If your ads are suspended, you will see this Journey status in your Shoelace app:
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.
When this happens, you will receive an email that looks like this:
In general, there are two possible reasons that your payment has failed to go through:
Your Credit Card Details Are Out of Date
For example, if you recently got a new card and forgot to update your payment info in the app, you can follow the below steps:
The email we send you will include a direct link to update your payment details. But you can also find this page within your Shoelace app:
Scroll down until you hit Payment information, click Change payment method, and input your new card details.
Our system will try to charge you again, and once the payment goes through, your ad campaigns will be switched back on 🎉
We Received a Fail Code from Your Bank
If your card details are up-to-date, we were probably sent a fail code from your bank when we tried to charge you. You can get in touch with us to find out what it is. The two most common fail codes are Insufficient Funds, and Do Not Honour - for both, you need to contact your bank, who will assist you. Once you've done that, drop us a line and we'll try the charge again.
If none of the above applies to you, please let us know and we will work to get you up and running again 😁