In the "Balance" section, you can check all your account transactions: deposits, debits, and the current balance. Sometimes, after a payment, funds may not be credited immediately, and debits may appear unexpected due to the way expenses are displayed and the selected period in the transaction history.
Below are common payment and crediting issues, along with steps to quickly identify the cause and determine when to contact support.
Funds have disappeared from the account
All deposits and expenses can be found in the "Balance" section. Check all transactions. To do this:
- Follow the link
- Check expenses — they are highlighted in red. Each debit indicates the ID and ad group name — payments were made for these ad impressions.
Transactions are shown for the last month. To change the timeframe, use the calendar in the upper left above the list.
If funds have been debited and information about this is not displayed in the dashboard interface, please contact Support, including your dashboard ID.
Funds have not been credited to the account
Individuals
Funds are typically credited within 3 business days, depending on bank operations.
If the funds haven't arrived in your account within 3 business days, please contact Support, attaching the payment details and the account ID you used to top up your account. You can find your account ID in the "Settings" section.
Legal entities
Payments are often delayed if the payment order contains missing or incorrect information. Check the details: the payment details must include the full, correct invoice number.
If everything is in order and the funds have not arrived, contact Support, attaching the payment details and the account ID of the account you topped up. The account ID can be found in the "Settings" section.