Rejection Bug

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Piper Essick
Piper Essick KBAdmin, MSA Posts: 416 admin
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I am working on escalating a solution for the rejection bug that many of you are experiencing. Please respond to this thread with the case number that our Support team has issued you. If you are experiencing rejection issues and have not contacted Support, please email them at partnerhubsupport@microsoft.com and send me the case number. Thank you so much and thank you for your patience ☺️

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  • Jason Butler
    Jason Butler MSA Posts: 15
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    Case CAS-21285-K3N6N

  • Audrey Humaciu
    Audrey Humaciu MSA Posts: 23
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    CAS-20605-C3P5T4

    and

    CAS-20603-C2Z1R0 After telling me it was escalated to engineering for weeks, I was told me to resubmit it again via dashboard, I tried but cannot get anything to submit on the dashboard (error says it is my wifi connection, which it isn't). When I didn't respond they closed the case.

  • Colum Wood
    Colum Wood MSA Posts: 3
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    CAS-21312-D1R7X8

  • Colum Wood
    Colum Wood MSA Posts: 3
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    Exact same here.

  • Dannelle
    Dannelle MSA Posts: 4
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    I have 85 rejected (with a few pending since last year) articles right now.
    EIGHTY FIVE.

    This is really frustrating as I have six sites with you, used to make several hundred dollars each month on EACH site, and MAYBE break $200 total now off of 6 added together.

    CAS-20739-B9D4W3 -- [EXTERNAL] Rejected and Pending Review Articles CRM:04458000000430

  • eileen gunn
    eileen gunn MSA Posts: 57 ✭✭
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    CAS-21498-N6G6R9 

    It would help if you were at least consistent in your own rules. An evergreen story from 2019 that I updated last week was published no problem. Yet others are rejected no matter how extensively I update them. I tell the help desk they have been updated and ask them to manually approve them. They ignore that request and tell me i have to indicate there is new information in the post. I ask them to look at the "last updated" date, which you can see in the meta data, but they won't do that. I ask how I can indicate to your filter that a post has been updated other than with the updated date and they can't tell me.

    I reiterated the last question on the latest go-round and the person didn't even understand the question. They gave me a reply that had nothing to do with it.

    Since mid June when this began I'm lucky if I get 50 views a day. It's usually more like 12. I'm a bit at my wit's end with this.

  • Hive Media Group
    Hive Media Group MSA Posts: 12
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    We've been having an ongoing issue with rejections as well. My case was closed, but I still don't feel that the issue has been fully resolved.

    CAS-20450-N6M9R3

  • eileen gunn
    eileen gunn MSA Posts: 57 ✭✭
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    They are very quick to close cases when they think it is resolved but I don't. I think the person who has the issue should be the one to decide when it is resolved.

  • Piper Essick
    Piper Essick KBAdmin, MSA Posts: 416 admin
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    @eileen gunn When republishing evergreen content are you making edits to the article or just changing the date?

  • Piper Essick
    Piper Essick KBAdmin, MSA Posts: 416 admin
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    @Hive Media Group could you forward me your email thread with support to hellocreator@microsoft.com

  • Rina Nehdar
    Rina Nehdar MSA Posts: 14
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    Case CAS-21736-R2R4N6

  • eileen gunn
    eileen gunn MSA Posts: 57 ✭✭
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    edited July 2023 #13
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    @Piper Essick I'm updating these posts extensively. New photos, headlines, checking and updating all links and information. I never change the original publication date and I can't change the last-updated date without actually updating the text in some way.

    But I don't know how your filter can identify that I've made changes on my wordpress site. The "last updated" date is the best indicator. It means that at the very least I've changed photos or updated links or added or deleted a specific piece of information. But I'm doing more than that on all of these posts.

  • Caroline Makepeace
    Caroline Makepeace MSA Posts: 1
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    Sounds like I'm having the same issues as everyone else. I've sent multiple emails and rarely hear anything back. I can't even find my case number anymore. I must have accidentally deleted it. Just followed up again with them

    I have so many articles on both sites rejected either for inaccurate reasons - like a burger being vulgar, or me in a bikini flagged for nudity, when the photo only showed from above my **** up - no ****/cleavage even showing - and then other things like "can't post contact support. And you contact and nothing happens.

    It's for both my sites. It's really disappointing how bad the service is and like others mentioned when I do hear back they close case prematurely and don't' even address the issues.

    You can have a post that has been published fine, and you'll make one small edit to it, even something as basic as fixing a typo, and then when you update, it gets flagged and rejected. It doesn't make sense.

    And I'm still getting posts consistently stuck in "In review" Again, I have to reach out to support to get them published and you don't hear anything back.

    Will there be any improvements made to these issues?

  • Piper Essick
    Piper Essick KBAdmin, MSA Posts: 416 admin
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    Thank you all for sharing your feedback. I am sending this all to our team to investigate and gather more insights.

  • FODMAP Everyday
    FODMAP Everyday MSA Posts: 14
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     CAS-21937-Q4L9N9 

    Post was repeatedly rejected for "glamorizing smoking" with no appeal option. None of the content nor the images had any reference to smoking or cigarettes at all - it was a slide show on a report by the US Surgeon General about depression. Changed the images 3 times. Rejected each time. Wrote to customer support to ask for manual review, they responded immediately that it would be escalated and then I got a template response that MSN is trying to do better with the filter, and then they closed the support request without addressing the issue at all. - I decided to remove the reference to the "Surgeon General" (who released a report on depression) and it went through. So apparently all I can assume is that the reference to the Surgeon General automatically got it rejected because smoking warnings reference the surgeon general? Either way, the system for filtering and review is still not working well. Thank you for looking into this.

