How Popsixle can support you in recovering from an account hack
Hacks happen - and they can be a real disruption to your Facebook account and ad performance. However, Popsixle is here to help you recover and get back on track. This article outlines the steps to take and the support provided by Popsixle after a hack.
Contact our team immediately so we can support you
- If you discover a hack on your account, first contact Facebook to secure it. Be advised that ad Facebook investigates the hack your account may be restricted with ad spend for 7-10 days.
- Then reach out to our team via success@popsixle.com to notify us about the hack and if you plan to disconnect Popsixle or revoke any permissions to Meta ad accounts or pixel etc.
- For Popsixle customers not supported with the Popsixle App in Shopify: Make sure to let us know if you need to temporarily revoke your pixel/ ad account’s partner access while you work through the hack. If Popsixle is still turned on when pixel access is revoked, it can cause system errors. We have an alert system in place for this purpose, but we appreciate your upfront communication so there’s no delay in your support.
Getting back on track with ad spend/performance
If you revoked Popsixle's access to your ad accounts or needed to create new accounts as a result of the hack, we’ll need you to update access:
- For customers using the Popsixle App in Shopify, follow the steps in these guides to link & share access to a Meta ad account:
- For non-Shopify customers: follow these guides for sharing Meta pixel/dataset and ad account access so we can ensure Popsixle support is reconnected.
Note that if you need to create accounts, there will be a period of adjustment:
- New pixel - it takes about 1,000 processed purchases for Popsixle to fully ramp up with a new pixel
- New ad account - be advised that if the ad account is new, we won’t have historic data to compare to with our Pre-Post reporting, but our team can support you in measuring performance
If your account is hacked while testing a Popsixle free trial
If you need to disconnect Popsixle during your trial because of a hack, we’ll ensure you’re able to experience a full length pilot once you resume support.
While pilot results during a post-hack period won’t be an accurate reflection of your site’s typical performance, having Popixle on your site during a hack recovery can be one of the best ways to ensure re-growth is strong, stable, and likely faster than before.
With Popsixle, your account will not only have 100% data restoration from the start, but also the benefit of tools to measure reporting accuracy:
- As your business grows, you’ll have the confidence that Facebook Ads Manager is showing real purchases, not phantom performance as a result of data modeling.
- Not only does this make for a strong foundation that will lead to stable incremental growth, it will allow you to make empowered decisions for your business. Your return won’t be just a comeback, but a launchpad for scale.
If once performance is ramped-up you’d like to test the efficacy of Popsixle, you can always turn it off and monitor performance changes. This can come at some risk to your performance, so please make sure to notify our team that you’ll be testing a shut-off. We'll check in after 1-2 weeks with a comparison report and support you with turning Popsixle back on when you’re ready
Summary
Account hacks can be a headache, but it doesn’t have to cause havoc: with Popsixle you’ll have the support you need to make a smart recovery, get back on track with ad performance, and be even better than before.
If you're dealing with an account hack or have any questions about Popsixle support, reach out to our team at success@popsixle.com.