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OXWELL - COMPLETE FAQ

1. General Information & Company Overview

Q: Who is Oxwell? A: Oxwell is a digital marketing agency that provides agency ad accounts on all major platforms (Facebook, TikTok, Google, and more), empowering businesses to scale faster. The team has managed over $300M in ad spend in the past two years.
 
Q: What platforms does Oxwell support? A: Oxwell offers accounts for:
  • Meta/Facebook
  • Google
  • TikTok
  • Snapchat
  • NewsBreak
  • Taboola
  • MGID
Q: What makes Oxwell different from other agencies? 
  • Expert problem-solving for scaling roadblocks and banned accounts
  • Continuous funding for uninterrupted scaling
  • Unlimited accounts with no spend limits or restrictions
  • 24/7 dedicated support
  • In-house owned and operated ad accounts (Internal) plus external supplier accounts

2. Products & Pricing

Product Overview:

Q: What products does Oxwell  offer? What are the prices Oxwell charges? What are the memberships? A: Oxwell offers 3 core memberships:
 
 
Tier

 

 
Monthly Fee

 

 
Ad Spend Fees
Starter
$149/mo

 

 
+ Adspend fees (Meta: 5%, Google: 4%, TikTok: 2%, Bing: 2%, MGID: 2%, Newsbreak: 2%)

 
Growth

 
$249/mo

 

 
+ Adspend fees (Meta: 4%, Google: 3%, TikTok: 1%, Bing: 1%, MGID: 1%, Newsbreak: 1%)
Enterprise

 
Custom enterprise membership
Custom spend fees (negotiated)
Annual or quarterly commitments

Choosing the Right Tier

  • Choose Starter if: You're testing campaigns or spending under $50K/month
  • Choose Growth if: You're scaling and want lower fees on $50K-$100K spend
  • Choose Enterprise if: You need custom solutions, white-glove service, or spend over $50K/month

Special Offers & Discounts

Available Discounts:

  • Volume Discounts: Available for Enterprise tier
  • Annual Prepayment: Contact your Account Manager
  • Referral Credits: Earn credits through our referral program
  • First Month Promotions: Occasionally available for new clients

VIP/Custom Pricing:

For high-volume advertisers or special circumstances, we offer:
  • Negotiated rates
  • Waived membership fees
  • Custom payment terms
  • Priority support and account allocation
To qualify for custom pricing, you typically need:
  • Consistent monthly spend over $100K
  • Clean compliance history
  • Long-term commitment

Billing & Payment Terms

Accepted Payment Methods:

  • ACH (preferred for US clients)
  • Wire transfers
  • SWIFT/International transfers
  • USDT cryptocurrency (+2% conversion fee)

Refund Policy:

  • Unused wallet funds fully refundable
  • Ad spend fees are non-refundable once spent
  • Asset purchase fees are non-refundable after 48-hour warranty

Upgrade Process:

  1. Contact your Account Manager
  2. Discuss new requirements and tier benefits
  3. Pay prorated difference for current month
  4. Access new features immediately

Downgrade Process:

  1. Contact your Account Manager before next billing cycle
  2. Complete current month at existing tier
  3. Downgrade takes effect at next renewal
  4. Ensure spend limits align with new tier
Q: Are there setup fees? A: No, there are no hidden setup or onboarding fees.
 
Q: Can I pause my membership? A: Yes, memberships can be paused and resumed without losing your account history.
 
Q: What happens if I exceed my tier's spend capacity? A: You'll be notified to upgrade. Temporary overages may be allowed with approval.
 
Q: Are platform fees charged on top of membership fees? A: For Leadgen, yes. For Ecom, no additional ad spend fees are charged.
 
Q: Can I switch between Leadgen and Ecom products? A: Yes, but it requires closing one membership and opening another. Contact your Account Manager for seamless transition.
 
