A payment gateway isn't accepting top-ups (for operators)

Symptom: advertisers can't complete a top-up, the payment option is missing from the Add Funds page, or payments fail with an error.

Checks

1. Is the gateway connected? Check your platform's payment settings; the gateway must be enabled and its keys saved.
2. Live or test keys? Many providers issue separate test and live keys. Test keys in a live platform make every real payment fail.
3. Is your gateway account approved? Look in the provider's dashboard for a pending review, a limit or a hold. Some providers restrict advertising businesses until they review them.
4. Currency and country. The gateway may not support the advertiser's currency, card type or country.
5. The provider's own decline. In the provider's dashboard, find the payment attempt and read the decline reason: card declined, authentication failed, risk block.
6. Your own test. Make a small top-up yourself.

Fixes

• Keys wrong or expired: replace them with live keys from the provider.
• Account under review or limited: resolve it with the provider; we can't release payments in your account.
• Unsupported method or currency: add a second gateway, for example a bank transfer option.
• Card declined by the bank: the advertiser needs to contact their bank or try another card.

When to escalate

If the gateway is approved, keys are live and the provider shows no attempt at all, contact support@adtech.eu with the time of a failed attempt. More on gateways on the White Label DSP page.

Related: Advertisers pay into your payment gateways · A top-up didn't appear on the balance