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Operations troubleshooting
Troubleshoot ad accounts, funding and your SOA
Find the right checks for missing ad credit, account access, ads not delivering and statement differences. Prepare a clear support request without sensitive data.
The short answer
What to know before you begin
Start with the stage that is stuck: payment, recorded workspace credit, account allocation, access or campaign delivery. These are different checkpoints. Identify the affected request or account before paying again or changing campaign settings.
Who this is for
AdsGorilla customers and their operating teams investigating a funding, access, delivery or statement issue.
What needs attention?
Troubleshooting
Ad credit not showing after payment? Check your funding request
Separate a submitted payment, verified workspace credit and account allocation. Check a missing top-up without sending duplicate payments or exposing private data.
Read the guideTroubleshooting
Ad account missing or access denied? Check the right permissions
Separate portal sign-in, ad account provisioning and platform permissions. Find the right account and prepare the evidence needed to review an access problem.
Read the guideTroubleshooting
Ads not delivering? Separate funding, account and campaign checks
Check missing impressions in Google, Meta or TikTok without confusing workspace funding with campaign delivery. Record status, timing and the affected account.
Read the guideTroubleshooting
SOA balance vs. ad account balance: reconcile the difference
Understand why workspace credit, account allocation and platform spend differ. Reconcile your prepaid SOA using matching records, currencies and reporting periods.
Read the guide1. Find the stage that needs attention
If a payment has been sent but credit is missing, start with the funding guide below. If credit is recorded but a particular ad account is not funded, check the allocation request instead. If the account is accessible and funded but has no impressions, investigate delivery. One stage being complete does not prove that the next stage is complete.
- Payment evidence is not yet verified workspace credit.
- Workspace credit is not yet an allocation to an advertising account.
- Account funding is not proof that a campaign is enabled or eligible to run.
2. Stop before repeating a payment or a request
Do not send a second payment just because a page has not changed. Reopen the original request and check its reference, current status and any review note. If payment instructions differ from your authenticated portal or an established contact, stop and verify them through a known channel. This public guide never supplies a deposit address.
3. Record what you can actually observe
Capture the affected workspace, account or request reference, the exact message, and the time with its timezone. Explain the expected result and what appeared instead. A cropped screenshot of the relevant error is more useful than a full screen containing other customers, payment details or private messages.
- Keep the same request reference throughout the conversation.
- Separate a confirmed payment, recorded credit and completed allocation.
- Redact unrelated customer information before sharing screenshots.
4. Ask the right person to review the next step
Use your existing AdsGorilla support contact for funding, allocation and account-service questions. For campaign work, involve your own buyer under Self Managed or the agreed operating team under Fully Managed. Platform review or restriction decisions remain with the platform. Snapchat is account provision only; do not assume campaign management or a fixed funding fee is included.