Q: What are the required steps to get started with Oxwell A: The Quick Start Guide includes:
  1. Activate your Membership (subscribe to your chosen tier)
  2. Fund your Oxwell Wallet
  3. Request your ad accounts via the app
  4. Top up your ad account
Q: How long does it take for a new ad account to be created and shared? A: Account creation timelines vary by membership tier and platform. Contact your dedicated Account Manager for specific timelines for your situation.
 
Q: What information is required to create a new ad account? A: You need to provide:
  • Business Manager (BM) ID
  • Timezone for the account
  • Website/Landing Page URL
  • Creatives + Copy
  • Offer Type (must be White Hat/Clean only)
  • Screenshot confirming BM is Verified (for certain account types)
Q: What type of Facebook/Meta accounts does Oxwell provide? A: Oxwell provides Facebook Platinum HIVA tier accounts. These are the highest tier Meta offers, providing higher trust scores and better metrics compared to Bronze/Silver tier accounts.
 
Q: What is the difference between "Internal" and "External" ad accounts? A:
  • Internal Ad Accounts: In-house ad accounts owned and operated directly by Oxwell. These accounts are only available for White Hat offers.
  • External Ad Accounts: Accounts sourced from supplier networks.
Q: Are Oxwell's ad accounts locked to specific assets? A: Most account types are not locked to any assets you own. However, your Business Manager (BM) must be verified and have 2FA enabled for all users.
 
Q: How do I fund my Oxwell Wallet? A: You can fund your wallet through:
  • ACH
  • Bank Wire/Fedwire
  • SWIFT/Wise transfers
  • USDT (Cryptocurrency) - TRC20 or ERC20 networks (with 2% conversion fee)
Q: What is the minimum amount to fund my wallet? A:
  • Minimum: $500
  • Recommended: $1,000
Q: What is the USDT/crypto conversion fee? A: There is a 2% conversion fee from USDT to USD. This applies to all crypto options.
 
Q: How long does it take for funds to appear in my wallet? A:
  • ACH: 12-24 hours if sent on weekday mornings EST; 1-3 business days standard
  • Fedwire: Faster than ACH/SWIFT when time is critical
  • SWIFT: 1-3 business days typically
  • USDT: 1-5 hours
  • Wise.com (ACH): Often the fastest option
Q: What is the minimum top-up amount for ad accounts? A: The minimum top-up to ad accounts is $100.
 
Q: How quickly are ad account top-ups processed? A: Once funds are in your wallet, top-ups are typically completed in 30 minutes to a few hours during business hours.
 
Q: Can I transfer funds between my ad accounts? A: Yes, request a transfer via the app or contact support. The team will process fund movements back to your wallet so it can be used to topup a different ad account.
 
Q: How do I get my funds back from a disabled account? A: If an account is disabled and you have funds remaining, request to move the funds back to your Oxwell wallet through the app. The team will process the manual refund. If disabled accounts don't appear in the standard panel, contact support directly.
 
Q: What happens if my transfer is delayed? A: If a bank transfer takes longer than expected, provide the MT103 form or UETR number from your bank to help the Finance team track the funds.
 
Q: How do I get invoices for my deposits and ad spend? A: Invoices can be requested and will be sent to your specified email address. For tax purposes, you can request that your company's VAT/Tax ID be included on all invoices.
 
Q: What types of offers does Oxwell accept? A: Oxwell accepts White Hat/Clean offers ONLY. Black Hat offers are NOT accepted.
 
