the timing and the result, so any date you give may be wrong.
How do I deliver bad news?
Be direct, say the decision is final for that request, and offer clear next steps.
Do I tell the client a partner is involved?
That is your choice. If the client asks directly, answer honestly.
Can I copy these templates?
Yes. Change the wording to sound like you.