Meta Business Partner Support Project

The Challenge

Mayfair Gems, a luxury jewellery brand, faced a setback when their Meta Ads account was disabled, halting all paid advertising activity. Upon investigation, it was discovered that:

The Instagram account was not properly connected to their Facebook Page or Business Manager.

Duplicate Business Managers had been accidentally created and were causing ownership conflicts and system confusion within Meta.

These misconfigurations ultimately led to the ad account being blocked, preventing Mayfair Gems from running any campaigns.

Without access to advertising tools, the brand’s online visibility and lead generation came to a standstill, directly impacting sales.

Industry

Luxury Jewellery

Services:

Meta Business Recovery & Account Optimisation

The Solution

OnBrand stepped in with a clear plan:

Issue Identification

OnBrand conducted a full audit of Mayfair Gems’ Meta setup and quickly identified multiple ownership and connection conflicts between Business Managers, Pages, and Instagram accounts.

Business Manager Alignment

Consolidated the duplicate Business Managers.

Established the correct ownership structure to ensure transparency and control.

Properly connected the Instagram account with the Facebook Page and the verified Business Manager.

Partner Escalation and Account Review

Leveraged OnBrand’s Meta Business Partner channels to escalate the issue directly with Meta’s internal team.

Submitted detailed documentation and account evidence to request a full ad account review and reinstatement.

Collaborated closely with Meta’s specialists until the ad account block was lifted.

The Result

Within days, OnBrand successfully:

Restored Mayfair Gems’ Ads Manager access.

Resolved all duplicate Business Manager conflicts.

Connected the Instagram account properly to ensure seamless cross-platform campaigns.

Enabled the brand to resume advertising activity safely and efficiently.

With their Meta infrastructure correctly configured and secured, Mayfair Gems can now focus on running high-performing ad campaigns with full confidence and stability.

Key Takeaway

Business Manager misconfigurations and duplicate ownership structures are common issues that can trigger Meta ad account restrictions.

By partnering with OnBrand, a certified Meta Business Partner, businesses gain:

Direct escalation to Meta’s internal support teams.

Expert troubleshooting of account and access conflicts.

Reliable recovery and long-term account protection.

OnBrand doesn’t just fix Meta account issues we future-proof your advertising infrastructure.

“Absolutely amazing service from OnBrand. They solved a serious issue for us far quicker and more effectively that we expected (after others failed). Totally exceeded expectations. I am so glad I found OnBrand. They have incredible expertise and are super-efficient. I would highly recommend them to anyone. Special thanks to Prajith and Sarah who have been just fantastic!”

Arya Marafie | Managing Director - Mayfair Gems