If you've made a payment but it isn't reflected in your account balance, use the steps below to identify the cause and determine what to do next.
Credit card payment not showing
Credit card payments are typically applied immediately. If your payment isn't reflected in your balance:
Go to Advertiser Tools > Payment > Transaction History.
Check whether the payment appears in your transaction history.
If the payment appears in Transaction History:
Refresh the page and check your Current Balance. There may be a short delay before the updated balance is displayed.
If the payment does not appear in the Transaction History:
The payment likely did not complete successfully. Check your credit card statement to confirm whether the charge was processed.
If your card has been charged but:
The payment does not appear in Transaction History, and
The funds are not reflected in your Current Balance,
Contact support at booking.sponsoredlistings@koddi.com and include:
Transaction date
Payment amount
Last four digits of the card used
Wire Transfer not showing
Wire transfers typically require at least 7 business days to process.
To check the status:
Go to Advertiser Tools > Payment > Wire Transfer History.
Locate your invoice.
If the invoice shows as received:
The funds should appear in your Current Balance shortly.
If the invoice does not appear:
The transfer has not yet been received by our bank.
If more than 10 business days have passed:
Contact your bank to confirm the transfer was successfully sent and not returned.
Request a payment confirmation or SWIFT receipt.
Email the confirmation to booking.sponsoredlistings@koddi.com so we can trace the payment.
SEPA transfer delay
SEPA transfers typically take up to 6 business days to process.
If your transfer has not arrived:
Contact your bank to confirm the transfer was successfully initiated.
Check whether the payment was declined because of insufficient funds or another banking issue.
Once confirmed, allow the normal processing time before contacting support.
Understand Your Account Balance
The Payment page displays two different balance values.
Balance | Description |
Current Balance | Funds that are immediately available for campaign spend. |
Total Balance | Your Current Balance plus any incoming wire transfers that are still being processed. |
Current Balance - funds available right now for campaign spend
Total Balance - Current Balance plus any pending incoming wire transfers not yet cleared
If your Current Balance is zero but your Total Balance includes a pending wire transfer, your campaigns will remain paused until the transfer clears and becomes available in your Current Balance.
Payment was declined
If your payment was declined, no funds will be added to your account.
Credit Card
Your card issuer may have blocked the transaction for security or fraud prevention reasons. Contact your card issuer to confirm the reason for the decline, then retry the payment once the issue has been resolved.
Wire Transfer
Your bank may reject a wire transfer because of insufficient funds, compliance requirements, or other banking restrictions. Contact your bank for the specific reason before attempting the transfer again.
Need help?
Our team is here to help. Reach out via Live Chat 💬 in the platform, email us at booking.sponsoredlistings@koddi.com, or browse the Help Center for additional guides and resources.