Billing accounts can be suspended for any of the following reasons:
- Billing issues
- Insufficient funds
- Insertion order issue
- Past-due invoices
- Policy Issues
- Missing campaign or ad elements
- Ads or website didn't meet our policy standards
Account suspended due to billing issues
Pre-paid or automatic post-paid billing accounts
To activate your suspended account:
- Log in to AdRoll.
- Navigate to the Settings icon > Billing History.
- Click into the posted invoice.
- Select Payment Method.
- 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 the hour.
Post-paid billing accounts
Please contact your Account Manager to resolve billing issues related to Insertion Orders.
Account suspended due to policy issues
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.