Q: What are the critical compliance requirements for landing pages? A: Your landing page must:
  • Be fully functional (fast loading, mobile-optimized, no broken links)
  • Include essential legal links in the footer: Privacy Policy, Terms of Service, Contact Us, Refund/Shipping Policy
  • Have accurate and verifiable claims, endorsements, or reviews
  • Not contain prohibited content
Q: What content is ALWAYS prohibited? A: The following are NEVER allowed:
  • Before/After photos (even with disclaimers)
  • Celebrity imagery or implied endorsements (without documented partnership)
  • Cloaking or content switching
  • Copyright infringement
Q: What are Facebook/Meta's key sensitivities? A: Meta is strict about:
  • Personal attributes in ad copy (avoid "You are...")
  • Income claims
  • Before/after transformations
  • Health claims without substantiation
  • Body shaming or implied personal attributes
  • Misleading/exaggerated claims
  • Discounts exceeding 50%
  • Countdown timers/false urgency
Q: What are Google's key sensitivities? A: Google focuses on:
  • Landing page quality and relevance
  • Accurate display URLs
  • Healthcare and medicine claims
  • Multiple unrelated offers in one ad account
  • Bridge pages or thin content
Q: What are TikTok's compliance requirements? A: TikTok requires:
  • White Hat approach only
  • No exaggerated claims
  • No health claims or weight loss targeting
  • No quizzes with medical questions
  • Age-appropriate content
  • Soft/compliant language (e.g., "support a healthy metabolism")
Q: What certifications are required for restricted verticals? A:
  • GLP-1 offers: Require LegitScript certification
  • Medicare/ACA: Require G2 certification
  • Debt offers: Require Google's Debt Services Certification (not currently offered)
  • Political offers: Not currently offered
  • iGaming/Gambling: Require local licensing documentation
Q: Can I run ads that only drive users to WhatsApp/Telegram? A: No. You must create a compliant landing page with product/service info and legal pages. WhatsApp can be a contact option, but not the only path.
 
Q: What are the security requirements for my Business Manager? A: Your BM must:
  1. Be Verified (check under Business Info → Business Verification Status)
  2. Have Two-Factor Authentication (2FA) enabled for "Everyone"
  3. Have no unknown or unauthorized profiles
  4. Have a minimum of 2-3 Admin profiles for redundancy
Q: Why is having multiple Admin profiles important? A: If one profile gets disabled or locked, you'll lose access to your entire Business Manager if it's the only admin. Always maintain 2-3 active Admin profiles with full access.
 
Q: Where do I find my 2FA settings? A:
  • For BM: Business Settings → Security Center → Two-Factor Authentication
  • For personal profile: Facebook profile → Settings & privacy → Settings → Accounts Center → Password and security → Two-factor authentication
Q: What is AdsPower and why is it recommended? A: AdsPower is an anti-detect browsing tool used to deliver and access assets (profiles). It adds an extra layer of security and privacy, helping prevent bans and fingerprint issues across multiple profiles.
 
Q: Can I purchase additional assets (BM, profiles, pages)? A: Yes, assets are available for purchase:
  • Verified Business Manager: $120
  • Facebook Profile: $60 each
  • Facebook Page: $40 each
Q: What are the mandatory steps to secure newly delivered assets? A: Upon delivery, you must immediately:
  1. Change Profile Password → https://49395261.hs-sites.com/knowledge-base/changing-your-password-on-facebook
  2. Change Security Key (2FA) → https://49395261.hs-sites.com/knowledge-base/changing-your-2fa-code-on-facebook
  3. Change Email Password → https://49395261.hs-sites.com/knowledge-base/changing-your-password-on-hotmail
  4. Change Recovery Email → https://49395261.hs-sites.com/knowledge-base/changing-your-recovery-email
  5. Approve Page Invites (if necessary)
  6. Remove any unauthorized profiles from the BM
Q: What is the warranty period for purchased assets? A: There is a 48-hour replacement warranty for all assets (profiles, Business Managers, and pages).
 
