Ad credit not showing after payment? Check your funding request

1. Reopen the original request

Use the same workspace and customer profile used when submitting the request. Open Requests and locate the original Add Balance record using its reference and time. Check whether it was actually submitted, whether more information was requested, and whether a review note explains the current state. A payment receipt alone does not prove that the correct portal request exists.

• Confirm the workspace and platform, not just the account name.
• Keep the original request reference and exact current status.
• Do not create duplicate requests to make the same payment appear again.

2. Match the payment to the agreed credit and fee

Compare the requested credit, quoted service fee and amount sent. A total payment can include a fee that is not ad credit. Use the currency or asset shown on the record, and the payment instructions confirmed for that workspace. If the amount, reference, network or recipient differs, report the mismatch to your established contact rather than guessing how to correct it.

3. Separate payment verification from available credit

A successful form submission means the request was sent for review, not that funds have been verified. Read the current request status and any customer-facing review note. If the payment is confirmed externally but not matched in the workspace, provide its reference through your verified support channel. Review timing depends on the actual payment and checks; this guide does not promise instant credit.

4. Check whether the credit was already allocated

Once credit is recorded, a later account allocation can reduce the remaining workspace balance. Review the SOA and the target-account request together. Credit in the workspace does not automatically fund every advertising account, and a requested allocation is not a completed allocation. If only one account is missing funds, identify that account and allocation reference rather than repeating Add Balance.

5. Ask for a trace of the existing payment

Send the original request reference, amount and currency or asset, payment reference where applicable, and the time with timezone. State whether the missing result is workspace credit or an allocation to a named account. Do not send another payment unless the original has been reconciled and a new payment has been explicitly agreed. Never share a seed phrase, private key, password or one-time code.