Symptom: an advertiser paid, but the balance didn't go up — so campaigns stay paused.
On a White Label DSP the payment goes through your payment gateway, so most checks are on your side.
For advertisers
- Wait a few minutes and refresh. Some methods take a moment to confirm.
- Check your payment confirmation — did the bank or wallet show the payment as completed, not pending?
- Bank transfers take longer than cards.
- Contact your platform's support with the date, amount, method and any reference number.
For operators
- Find the payment in your gateway's dashboard (Stripe, PayPal, Wise…). Is it succeeded, pending or failed?
- Pending — wait for the provider; for transfers, check the reference matches the account.
- Succeeded but not credited — check the gateway is still connected in Settings → Payment gateways, and that the payment was linked to the right advertiser account.
- Failed or disputed — tell the advertiser; ask them to try another method.
- Still stuck — contact AdTech Europe support (support@adtech.eu, live chat) with the gateway's transaction ID, the advertiser account and the time.
Prevent it
- Make a small test top-up after any change to your gateway settings.
- Gateways such as Payoneer, Revolut and Crypto Payments support automatic balance top-up; Wise matches bank transfers automatically.
Related: Topping up and payment methods · How advertiser balances work
Nov 13, 2026