payment failure and campaigns have stopped delivering
Hello, my ad campaigns have stopped delivering. These are error messages:
There’s an issue with your payment method and your campaigns have stopped delivering.
We're unable to collect payment and your campaigns have stopped delivering.
Go to Payment settings to update your default payment method to resume advertising.
The seller account is fully funded and I tried to replace my credit card. The error was not yet resolved
I got in touch with amazon and received a reply that my ad account was suspended and not eligible for advertising.
I didn't know what was going on and Amazon didn't tell me why.
what should I do to get this account eligible for advertising?
33 replies
Seller_rI7BZIczK8iAC
It sounds like you have just to ad a valid CREDIT card. Try to remove the actual credit card (if this one is a valid credit card), wait some hours and ad it again. then give the system 24 hours to update.
Danika_Amazon
Hello and good morning, @Seller_27bQpy6xe9us7and @Seller_rI7BZIczK8iAC. Thanks for reaching out, and for providing support, respectively.
@Seller_27bQpy6xe9us7I think the advice you got may be correct, but rather than make you just wait a few days, I'd like to take a look internally and see if something else is going on. Do you have a case number I could reference?
Thanks in advance,
- Danika
Danika_Amazon
Hi again @Seller_27bQpy6xe9us7--It's important to remember that in order to utilize Amazon Ads, all aspects of your account must be in good standing (Account Health, operational metrics, payment status, Brand Registry status, etc.).
Your overall Account Health outside of advertising can affect your ability to qualify for ads. Take a look at the eligibility requirements for ads and review your seller account.
Thanks,
- Danika
Seller_wtw0nFZm5Dgai
Hi @Seller_27bQpy6xe9us7
I am also facing the same issue, how is your issue now? Does it solved?
Tatiana_Amazon
Hi @Seller_27bQpy6xe9us7,
We have spoken with the ads escalation team. Currently, your account is not in compliance with Amazon Ads Policies and/or Terms & Conditions, and cannot be reinstated at this time. Your Amazon Ads account has been suspended and your campaigns have been paused.
Amazon commits to create a safe and positive experience to customers and advertisers. We consistently monitor and investigate accounts to ensure compliance with our policies and Amazon Advertising Terms and Conditions.
Please follow the suggestions below to potentially become eligible to advertise:
- Ensure your products have enough inventory. Review your inventory reports and status frequently.
- Check your payment methods regularly and avoid any suspicious payment activity.
- Avoid having any unpaid balances or past due invoices as this may contribute to your suspension.
- Review your Account Health reports to ensure your Selling accounts adheres to the performance targets and policies required to sell on Amazon.
Remember, all aspects of your seller account must be in good standing to remain eligible for Amazon Ads. For more information, please review the eligibility requirements for Sponsored Products and Sponsored Brands.
Tatiana
Tatiana_Amazon
@Seller_hUa0sd2NBmgqo and @Seller_wtw0nFZm5Dgai,
Your accounts are showing active and enabled and you should be able to continue normal advertising activities.
Tatiana
Seller_GP4y9gB9o8S1t
Dear Amazon Advertising Support,
My ad campaigns have suddenly stopped delivering, and I am unable to resolve the issue. As an established seller with a brand registered account, I realized that my debit card was not attached to the account. I have since updated the card information, which is now a functional payment method.
Despite contacting Amazon through messages and phone calls to the advertising team, I have received generic responses stating that the matter has been forwarded for review. The error messages indicate a payment method issue, although my account settings show the correct debit card information.
I urgently request your assistance in resolving this matter, as the suspension of my ad campaigns is significantly impacting my business. Any guidance or solutions to restore the delivery of my campaigns would be greatly appreciated.
Thank you for your attention, and I await your prompt response.
Best regards,
Tatiana_Amazon
Hi @Seller_GP4y9gB9o8S1t,
A reply has just been given on the thread you created. Please continue to utilize that thread for updates on this issue.
Tatiana