  • Ryan Alberti
    Ryan Alberti MSA Posts: 1
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    CAS-22344-D1D9Q4

    Hi there! We've had half a dozen articles rejected today for The Cool Down for no stated reason other than "Failures detected during moderation." In some instances (~20%) republishing the article without edits is successful; in most cases (~80%) the same message repeats. Is this a known bug and/or is there anything we can do to remedy it? Thanks very much for any insights!

  • Dannelle Gay
    Dannelle Gay MSA Posts: 6
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    I never heard anything back on this and now have over 100 articles that won't publish.

    Food pictures are marked as porn pictures (sigh)
    Duplicate pictures claimed in recipes that aren't.
    Some have no reason but say to contact MSN.
    This is rediculous and frustrating…………..

  • eileen gunn
    eileen gunn MSA Posts: 57 ✭✭
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    I had a post rejected because a photo of santa clause was interpreted as both depicting violence and sexual situations. I appealed and it was approved.But it should not have been rejected in the first place.

    I've been going back and forth with tech support for about a month now. But after a few go-rounds they always pass the issue off to a new person, who doesn't really understand what my problem is. They give me a reply that doesn't make sense and then try to close the case. Having to insist they reopen the case and then explain the ever longer correspondance trail to each new person gets tedious. It makes me feel like they aren't very familiar with how the dashboard looks to us and that they want to close cases rather than solve issues.

  • Jason Siu
    Jason Siu MSA Posts: 1
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    Hi @Piper Essick,

    Out of nowhere today, all my posts sent from my RSS feed are getting automatically rejected. I submit an email and I get assigned a case number and then after a bit of time, the post gets approved. But it's a little frustrating that I have to send an email for every single post that is getting rejected for no reason. Some of this content is being republished after I make a sizable update and those are still being auto-rejected. Here is the most recent case number I sent in for two rejections: CAS-22618-V1S7K3

    Any assistance would greatly be appreciated, thanks!

  • eileen gunn
    eileen gunn MSA Posts: 57 ✭✭
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    @Jason Siu consider yourself lucky. I have not gotten support to publish anything that’s been rejected. I send requesta d they acknowledge them but don’t actually address the problem or answer my question. They just tell me to try again and close the case

  • Dannelle Gay
    Dannelle Gay MSA Posts: 6
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    ---> Original case # that your system closed on me (twice): CAS-20739-B9D4W3
    Any news on this Piper? The system is now rejecting EVERY recipe I post stating duplicated images - and they aren't.

  • Piper Essick
    Piper Essick KBAdmin, MSA Posts: 416 admin
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    @Dannelle Gay I will escalate your case and see if I can gain more insight into it.

  • Dannelle Gay
    Dannelle Gay MSA Posts: 6
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    Thank you
    :)

  • eileen gunn
    eileen gunn MSA Posts: 57 ✭✭
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    @Piper Essick have they fixed this glitch yet? I have some evergreen stuff making it through but once it’s rejected, no matter what i do the system won’t accept it. And no one will manually accept it even after I explain the issue, which I think they used to do.

    Also, i feel like the help desk doesn’t have any real technical knowledge or familiarity with wordpress or your platform. Often they don’t seem to understand the issue when I explain it, or recognize that it’s part of a broader issue many people are having.

    When they tell me to just try republishing after it’s been rejected 4 times, and i’ve told them as much, it feels like they are more interested in saying they closed the case than they are with helping you.

  • FODMAP Everyday
    FODMAP Everyday MSA Posts: 14
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    I second this concern! We keep getting rejections without any data on why, and the partner support just keeps sending out notices like this:

    "We apologize for the inconvenience caused to you by this live site issue which affected our services.

    We investigated your articles which are stuck in under View, there is a bug at our end during validation that erroneously reports a wrong status. Please ignore this error. Our team will be deploying a fix early as possible to correct the status here too.

    Go ahead and create the content - the error won't stop you from publishing the content. And the articles will publish on the MSN home page without any issues."

    But this doesn't help us when we count on the dashboard to accurately inform us if content has gone through. Meaning we are all spending hours a day republishing content that may not need to be repeatedly submitted, or finding that once it is published it barely gets impressions possibly due to it having been tagged as rejected earlier? Any escalation of this would be really welcome! Thank you.

  • Piper Essick
    Piper Essick KBAdmin, MSA Posts: 416 admin
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    @eileen gunn @FODMAP Everyday Thank you so much for sharing your feedback, I will be sending it to the appropriate team members to review.

  • eileen gunn
    eileen gunn MSA Posts: 57 ✭✭
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    @Piper Essick have they given you any kind of update on fixing this problem? It’s affected a lot of people so I thought there would be updates on their progress with it.

  • Piper Essick
    Piper Essick KBAdmin, MSA Posts: 416 admin
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    @eileen gunn It seems to be multiple different issues and not one overarching issue. I am passing along all feedback and escalating cases as they come in and I am hoping that each case gets resolved soon.

  • Karen Heffren
    Karen Heffren MSA Posts: 1
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    I have several posts not being accepted (once I update and republish) - here is one of them: CAS-22760-T9X5H5

  • Lauren Wurth
    Lauren Wurth MSA Posts: 7
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    @Piper Essick We have a backlog of all the pieces that have been rejected/ stuck under review (the under-review issue seems to be corrected) and just from the 17th on ward, we have over 50 articles that have been rejected, the majority without the option to appeal. Here are some of the case numbers we have opened in regards to this issue: CAS-23193-R7Q4R6 -- [EXTERNAL] Rejection CRM:04526000000236 : - CAS-22970-F7N9T3 -- [EXTERNAL] Rejection Issue CRM:04502000000375 - CAS-22970-F7N9T3 -- [EXTERNAL] Rejection Issue CRM:04502000000375

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