Eventbrite Boost Help
  • Eventbrite Boost Table of Contents 👋
  • Open Eventbrite Boost 🚀
  • Facebook Overspend Bug Refund Instructions
  • Getting Started
    • Eventbrite Boost Overview
    • Getting Started with Facebook Ads on Eventbrite Boost
      • How to Create a Business Manager Account
      • How to Create a New Facebook Ad Account
      • How to Request Page Advertiser Access to a Brand
      • How to Set Up a Payment Method for Facebook & Instagram Ads
      • How to Link an Ad Account to Business Manager
      • How to Link an Instagram Account (Instagram Business Profile) to a Facebook Page
      • How to Switch an Instagram Account to an Instagram Business Profile
      • How to Track Results and Sales from Your Ads with Offline Events
      • A Guide To Setting Up Your Own Domain For Custom Conversions
      • How to Create & Manage a Facebook Pixel
        • How to Install Your Facebook Pixel on Eventbrite
      • How to Sync Your Ad Account to Eventbrite Boost
      • Event Boost Facebook & Instagram Ads Overview
  • Eventbrite Ads
    • Create an Eventbrite Ad
  • Facebook & Instagram Ads
    • Eventbrite's Facebook & Instagram Ads for Events
      • How to Promote Your Event on Facebook & Instagram with Eventbrite Boost
      • How To Promote Your Facebook Event With Eventbrite Boost
      • How To Improve Your Event Ad Campaign's Performance
      • How to Make a Multi-Event Ads Campaign
      • How To Improve Your Multi Event Ad Playbook Campaign
      • Multi-Event Ad FAQ
      • Sales Curve Overview
      • Interest Targeting Best Practices
      • Budget and Schedule Best Practices
      • Ad Creative Best Practices
    • Strategies for Specific Events
      • New Year's Events + Troubleshooting FAQ
      • Concerts
      • Food and Beverage Events
      • Comedy
      • Sports
      • Holiday Events (NYE / Halloween / etc.)
      • Endurance
      • Music Festivals
      • Business 2 Business Events
      • Conventions
  • Grow on Instagram
    • Eventbrite's Instagram Growth Playbook
      • How to Create the Instagram Growth Playbook Campaign
      • How to Reduce the Cost Per Follower in your Instagram Growth Campaign
      • How to Create Instagram Stories Ads
      • How to Track the Performance of Your Growth Campaigns
      • Instagram Growth FAQ
  • Troubleshooting
    • Facebook Advertising Troubleshooting
      • How to Appeal a Disapproved Facebook (or Instagram) Ad
      • How to Appeal a Disabled Facebook Ad Account
      • Overlapping Locations Can't Be Used
      • How Long Does It Take for My Ad Campaign to Go Live?
      • Payment Method Missing, Unsettled Account, or Spend Limit Reached
      • Connect to Business Manager to Create This Audience
      • How to Link an Instagram Account (Instagram Business Profile) to a Facebook Page
      • How to Request Facebook Page Advertiser Access to a Brand
      • How to Disable Google Chrome's Heavy Ads Preview Feature
    • Facebook Ad Account FAQs
    • Custom Domain Troubleshooting & FAQ
    • Business Manager Sync Troubleshooting
  • Add to Facebook
    • Facebook Event Overview
    • Add Your Event to FB
    • Facebook Event FAQs
  • Share on LinkedIn
    • Share on LinkedIn Overview
    • Share Your Event on LinkedIn
    • Share on LinkedIn FAQ
    • Scheduling FAQs
  • Send An Email Campaign
    • Email Campaigns Overview
    • How To Create An Email Campaign
    • Email Campaigns FAQ
  • Promo Codes
    • Multi-Event Promo Codes FAQ
  • Account Setup
    • Billing and Subscription FAQs
    • Pricing & Plans
      • How To Make Changes To Your Plan
    • Creating Your Account
      • Managing Integrations
      • Creating Your Team
      • Adding Profiles
  • Growth Tools
    • Smart Links
      • Smart Links For Tours (TourLinks)
        • How to Create a TourLink
      • Smart Links for Events (EventLinks)
        • How to Create an EventLink
      • Smart Links for Podcasts (PodLinks)
        • How to Create a Single Episode Podcast Page
        • How to Create a Multiple Episode Podcast Page
      • Smart Links for Fundraisers (GiveLinks)
        • How to Create a GiveLink
      • Smart Links for Social Media Bios (BigLinks)
        • How to Create a BigLink
      • Smart Links for Livestreams (StreamLinks)
        • How to Create a StreamLink
      • Custom Domains For Smart Links
    • Social Unlocks
      • How to Create a Social Unlock
    • Contests
      • Smart Link Troubleshooting & FAQs
      • How to Create a Contest
  • Other Growth Playbooks
    • Spotify Growth Playbook
      • How to Create the Spotify Growth Playbook Campaign
    • YouTube Growth Playbook
      • How to Create the YouTube Growth Playbook Campaign
  • Event Marketing Playbooks
    • How to Create Your Event Announce Playbook
    • How To Create the Automated Event RSVP Playbook
    • How to Create the GoFundMe Playbook
  • Google Ads
    • Google Ads Overview
    • Event Ticket Seller Certification Application
    • How to Install Your AdWords Pixel on Eventbrite
    • How to Setup a Google Campaign (Individual Events)
    • How to Audit the Performance on Your Google Campaign
  • Advertising and Promotion
    • Campaign Creation Troubleshooting & FAQs
    • Advertising Fundamentals
      • Why You Should Advertise
      • Why Advertising Is an Investment
      • How to Target Your Audience
      • What is Conversion Tracking?
      • What is A/B Testing?
      • What is Budget Optimization?
      • How Is Eventbrite Boost's Advertising Platform Different Than Facebook's?
      • How is Eventbrite Boost's Optimization different from Facebook's Campaign Optimization?
      • Viewing Budget Optimization Insights
      • Advertising Term Glossary
    • Creating Target Audiences
      • How to Save Audience Sets, Add a Set, and Edit Sets
      • How to Save Your Audience
      • How to Target Related Artists Using Spotify
      • Smart Audiences (Beta)
      • How to Target Facebook Interests
      • How to Target Past Eventbrite Purchasers
      • How to Reach all your Facebook + IG fans with One Audience
        • How to Target Facebook Page Engagers
        • How to Target People Who Have Interacted With Facebook Events
        • How to Target Facebook Page Likes
        • How to Target People Who Have Viewed Your Videos on Facebook and Instagram
      • How to Target People Who Have Visited Your Website or Web Pages with Your Facebook Pixel
      • How to Create Lookalike Audiences
      • How to Target Email Subscribers on Facebook
      • Advanced Targeting Walkthrough
    • How To Promote Your Event With Eventbrite Boost
Powered by GitBook
On this page
  • STEP 1: Visit Facebook's Ads Payments Inquiry page.
  • STEP 2: Select the ad account that was charged with the overspend.
  • STEP 3: Select "I have a question about a payment" and choose the payment that corresponds to the ads that ran for the affected campaigns.
  • STEP 4: Select "Process a refund or clear my outstanding balance".
  • STEP 5: Select "An ad spent more than expected" for the refund reason.
  • STEP 6: Enter your refund amount (or the amount that was overspent).
  • STEP 7: In the "Description" field, enter the following:
  • Step 8: Ask Facebook for a CASE ID or unique identifier for your ticket.
  • Step 9: Provide our team with your CASE ID.

