AdRoll Marketing & Advertising

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