Q: My ad account disappeared from my Meta Business Manager. What happened? A: This is typically due to a Meta bug that temporarily unshares ad accounts from Business Managers. Your account is safe. Follow these steps after the ad account is reshared:
  1. Check/Restart Campaigns: Ensure all campaigns are restarted if they paused
  2. Re-assign Assets: Verify all users and pixels are assigned (unshared pixels stop delivery)
  3. Set Primary Page: Ensure your BM has a Page owned by it and set as the Primary Page
Q: Why can't I see my newly created ad account in my dashboard? A:
  • The app refreshes every hour on the hour, so wait for the next refresh cycle
  • Contact support if it doesn't appear after several hours
Q: I cannot add users/admins to the ad account. What should I do? A: This is often a Facebook bug. Try:
  1. Use the official People settings in your Business Manager
  2. If the issue persists, contact support for assistance
Q: My profile is locked/blocked. How do I get access to my BM? A: If a profile is locked and you're the only admin, access to the BM may be lost. This is why having 2-3 backup admin profiles is critical. Contact support for assistance with replacement profiles.
 
Q: My approved ads are not spending. What should I check? A: Common causes:
  1. Ensure the account has sufficient balance
  2. Verify the pixel is still assigned to the ad account
  3. Check for spend limits imposed by Meta
  4. Verify payment method is working (for accounts with cards)
  5. Check if campaigns are actually active
  6. Check if the Page is in good standing
Q: Why are my CPMs so high? A: High CPMs can be caused by:
  • New account still building trust (normal for first 1-2 weeks)
  • Non-compliant assets
  • Increased competition in your niche
  • Low-quality ads or poor targeting
  • Not warming up the account properly
  • Recent platform updates
Q: How do I warm up a new ad account to improve performance? A: The essential warm-up steps:
  1. Complete Page Details: Fill out all accurate business info (contact, website, photos)
  2. Post Relevant Content: Aim for at least 10 high-quality posts before launching ads
  3. Run a Page Likes Campaign: A small engagement campaign builds initial credibility and trust
  4. Start Small: Run low-budget, brand-safe campaigns ($10-$20/day) for the first 24-48 hours
  5. Gradual Scaling: Increase budget by ~20% every few days
Q: What is the benefit of running an Engagement Campaign? A: Running an engagement campaign alongside conversion campaigns:
  • Builds social proof (likes/comments)
  • Increases the "ad account score"
  • Signals positive user interaction to the platform
  • Can lead to lower CPMs and better overall delivery
  • Helps with account warm-up
Q: What should I do if my ad is rejected? A: META introduced an internal system that penalizes ad accounts with a high number of rejected ads. Rejections now directly impact performance metrics — raising CPMs, CPCs, and CPAs, and lowering delivery quality.
✅ Why this matters: Rejected ads lower your overall ad account health score. Even if your other ads are compliant, their performance will decline if you leave rejected ads unresolved.
🔧 How to fix it (step-by-step):
  1. Go to your rejected ad.
  2. Click Edit.
  3. Replace the creative → use an approved safe creative (from the shared "CREATIVES" folder https://drive.google.com/drive/folders/1274ah6w28eZSLsGA2iEnP8BYXZjV_fTp).
  4. Edit the ad copy → simple neutral text like "Look at these boots."
  5. Edit the domain → use a safe neutral domain like www.google.com.
  6. IMPORTANT -> Turn OFF "Languages" under ad settings.
  7. Ensure no error messages show before publishing.
  8. Publish the ad.
  9. Once it's approved, turn it off.
⚠️ Important: Deleting rejected ads does not remove the internal penalty — the rejected ad ID stays linked to your account history. Editing and getting the ad approved is the only way to reset its impact.
 
Q: Why is Meta penalizing my account for rejected ads? A: Meta introduced a system update where rejected ads directly impact account health, raising CPMs, CPCs, and CPAs, and lowering delivery quality. Even if other ads are compliant, performance will decline if rejected ads are left unresolved. This is why properly handling rejected ads is critical.
 