Was this helpful?

Facebook Overspend Bug Refund Instructions

If you were affected by the FB ad overspend bug on 3/28/22, please continue reading below to find step by step instructions on requesting a refund from Facebook for errant ad spend.

PreviousEventbrite Boost Table of Contents 👋NextEventbrite Boost Overview

Last updated 3 years ago

Was this helpful?

On the night of 3/27/22, Facebook began returning minimum budgets in an inconsistent format.

As a result, campaign ad set budgets were re-set with inflated budgets, causing all affected campaigns to quickly burn through the total campaign budget before being auto-paused by our system, well before their scheduled end dates.

Here’s what we can do to fix this:

On one end,

On the other end, we recommend that you submit a ticket for your campaigns. We’re including specific instructions below which include the total overspend, total overspend by campaign, campaign ID, and recommended language below.

Note: You’ll need to do this process for each respective ad account that was affected.

Note: We are also doing this on your behalf in a separate ticket with Facebook but want you to file a ticket as well.)

STEP 2: Select the ad account that was charged with the overspend.

If the overspend occurred on multiple ad accounts, you'll need to follow these instructions for each ad account and submit a separate refund request for each one.

STEP 3: Select "I have a question about a payment" and choose the payment that corresponds to the ads that ran for the affected campaigns.

STEP 4: Select "Process a refund or clear my outstanding balance".

STEP 5: Select "An ad spent more than expected" for the refund reason.

STEP 6: Enter your refund amount (or the amount that was overspent).

Desired refund amount:

"<Ad Account> <Refund Amount>

<Ad Account> <Refund Amount>

Etc."

STEP 7: In the "Description" field, enter the following:

“Dear Facebook Team,

My ad campaigns spent well over their intended amount due to a bug referenced in this ticket: https://developers.facebook.com/support/bugs/312169314348474/

Facebook began returning incorrectly-formatted minimum budget values from their marketing API, causing minimum budgets to get set approximately 100 times higher than they should have.

Here are the respective ad campaign IDs and overspend values:

<Campaign ID 1> // <Overspend Value 1>

<Campaign ID 2> // <Overspend Value 2>

etc.

Thank you for your help.”

Step 8: Ask Facebook for a CASE ID or unique identifier for your ticket.

Step 9: Provide our team with your CASE ID.

This will allow us to follow up with Facebook on your behalf for your refund.

Please let us know if you have any questions or run into any issues with your refund request by contacting boost@eventbrite.com. Remedying this unfortunate situation is a top priority and we want to make sure that you reach an acceptable resolution here.

STEP 1: Visit Facebook's page.

Ads Payments Inquiry
we’ve already notified Facebook formally via a developer ticket & through our partner rep to refund your campaign overspend.
We also created this video that walks though these steps as well.