In case of payment failure, your ad campaign will be paused, and you will not receive any additional charges until your balance has been paid. Once your balance has been paid, we’ll resume any active or scheduled ads and attempt to make up for any lost time to meet the original campaign dates and budgets you’ve set.
Common Payment Issues
Here are the most common payment issues we see on our platform and how to resolve them:
| DECLINE CODE | DESCRIPTION | NEXT STEPS |
insufficient_funds |
The card has insufficient funds to complete the purchase. | The customer needs to use an alternative payment method. |
generic_decline |
The card was declined for an unknown reason or possibly triggered by a blocked payment rule. | The customer needs to contact their card issuer for more information. |
invalid_account |
The card, or account the card is connected to, is invalid. | The customer needs to contact their card issuer to check that the card is working correctly. |
card_not_supported |
The card does not support this type of purchase. | The customer needs to contact their card issuer to make sure their card can be used to make this type of purchase. |
incorrect_number |
The card number is incorrect. | The customer needs to try again using the correct card number. |
expired_card |
The card has expired. | The customer needs to use another card. |
If you receive a decline code other than those listed above, please visit the following page.
Ads Manager Action
Once you've resolved the issue following the steps above, please go to the billing page for your GroundTruth Ads Manager account and click the 'Retry' button.
Please note that users can initiate a retry up to 3 times for a payment failure. The retry option is only available 1 hour after the previous payment failure.
If the issue persists, please contact your GroundTruth representative for further assistance.
Please note that our system will automatically retry a card 48 hours after certain decline codes, such as those due to insufficient funds.
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