Q: What is the recommended campaign structure? A: The team recommends:
  • Focusing on CBO (Campaign Budget Optimization)
  • Simpler, more consolidated setups with fewer active campaigns and ad sets
  • For new accounts: One campaign, one ad set, and 1-3 ads to allow clean data collection
Q: What is the recommended audience targeting approach? A:
  • Start with Interest Targeting to test which segments work
  • Move to Broad Targeting once the account has gathered enough data
  • For high-value buyers, use campaign-level audience segmentation (e.g., Website Visitors 180 days)
Q: Should I change audiences in running ad sets? A: No. Changing audiences in running ad sets will reset the learning phase. Instead, duplicate the ad set and apply the new audience to test separately.
 
Q: Can I use the same Facebook Page on multiple ad accounts? A: Yes. Facebook's policies don't explicitly prohibit running ads from the same Page on multiple accounts.
 
Q: What support is available? A: Oxwell provides:
  • 24/7 dedicated support via Telegram group chats
  • Assigned Account Manager (AM) based on your timezone
  • Direct access to compliance and technical teams
Q: Can I add my team members to the support group? A: Yes. Provide the username/contact info and the team will add your media buyers and other key team members for direct support.
 
Q: When is the best time to request top-ups? A: The optimal processing window is 8:00 PM to 10:00 AM EST. Requests made after midnight CET are processed at 4 AM CET.
 
Q: What holidays affect processing times? A: US banking holidays (like July 4th, Thanksgiving) mean banks are closed. Send transfers in advance to cover spend through holiday weekends.
 
Q: What should I include when reporting an issue? A: Always include:
  • Ad Account ID
  • Client Code
  • Specific error messages or screenshots
  • Transfer reference numbers (for financial issues)
  • UETR or MT103 form (for delayed transfers)
Q: How do I contact my Account Manager? A: Your dedicated Account Manager will be introduced during onboarding. They are your primary point of contact for account-specific questions, timeline inquiries, and strategic guidance.
 
Q: Where can I find answers to common questions? A: Visit the Oxwell Knowledge Base at: https://49395261.hs-sites.com/knowledge-base
 
Q: How do I access the Oxwell Portal? A: Log in at: https://app.oxwell.io
 
Q: Where can I see case studies and success stories? A: Case studies are available at: https://49395261.hs-sites.com/knowledge-base/case-studies
 
Q: Is there a referral program? A: Yes! Details available at: https://49395261.hs-sites.com/knowledge-base/-Oxwell-global-referral-program
 
Q: How do I check my ad account balance? A: Your current remaining balance is displayed on the main dashboard at https://app.Oxwell.io. The app refreshes every 30 minutes.
 
Q: How do I use my 2FA backup key? A: Visit your profile security settings to copy or generate your 2FA backup key. You can use a website like https://2fa.live/ to generate the 6-digit code.
 
Q: What is my Client Code? A: Your client code is visible under your Oxwell profile. Use it when submitting support requests and for bank transfer references.
 
Q: Can I pause my membership? A: Yes, Oxwell can pause your membership until you're ready to launch. You won't be billed for the next month's membership fee and will only be billed when you re-activate. To pause please reach out to your account manager.
 
Q: Can I switch between platforms without paying extra? A: Yes. The monthly membership fee covers you for every platform you advertise with (Meta, Google, TikTok, Taboola, etc.). You will not be charged twice for switching platforms.
 
How to Top Up My Ads Account Client reply: You can top up by logging into the Oxwell Portal → Support Requests → Top Up Balance. https://49395261.hs-sites.com/knowledge-base/how-to-topup-my-ads-account
 
How to Check Your Funds Left on Ad Accounts Client reply: Go to https://app.oxwell.io, search your ad account, and see budget listed (updated hourly). https://49395261.hs-sites.com/knowledge-base/how-to-check-your-funds-on-the-Oxwell-dashboard
 
Funding Your Oxwell Wallet Client reply: You can add funds using bank transfers inside the Oxwell app Wallet tab. For USDT wallet details please ask us and we will share via chat. https://49395261.hs-sites.com/knowledge-base/fund-your-Oxwell-wallet
 
