Your account can be frozen due to a variety of billing issues, such as past due balances or because you’ve reached your spending limit. When your account is frozen, your campaign items are not eligible to run on Taboola’s network.
How Do I Know if My Account is Frozen?
Once your account has been frozen, the message in the image below will appear on each page of your account.
Your campaigns will not be live, and their status will be Frozen. Learn more about campaign and item statuses here.
You can still create and edit campaigns while your account is frozen, but they can’t go live on Taboola’s network until you resolve the billing issues related to your account. Your campaign items will not be running in Taboola placements until the billing issue is resolved.
How Can I Unfreeze My Account?
If you are on either a Monthly Invoice Billing or a Prepayment Billing schedule, there are two common reasons your account was frozen:
- Credit limit - Your account will freeze automatically if you reach your credit limit. To unfreeze your account in this case, make a payment to continue running your campaign(s). You will have to pay your outstanding invoice to continue running your campaign(s). You can contact your local billing team to make a payment. You can learn more about credit limits here.
- Past due invoices - Your account may also be frozen if you have past due invoices. In this case, there is an outstanding balance that needs to be paid before you can continue running your campaign(s).
You can contact your local billing team to make a payment. Please be sure to include your account name.
If you are on an Automatic Billing schedule, your account was most likely frozen due to the following reason:
- Your account will freeze automatically if there is an issue with your credit card. In other words, if Taboola cannot charge your card for some reason, your campaigns will stop running. In this case, you can input another credit card for your payment method. If that does not work, please reach out to your Account Manager or firstname.lastname@example.org and they will investigate Please be sure to include your account name.
If you run into any other issues, please reach out to your local billing team.