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Billing FAQs

What if my payment fails?

If your primary payment method fails, we'll attempt to collect through any other active payment method on file in your billing account. If we can't process payment through any of your payment methods, you'll be notified and your account will be suspended.

In the event that your account is suspended, we're here to work with you. After a suspension, we'll continue to try your payment methods on file every few days. If we are not able to successfully collect the owed amount, your campaigns will remain suspended and you will have to reach out to our support team. You can also upload a new payment method. If we're able to collect a past-due invoice on your suspended account, the suspension will lift and campaigns will resume. Learn more about how to make payments.

How do I change my payment method?

To update your billing information, go to Settings > Billing Information. Learn more about payment options.

If you have more than one payment method on file, we'll use them if your default card fails.

How do I let additional users view my billing history?

When you add additional users to your account, you have the option to give them access to billing information and tools. To adjust access for existing users, click Settings > Additional Users.

How do I apply promotional credit?

To use any promotional credit, reach out to our Customer Support team. Promotional credit never expires.

Which currencies are available for my billing account and how can I change them?

Your account display defaults to US Dollars (USD). If you want to adjust your currency to one of the following, please reach out to your Account Manager or our Customer Support team:

  • AUD, Australian Dollar
  • EUR, Euro
  • GBP, British Pound
  • JPY, Japanese Yen

Note: Any adjustments made will reflect on your account and invoices moving forward.

How do I set up multiple billing accounts?

We can help you set up multiple billing accounts, but at this time this feature does not exist unless you are creating an entirely new Advertiser Profile. If you need to pay for your Advertiser Profiles separately, please reach out to your Account Manager for help. Learn more about Advertiser Profiles.

As we create new billing accounts for each of your profiles, the credit card or PayPal account you already have set as default will be copied over. If you want your profile to be billed to a different card or account, please update the payment method on your profile right away. Learn more about how to update or delete payment methods.

Once set up, moving forward each profile requested will be billed separately, but we can't take retroactive action on past invoices.

What can I do with my remaining balance?

Your remaining AdRoll account balance, if positive, will automatically be applied to fund any remaining campaigns. If you would rather get a refund for any excess balance, please reach out to your Account Manager or the Customer Support team within 180 days of campaign completion.

What if I see an unexpected charge on my credit card?

When you launch a campaign or edit a campaign budget and are on the Automated Post Paid Billing Style, AdRoll will do an authorization” of the credit card on your account to make sure it is valid and can support making a payment for the campaign budget(s).

These authorizations are voided immediately and are not charges – however, how these appear on your bank or credit card statement will depend on your financial institution. The authorizations may not show up on your statement at all, or they may appear as a pending transaction for a few days until the pending charge is waived and they disappear.

If you are seeing an unexpected AdRoll transaction on your bank or credit card statement, please first verify that it is an actual charge and not just your financial institution's way of displaying a card authorization.

If you are still unsure, you can contact us, and we can check to see whether the record you are seeing matches up with the time when we made an authorization to your card.

Does AdRoll have spend minimums?

There is a minimum budget that you must have in order to launch campaigns. Learn more about AdRoll pricing.

How do I get tax documents from AdRoll?

Please reach out to your Account Manager or the Customer Support team for current tax documents.

My campaign hasn't served impressions yet, why was I charged?

For Pre-Paid customers only: When campaigns are approved by our campaign review team, we pre-charge your first week’s budget to start your account balance. Every week, your previous seven days of ad deliveries will be deducted from your total balance. We will then charge your credit card to replenish your account balance back to its original weekly budget level.

Why was my invoice larger than usual?

For Pre-Paid customers only: Most of the time, charges will match up with weekly spend. However, when activity on your account affects your required balance, you may be charged more or less than the spend for that week. You can also review that week's invoice in Billing History.

The other occurrence where an invoice is larger than usual is if you recently paid a previously posted invoice prior to the current invoice being created in. In some cases, the invoice creation window does not account for the paid invoice.  

Why is my daily spend larger than my daily budget?

You can specify an average daily budget for all of your AdRoll campaigns. If you notice that daily spend is more than your specified daily budget, that means your campaign is spending more on days with more opportunities and less on other days. Factors like weekends, seasonality, and holidays can all impact how many opportunities are available each day.

This flexibility allows your campaigns to drive the best results on busy days. Learn More about discrepancies between daily spend and daily budget.

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