What Are Our Fees and How Do They Work? Client reply: We charge a monthly plan + platform top-up % based on ad platform. See pricing breakdown here:
How to Set or Change Your Account Timezone Client reply: You can adapt your timezone directly Facebook. https://49395261.hs-sites.com/knowledge-base/how-to-set-or-change-your-account-timezone
 
How to Use the 2FA Key Client reply: Visit your profile security settings to copy or generate your 2FA backup key. https://49395261.hs-sites.com/knowledge-base/how-to-use-the-2fa-key
 
How to Create a New Profile Session Client reply: Click "Create New Profile" in your profile dropdown to start a fresh session. https://49395261.hs-sites.com/knowledge-base/how-to-create-a-new-profile-session
 
Your Client Code Client reply: Your client code is visible under your Oxwell profile. Use it when submitting support requests. https://49395261.hs-sites.com/knowledge-base/your-client-code
 
Changing Your 2FA Code on Facebook Client reply: Change 2FA via Facebook settings → Security & Login → Two-factor auth. https://49395261.hs-sites.com/knowledge-base/changing-your-2fa-code-on-facebook
 
Changing Your Password on Facebook Client reply: Go to Facebook settings → Security & Login → Change password. https://49395261.hs-sites.com/knowledge-base/changing-your-password-on-facebook
 
Changing Your Password on Hotmail Client reply: Use Microsoft's password reset link: https://49395261.hs-sites.com/knowledge-base/changing-your-password-on-hotmail
 
Changing Your Recovery Email Client reply: Change your recovery email inside Oxwell account security settings. https://49395261.hs-sites.com/knowledge-base/changing-your-recovery-email
 
Creating a New Recovery Email Client reply: You can add a new recovery email in your Oxwell Dashboard security settings. https://49395261.hs-sites.com/knowledge-base/creating-a-new-recovery-email
 
How to Enroll in Membership Client reply: Go to Membership tab in the Oxwell app to pick a plan and enroll. https://49395261.hs-sites.com/knowledge-base/how-to-enroll-in-membership
 
How to Join Your Telegram Support Group Client reply: Once onboarded, your invite link will be shared by your onboarding manager. https://49395261.hs-sites.com/knowledge-base/how-to-join-your-telegram-support-group
 
How to Change the Business Manager (BM) Email Client reply: You can update BM contact email in Facebook → Business Settings → Business Info. https://49395261.hs-sites.com/knowledge-base/-how-to-change-the-business-manager-bm-email
 
Advertising & Accounts
 
How to Request a New Agency Ads Account Client reply: Use the Request Ads Account form inside the Oxwell Dashboard. https://49395261.hs-sites.com/knowledge-base/how-to-request-a-new-agency-ads-account
 
Oxwell Meta Self-Compliance Guide Client reply: Review your Meta campaigns using this self-checklist for compliance. https://49395261.hs-sites.com/knowledge-base/Oxwell-meta-self-compliance-guide
 
Google Ads Restricted Verticals Client reply:
Payment & Transfer Troubleshooting Client reply: Always include transfer ref number + ClickUp wallet task ID. For delays, ask your bank for a UETR or MT103 tracking code so we can trace it.
Meta EU Transparency Form Client reply: In Meta's EU form, set:
  • Beneficiary = the brand the ad promotes
  • Payer = who is funding the campaign (your business or Oxwell) Tick "Beneficiary and payer are different" if needed.
Antidetect Browser Setup
Client reply: Use Incogniton, Multilogin, or AdsPower. Each session should have its own static residential proxy (like iproyal.com) and 2FA enabled for security.
 
Malware/Security Warnings on Client Sites Client reply: Confirm site is safe with dev team. Ask Shopify (if applicable) to confirm issue isn't real. Send us email proof and site links—we'll escalate if needed.
 
Scaling with AI Tools Client reply: We recommend Revealbot, Madgicx, or AdEspresso to automate optimization and scale faster.
 
Ad Policies by Platform Client reply: Full ad policy links here: