AdRoll Marketing & Advertising , 487 reviews

Hi Ryan, thank you for bringing your concerns to our attention; it means a lot that you're keeping us informed. I'm genuinely sorry to hear that we didn't quite meet your expectations, but I'm here to make things right for you.

We recommend checking the spam or junk folder for the reset emails. Should you encounter any difficulties, we are prepared to assist you with additional troubleshooting steps. Just let us know.

Your dedication to launching the campaign is genuinely appreciated, especially considering the significant effort you've invested in creating a new profile from scratch. It is important to note that the Pixel may require a brief disconnection from the old profile and subsequent reconnection to the new one. This may explain the "Pixel Connection Lost" notification you observed, and ideally, a swift disconnection from the old profile should facilitate a seamless reconnection.

Additionally, the temporary suspension of ads was a result of adult content on your website. Once this matter was addressed, our Policy team approved the campaign. Please understand that we must adhere to the policies set by our partnered ad networks, these are crucial steps we have to follow.

Rest assured, I am at your disposal to address any further issues or concerns you may have. I have sent an email and await your response. Rest assured, we can collaboratively work towards a resolution that satisfies both parties.

Once again, I appreciate your efforts and understating; our sincere apologies for any inconvenience these issues may have caused.

Looking forward to hearing from you.

Warmest regards,
Tatiana

Hi there,

I am Rohini from AdRoll's Customer Support Team.

Firstly, I'd like to thank you for sharing your experience with us. I'm genuinely sorry to hear that it wasn't a positive one, and I regret any inconvenience it may have caused.

After reviewing your account, I can confirm that the recent activity isn't an actual charge, but our automated system attempted to authorize the default payment card for the approval of the campaign. I want to clarify that this is a standard authorization process to validate the payment card's validity. The authorization covers the total daily budget for all campaigns multiplied by seven days. You can learn more about it here https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization

Also, I understand that your daily budget is set at $5 for both campaigns, and I apologize for any disruption caused by the higher authorization which was triggered by an increase in the daily budget.

The authorization typically occurs once a day for five consecutive days to approve the campaign and allow ample time for clients to address any issues with the payment card. I want to assure you that there won't be any additional authorizations triggered.

Once again, I apologize for any frustration this may have caused, and I appreciate your understanding as we always work to improve our processes. I'd love to follow up with you personally via email to provide a detailed explanation and address any questions you might have. Please keep an eye on your inbox for my follow-up email, and feel free to revert to it at your convenience.

I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for. Your satisfaction is our top priority, and we are committed to making things right for you.

Thanks,
Rohini