'Meta suspended our accounts and we don't know why'

Two business owners whose social media accounts were suspended by Meta say they have not been given a clear explanation and have struggled to appeal against the decision.

Both Sanctum Tattoo Studio and Pretty Pigment in Nottingham had their content branded "misleading, fraud or scam" by Meta's artificial intelligence systems, which then made their accounts inaccessible by their customers.

Neither can understand why their posts were flagged and say they have struggled to have the bans overturned due to Meta's automated appeal process.

Meta has been contacted by the BBC for a comment.

Honour Cann opened Sanctum Tattoo Studio at the Victoria Embankment with her partner Jason in August 2019 and set up Facebook and Instagram accounts for the business, which had more than 4,000 followers.

Honour, 30, tried to post a picture of her work on Facebook on 6 March, but received a message which said the account had been suspended.

She then tried to log into Instagram, but said the same suspension message appeared.

The couple are still unable to access their accounts and Jason has submitted an appeal via Meta's automated system, but has had no response so far.

"It's so scary and unsettling," Honour said. "It's like you panic, you think the worst.

"We've lost everything. All the content we've worked on the last six years, our followers and clients, bookings and all of the artwork we've poured our hearts into for hours and hours."

Honour added: "We are booked out for five or six weeks, but after that who knows?

"It's taking over every thought and it's really quite painful."

The tattoo artist now plans to set up her own website and booking system so her business is less reliant on social media.

She added: "I don't want other people to fall into the trap of pinning their whole livelihood on a system that can switch you off overnight."

Charmaine Shinner, who runs semi-permanent make up business Pretty Pigment, from her home studio in Wilford was unable to access her Facebook account for a week after she posted a picture of a pair of eyebrows she had tattooed on 7 March.

She said she had captioned the image "blade and shade for this beauty", and a message popped up two minutes later which said her account had been suspended due to fraudulent or misleading content.

"There were no needles in it and no blood, just a very innocent picture," Charmaine said. "So what on earth has been flagged, I do not know."

Pretty Pigment's Facebook page had 230 five star reviews and more than 5,000 followers.

"That's all absolutely priceless," Charmaine said. "I nearly lost everything I'd built. I couldn't sleep and was having nosebleeds from the stress.

"Most of our clients come from social media so I was worried about the future."

Charmaine appealed against the suspension repeatedly and her account was reactivated on 14 March.

She said she also wants to rely on social media less for marketing and called for Meta to provide a better service to businesses trying to overturn bans.

"I didn't know what to do," Charmaine added. "There was no human to help over the phone or keep me updated on how long the suspension might last.

"Communication must be much better as I had no idea when I would get the account back.

"I am still frightened to post in case something like this happens again."

Business coach and PR adviser Rhea Freeman said such suspensions can have a significant impact on businesses.

She said: "Social media is an incredible marking tool for small businesses, but this is a reminder that we don't own it.

"You need to develop your own assets like a website and mailing list so you are prepared if something like this happens."

Meta has been approached for comment.

Additional reporting by Miya Chahal

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