Blocked Account After Payment Decline

Hello Greek Agency,

Thank you for contacting the Microsoft Advertising Community forum!

I am sorry to hear you are facing difficulties to pay outstanding balance on your account. There can be numerous of reasons of declined payment but usually the credit card company declines the payment:

Card has expired. If your card has expired, your credit card company might block payments until you update the expiration date.

Billing address has changed. If your billing address has changed, your credit card company might block payments until you update your billing address.

Card has reached the transaction limit. We might have tried to process a transaction after your card had reached its credit limit, or we might have charged your card more than your credit card company allows for a single transaction.

Card is blocked. If your card was reported as stolen or lost, or your credit card company suspects fraudulent activity, your card might be temporarily blocked.

Card requires that Microsoft Advertising be an approved merchant. If you have purchased additional theft protection services through your credit card company, those services might require you to confirm that Microsoft Advertising is an approved merchant.

Strong customer authentication is required. Your bank might require multi-factor authentication to help prevent online fraud and unauthorized access to your account. You can make a manual payment and authenticate your card.

If a payment has been declined, please contact your credit card company to fix any issues with your card. You can also add another card/payment method and use that to pay your account charges:

1. From the top menu, select Tools > Accounts.
2. **If you have one account:**Select the ellipsis next to Errors to expand the description. Select Remove hold.
   **If you have multiple accounts:**In the Errors column, select the ellipsis to expand the description. Find the account that contains the Hold status, and select Remove hold.
3. Select Fix declined payments in the How do I remove the hold column. From there, you'll be guided through a form to add a payment method or to update the declined card (which will be marked in red with the date it was declined).

Once you update your declined card or add a new one, we will charge you for the balance due. Accounts hold will be lifted as soon as the payment is successfully processed. We will also replace your primary payment method if you choose a different form of payment or add a new one.

After declined payment, we will let you know via email that we couldn't process your payment. We'll also try to process the payment again in case there was a temporary system issue or the problem with your card has been resolved.

• If we process your card two times and payment fails, we will place a hold on all the accounts associated with that card. Ads that are in those accounts will no longer be eligible to run. We'll also let you know via email which of your accounts are on hold.
• When an account goes on hold due to payment issues, we'll identify the declined payment method with a red label marked "On hold" in the Payment Methods page.
• We will try to process the payment three more times (for a total of five attempts). If you have other cards that fail, all of your accountsmay go on credit hold. In that case, none of your ads will be eligible to run.

Unfortunately, your account got suspended during the process. I will send you a private message for further assistance.

Sincerely,

Dagmara | Microsoft Advertising Support | 1(800)-518-5689

Hello Dagmara,

Thank you for your reply.

You may see the whole communication with your Support team using this Service Request Number: 7023543056

We believe that the problem with the card was not at our bank's end but in your side. Your internal team was not able to locate the issue properly, though.

They just said "contact the payment processor for help".

-Our question is "Which payment processor? You accept payments, so the payment processor is in your side".

Then, we tried to insert new cards to pay the outstanding balance. Neither of them was accepted.

-Our question is "why your payment processor cannot accept them? We are using them in daily basis in other networks and for other internet purchases"

At our last trial, the account was suspended. Apparantly, your system identified suspicious behaviour because of the multiple trials.

We remain at your disposal to provide you with all the necessary documents from our Business Cards.

Regards

Hello Greek Agency,

I fully understand the frustration. As I need account specific information, please reply to my message sent in private.

I am waiting for your reply.

Sincerely,

Dagmara | Microsoft Advertising Support | 1(800)-518-5689