Billing FAQs

What if my payment fails?

If your primary payment method fails, we'll attempt to collect through any other active payment method on file in your billing account. If we can't process payment through any of your payment methods, you'll be notified and your account will be suspended.

In the event that your account is suspended, we're here to work with you. After a suspension, we'll continue to try your payment methods on file every few days. If we are not able to successfully collect the owed amount, your campaigns will remain suspended and you will have to reach out to our support team. You can also upload a new payment method. If we're able to collect a past-due invoice on your suspended account, the suspension will lift and campaigns will resume. Learn more about how to make payments.


How do I change my payment method?

To update your billing information, go to Settings > Billing InformationLearn more about payment options.

If you have more than one payment method on file, we'll use them if your default card fails.


How do I let additional users view my billing history?

When you add additional users to your account, you have the option to give them access to billing information and tools. To adjust access for existing users, click Settings > Additional Users.


How do I apply promotional credit?

To use any promotional credit, create or edit a campaign. When you get to your payment method section, click Have a promo code? and enter your code, then click Apply.

For promo codes with a required spend amount, the promo code will be applied to your account as a credit as soon as that spend amount is reached.

For promo codes without a required spend amount, the credit is applied to your account within 24 hours of redemption. 


Which currencies are available for my billing account and how can I change them?

Your account display defaults to US Dollars (USD). If you want to adjust your currency to one of the following, please reach out to your Account Manager:

  • AUD, Australian Dollar
  • EUR, Euro
  • GBP, British Pound
  • JPY, Japanese Yen


Any adjustments made will reflect on your account and invoices moving forward.


How do I set up multiple billing accounts?

We can help you set up multiple billing accounts, but at this time this feature does not exist unless you are creating an entirely new Advertiser Profile. If you need to pay for your Advertiser Profiles separately, please reach out to your Account Manager for help. Learn more about Advertiser Profiles.

As we create new billing accounts for each of your profiles, the credit card or PayPal account you already have set as default will be copied over. If you want your profile to be billed to a different card or account, please update the payment method on your profile right away. Learn more about how to update or delete payment methods.

Once set up, moving forward each profile requested will be billed separately, but we can't take retroactive action on past invoices.


What can I do with my remaining balance?

Your remaining RollWorks account balance, if positive, will automatically be applied to fund any remaining campaigns. If you would rather get a refund for any excess balance, please reach out to your Account Manager or the Customer Support team within 180 days of campaign completion.


Why do I have an unexpected authorization charge on my credit card?

Each time you launch a campaign or edit your budget RollWorks will process a payment method authorization equal to the weekly budget for all active and paused campaigns from all profiles under your billing account. The purpose of this payment method authorization is to make sure that your payment method is valid and can support the new budget. Jump to this help center article to find out more about payment method authorization.


How do I get tax documents from RollWorks?

Please reach out to your Account Manager or the Customer Support team for current tax documents.


Why is my daily spend larger than my daily budget?

You can specify an average daily budget for all of your RollWorks campaigns. If you notice that daily spend is more than your specified daily budget, that means your campaign is spending more on days with more opportunities and less on other days. Factors like weekends, seasonality, and holidays can all impact how many opportunities are available each day.

This flexibility allows your campaigns to drive the best results on busy days. Learn More about discrepancies between daily spend and daily budget.

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