No worries, this happens from time to time. Perhaps you decided to end the campaign early or, despite our best efforts, a campaign ran for the planned duration but didn't quite spend the full budget. Either way, we'll make sure to get any unused funds back into your account's wallet for future use as quickly as possible!
Here's the process for how that works:
- As soon as you confirm you want to STOP the campaign, we'll immediately deactivate the campaign and stop it from delivering ads that weren't already in the bidding process. Most ads stop serving within just a few minutes, but it can take a few hours for the stop order to reach all buying exchanges.
- Due to the extensive amounts of data being utilized to run your digital campaigns, there is a bit of lag-time between when the campaign ends and when billing can be fully reconciled with these third party partners. This reconciliation process typically takes ~24-hours to complete.
- As soon as we have received confirmation from our supply-side partners that all billings have been reconciled, we will return any remaining campaign funds back to your wallet for future use within the Turn It Blue Ads platform.
If you have not seen remaining funds returned to your wallet after a 24-hour period, please submit a ticket to our Billing Support team from within the Ads Platform support page.
Note: Pausing the campaign is not the same thing as stopping the campaign. If you simply pause the campaign, we assume you want to come back to it again sometime in the future, and we won't begin any fund transfer process to your wallet until you press the stop button, or until the campaign end date has passed.
Once your funds have been returned to your wallet, they can immediately be used the same way as any other available funds -- for future ad campaigns, Creative Shop purchases, or any Turn It Blue managed service offering. Yay!
More billing support questions? Just reach out to billingsupport@turnitbluedigital.com and we'll get right back to you!
LEGAL DISCLAIMER: WE OFFER NO WARRANTY AS TO THE ACCURACY OF AUDIENCE, DELIVERABILITY, OR PLACEMENT OF ADVERTISING. Turn It Blue Ads is a self-service platform. Turn It Blue, our staff, or our agents, are not responsible for ensuring the accuracy or deliverability of the self-serve advertising placements deployed using our System, nor are we able to offer refunds in the event advertising does not perform as you expected. Any projections or estimates as it pertains to your anticipated advertising results or the past results of clients utilizing our system may not reflect your actual results. More details here.