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Suspension Support

When a client’s TikTok ad account gets suspended, and the advertiser fully complies with TikTok policies, Ecomdy can help by:

  • Raising tickets and submitting direct appeals to the TikTok team (with the necessary documents, materials, and supporting evidence provided by the client).
  • Helping clients recover their remaining balance from suspended ad accounts (from April 2026)

Step 1: Access your ad accounts​

Log in to the Ecomdy platform => Go to "My Ad Accounts" in your dashboard

Sep 2: Check eligibility​

The Refund button will appear next to your ad account only if it meets all of the following conditions:

  • The ad account is suspended
  • The account balance is greater than $0
  • The refund feature has been enabled for your account

If any of these conditions are not met, the Refund button will not be displayed.

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Step 3: Submit a refund request​

  • Click on the Refund button
  • A confirmation popup Refund Ad Account Balance will appear
  • Click Confirm Refund to proceed

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Note: The refund amount cannot be adjusted. The system will automatically refund the full remaining balance of the ad account.

Step 4: After the refund is completed​

Once your request is successfully processed:

  • The remaining balance will be automatically transferred to your Ecomdy Wallet
  • All campaigns in the ad account will be turned off immediately
    Note: You can check your transaction history at Ecomdy Wallet Transaction History

If you need support, please contact our support team via: