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Make Payments for a Suspended Account

Billing accounts can be suspended for any of the following reasons:

  • Billing issues
    • Insufficient funds
    • Insertion order issue
    • Past-due invoices
  • Policy Issues
    • Insufficient site privacy policy
    • Missing campaign or ad elements
    • Ads or website didn't meet our policy standards


Suspended Due to Billing

Pre-paid and post-paid billing accounts

To activate your suspended account:

  1. Log in to AdRoll.
  2. Navigate to the Settings > Billing History.
  3. Click into the posted invoice.
  4. Select Payment Method.
  5. Click Pay.

Learn more about how to update or remove a payment method. Once all invoices are paid, your account suspension will lift automatically within 90 minutes.


Post-paid billing accounts

Please contact your Account Manager to resolve billing issues related to Insertion Orders.


Suspended Due to Policy

Please review our policy guidelines and requirements. Once the suspension issue outlined in your notifications has been resolved, please reach out to our Customer Support team for campaign or website review. If all elements of your account meet our requirements, we'll lift your account suspension and any campaigns will resume their previous status.

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