We were unable to verify your payment method.

Why it happens

• Payments support refuses to re-enable payments. The message mostly comes by email, in a reply from “Meta Payments Support”. On a screenshot shared in September 2024, it goes on with “we can’t confidently re-enable your payments account at this time”. Meta adds that it looks at spend history, ad characteristics and contradictory account information.
• Activity that Meta finds unusual. In the threads, it often follows a Meta email about unusual activity, then the payment method or the ad account being disabled. The “Add payment method” and “Pay now” buttons stay grayed out: you can neither add a card nor pay the balance.
• Often after a hack. In April 2025, an advertiser had to pay for ads run by a hacker in 2021 to get the account back, but Meta was blocking that very payment.
• The account often ends up disabled. If the screen shows “Ad account disabled” with a payment issue, also see the page on the ad account disabled for a payment.

How to fix it

Meta publishes no procedure for this message. The steps below follow Meta’s help on payments and on disabled accounts:

1. Open Billing & payments, select the ad account, then Payment methods. Note what is blocked (grayed-out buttons, balance due, disabled account) and take screenshots.
2. If you can still edit the card, check it as Meta’s help center asks: online payments enabled, CVV, the phone that receives your bank’s one-time password (OTP, 3D Secure) at hand, expiration date and sufficient funds. As a rule, a payment method can be added to up to 10 ad accounts.
3. Contact support from Business Support Home. Explain what happened (a hack, charges you don’t recognize) and attach a statement of the payment method showing its last 4 digits and the Facebook charges, as the payments support review form in Meta’s help center asks.
4. If the ad account is disabled, follow the “Ad account disabled” page: pay the balance when Meta lets you, then request a review.
5. Keep an ID in the profile’s name at hand: for one advertiser, Meta asked for proof of identity once payments were back.

What worked for other advertisers

On r/FacebookAds, an advertiser stuck with this reply explains how the account came back. It is the only confirmed report, with 1 reply:

1. Send a lot of tickets to support, explaining the hack: the account was reactivated and a payment method could be added to pay for the hacker’s ads, “they reactivated my account and they allowed me to add payment method” (April 2025).
2. After that, a new restriction asked for proof of identity: the driver’s license was refused, so a passport was sent.

What was not enough: explaining the hack the first time. The same advertiser first got this reply several times, with the buttons still grayed out. In September 2024, another one was first told the account and payments were reactivated, which was not true, then received this message with no way to ask for a new review (Shopify Community).

How to avoid it next time

• Turn on two-factor authentication on every profile that manages ads: in the April 2025 case, it all started with a hack.
• Use a payment method in your own name, with billing details that match the account: Meta lists contradictory information among the factors that lead it to cut payments.
• Do not add the same card to many ad accounts: according to Meta’s help center, as a rule, a payment method can be added to up to 10 ad accounts.