What to do when we are unable to charge your card and have paused your ads

Sanja Smrzlic
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As standard practice, we will put your ads on hold if we are unable to charge the credit card we have on record for you.

Please note that in this case, your Journey status in the Shoelace app will change to "Suspended".

When this happens, we will send you an email that looks like this:

If you have new card details to provide us, you can follow the below steps:

The email will include a direct link to update your payment details. You can also find this page within the Shoelace app:

Click Settings

Scroll down until you hit Payment information, click Change payment method, and input your new card details.

Once done, we'll try the charge again and restart your campaigns when it goes through 😎

However, if you haven't recently gotten a new credit card, your payment may have failed due to your bank declining the charge on your behalf. If you think this is the case, please contact your bank and they will be able to assist 😊

Once it's rectified on your side, you can get in touch so we can try the payment again and get your ads going!